HeatHelpdesk

Heat Helpdesk

 

Heat Helpdesk provides the core Support Center tools you need to increase overall operational effectiveness and improve customer satisfaction. Research indicates it costs nine times more to service a call by phone than it does through Self Service. Heat Helpdesk is a convenient web-based, self-help tool that tightly integrates with HEAT Service & Support and HEAT Plus Knowledge to allow customers 24/7 access to the problem-solving capabilities of HEAT from any Web browser. Customers can search the knowledge base, submit a new service issue or check the status of an issue without adding to your incoming call volume.

 

Heat Helpdesk Change Management – ensure standardized methods and techniques for efficient and prompt handling of all changes to prevent change-related incidents. HEAT supports ITIL-standard Change Management best practices on the change request lifecycle including: Acceptance, Classification, Authorization and Planning, Coordination, and Evaluation.

 

Heat Helpdesk Problem Management – proactively solve problems and known errors before incidents occur in the first place. HEAT supports ITIL-standard best practices for Problem Management including: incident control, problem control, error control, and proactive problem management.

 

Heat Helpdesk Self Service – eliminate the bottleneck of daily, mundane technical issues and control costs by allowing customers and employees to effectively help themselves.

 

Heat Helpdesk Remote Support – research estimates indicate that remote control capabilities reduce the average escalated call by 30-40%. HEAT® Plus Remote Support Suite provides SSL-encrypted sessions to protect remote support activities, and includes a remote incident resolution suite with remote control, real-time system information, chat, file transfer, and remote execute and reboot.

Ready to buy? Order the Help Desk Toolkit today 

HeatHelpDeskSoftware

Heat Help Desk Software

 

Heat Help Desk Software provides the core Support Center tools you need to increase overall operational effectiveness and improve customer satisfaction. Research indicates it costs nine times more to service a call by phone than it does through Self Service. Heat Help Desk Software are convenient web-based, self-help tool that tightly integrates with HEAT Service & Support and HEAT Plus Knowledge to allow customers 24/7 access to the problem-solving capabilities of HEAT from any Web browser. Customers can search the knowledge base, submit a new service issue or check the status of an issue without adding to your incoming call volume.

 

There are many help desk software designed by this company. Some of them are discussed below:

 

Incident Management Heat Help Desk Software – maintain customer or employee profiles, create incidents, provide work queues to organize, prioritize, manage and route work, allowing for escalations and business rules.

 

Change Management Heat Help Desk Software – ensure standardized methods and techniques for efficient and prompt handling of all changes to prevent change-related incidents. HEAT supports ITIL-standard Change Management best practices on the change request lifecycle including: Acceptance, Classification, Authorization and Planning, Coordination, and Evaluation.

 

Problem Management Heat Help Desk Software – proactively solve problems and known errors before incidents occur in the first place. HEAT supports ITIL-standard best practices for Problem Management including: incident control, problem control, error control, and proactive problem management.

 

Self Service Heat Help Desk Software – eliminate the bottleneck of daily, mundane technical issues and control costs by allowing customers and employees to effectively help themselves.

 

Remote Support Heat Help Desk Software – research estimates that remote control capabilities reduce the average escalated call by 30-40%. HEAT® Plus Remote Support Suite provides SSL-encrypted sessions to protect remote support activities, and includes a remote incident resolution suite with remote control, real-time system information, chat, file transfