Post on 02-Jun-2018
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Automate Your Help Desk Processes to Work Faster
& More Efficiently!
Help Desk is a comprehensive service desk solution that helps you streamline your IT operations, increase
productivity, and implement industry best practices. In one centralized location, you have all the tools you need tohandle all service requests your IT department receives. From assigning tasks to administrators and resolving
incidents to automating workflows and tracking through to completion, SysAid Help Desk equips you to handle
your organizations IT requirements according to IT best practices.
Improve response time, control your IT activities, and meet your organizationsrequirements. Providing fa
and effective support is that simple!
Optimize Your Efficiency by Automating Your Help Desk
By automating your help desk processes, SysAid Help Desk helps you handle issues as quickly and efficiently aspossible. You can configure parameters based on your IT departments requirements and business goals to ensure
that administrators focus their energy to where its really necessary and that every service request receives the
attention it deserves. SysAid Help Desks automation platform includes:
Routing Rules
Specify the individual administrator, queue, or support groups to which service requests should be directed based
on category, urgency, or other predefined parameters.
Escalation Rules
Create a set of conditions that determines what should happen to a service request if, for example, it has not been
resolved by its due date or it has a high urgency. Define this criteria based on many different help desk fields. Thquery and action builders are also available to extend the criteria to other fields in the service request.
Priorities
Set the priorities of service requests based on predefined parameters. A visual alert system will keep you instantly
informed on the priority of every service request in your list.
Automatic Notifications
Stay informed about your help desk tasks and keep your end users automatically updated on the resolution status otheir service requests.
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Due Dates
Set up due dates for the various services provided to ensure that superior support and SLAs are met.
Quick List Templates
Create quick list templates for the fast entry of service requests for common issues. Service requests created from
quick lists are pre-populated with predefined information so that you can save the time of manually entering the
same information.
Greater Administrative and Permission Control
Admin Groups and Permissions
Control admin groups with customizable permissions and define support levels per admin group to track themaximum support level that each service request reaches. You can also define permissions for individual
administrators.
Responsible Administrator
Specify the administrator who is responsible for the handling and resolution of a service request or assign theservice request to a specific administrator group.
Satisfaction Surveys
The best way to know if your end users are satisfied is to ask them! When closing a service request, provide your
end-users with a survey for them to evaluate their support experience. This can provide you with important insight
into how your service is valued and perceived.
The Tools You Need for Better Problem Solving
SysAid Help Desk offers many built-in tools to help you identify and resolve problems as effectively as possible.All the information you need about a specific issue is contained within the service request itself.
Knowledge Base
Find solutions in a database of common service requests and their resolutions. Perform a smart search from within
service request to identify similar issues in the Knowledge Base. In addition, SysAid helps you build your
Knowledge Base by allowing you to automatically add all resolved service request solutions as Knowledge Baseitems. Add these items to the End-User Knowledge Base to enable end users to resolve issues on their own.
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Maximize the shared knowledge of your IT department! The time-saving information contained in the administratKnowledge Base helps you learn from other IT administrators (as well as your own previous experiences) to find
the best solutions as quickly as possible.
Automatic Screenshot Attachment
Your end-users can press the F11 hotkey to access the End-User Web Portal and report a technical problem. SysA
automatically takes a screenshot of the screen they are viewing, and this full-sized screenshot is then attached totheir service request. It's great tool to help you more easily and efficiently diagnose their problem.
Automatic Asset Attachment
When an end user submits a service request using the F11 hotkey, the asset they are using is automatically attache
to the service request. This gives you instant access to their asset information from within a service request, keepinall information easily in-reach.
Message Log and History
All correspondence you have with an end user about a specific issue is saved within the relevant service
request. That means that you dont have to search through your email or chat archives to track down what you
discussed with an end user last week. Every modification you make to a service request is documented so that you
can access a full history of the service requests life-cycle.
Parent/Child Service Requests
If a certain incident happens more than once or is submitted many times, you can attach multiple service requests
a single "parent" service request. All changes you make to the parent service request automatically affect the
children service request so you dont have to update each one individually.
Easy and Friendly for Your End Users
The easier it is for your end users to submit service requests, the better the service youll be able to provide them.With SysAid, you can provide your end users with many different channels through which they can submit service
requests.
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End-User Web Portal
A central hub where your end users can submit service requests, access the Knowledge Base to independently
resolve their own issues, track their service history, and participate in change processes.
Email Integration
When an end user sends an email to one of your help desk email addresses, SysAid will convert the email into aservice request. You can set up multiple email accounts for your different IT processes.
Easy Integration Into Your Companys Internal Portals
With iFrame support, you can easily embed the End-User Web Portal into your own website to make it as
accessible as possible for your end users.
Web Forms
Not only can you embed the End-User Web Portal into your own website, but you can also customize its format anappearance to reflect your companys brand.
Live Online Chat
While chatting with your end-users, you can easily create a service request from within the chat session. In additio
if no administrator is online to chat, end-users can leave messages that are automatically converted into service
requests.
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Integrated, Inter-Modular Approach
Your IT environment is a dynamic set of moving parts that constantly influence each other. To effectively run you
help desk, you need information about your assets, network, servers, and end users. With SysAid, all thisinformation is accessible from within the help desk.
Asset Management and Remote Control
From within a service request, you can view the details of the attached asset and perform a remote control sessionwith a single click of the mouse. Similarly, from within Asset Management, you can view the full service request
history for every asset.
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Knowledge Base
Automatically add a closed ticket solution to the Knowledge Base as well as search the Knowledge Base from
within a service request to find a solution.
Server Monitoring
Monitoring rules can directly open service requests with the exact service request details you specify. Emails and
text messages can also be sent for various events when they arise.
Tasks & Projects
Attach a service request to a task or project. In addition, task notifications can open service requests with the exact
service request details you specify.
User Management
From within a service request, view a users profile and service history with a single click!
CMDB
View the business impact that a service request could have by linking the service request to a configuration item inyour CMDB.
The Result: Faster, more efficient, and more effective service for your entire organization
SysAid Features
Help Desk
Asset Management Remote Control
End-User Web Portal
Knowledge Base
Mobile Application
Reports & Analysis
Manager IT Dashboard
Monitoring
Online Chat
Calendar & Scheduling
Tasks & Projects
SLA Management ITIL CMDB
ITIL Change Management
ITIL Problem Management
API & Advanced Customization
IT Performance Benchmark
Testimonials
Ease of use with newer version is outstanding! After seeing how easy it was to view and manage our help deskrequests versus the standard post it note, another department is thinking about getting the full version as well!
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Polar Help Desk is a web based help desk that helps you organize support department. With email integration, incident
management enables your organization to manage support services to your employees and customers through a central hel
desk portal.
Key advantages:
- Incorporate proven Incident Management process based on ITIL and best practices procedures.
- Email integration and automation from multiple mailboxes via POP/IMAP.
- Easy management unlimited number of customer, accounts, teams, incidents, email mailboxes.
- Service Level Management. Use best practices from ITIL.
- Email Notifications management and customization.
- Powerful and completely customizable User Roles and Permissions.- Custom Languages and customization any labels.
- Active Directory integration.
- API that lets you integrate any system with Help Desk through Restful API over HTTP protocols.
- Build your own new reports using client and server side Java Script.
- Source code available for purchase.
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https://cheerrmeehitservice.jitbit.com/helpdesk/Login.aspx?ReturnUrl=%2fhelpdesk
Web Based Help Desk Features
Bulletin board style communications.Each trouble ticket may consist of unlimited number of messages.
Simplified markup tags allow to control text appearance (bold, italic, underline, code) and to insert html links
and images. Any message may be marked as hidden to facilitate internal communications and notes.
Registration is optional, as anonymous (guest) visitors may access their tickets using unique access keys.
Dynamic FAQ EntriesShare knowledge at a speed of light. The very moment a problem is solved, the solution
may be published in a searchable knowledge database. Do not waste your time answering the same questions
again and again. Do not force your customers to waste their time asking questions answered before!
Customizable Views.Choose what information you want to see while browsing tickets and customer accounts.
Highly customizable interfaceusing embedded WYSIWYG HTML editor.
Message editorwith support for text proofing and message drafts.
File attachments.A file of any type may be added to any message.
Reporting.Track operator performance and customer activity. Prepare customer and operator timesheets.
Email based ticket submissionwith support for html-only messages and multiple file attachments.
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Intelligent ticket routingusing departments and 4 tiers escalation model. Manual and automated escalation
supported.
Dashboard- home page for your customer service site. An ideal place for your announcements, quick links and
personalized information. Highly customizable template with support for simple macro language allows serving
dynamic content based on customer account information.
Customer databasefor easy tracking of customer details like contact info or service options.
Custom fields.Both ticket and customer databases support up to 10 user definable fields to keep additional
information. Each field may be configured as a text, select menu or checkbox. Supported attributes: hidden, readonly, mandatory.
Multilingual Support.Automated language detection using encoding info captured from email headers. Direct
urls to access your customer service web site using different languages.
Live help.Chat with your customers and monitor your web site visitors in real time.
High availability.Two node failover cluster to ensure uninterruptible operations.
ISM Service Help Desk
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ISM IT Service Desk
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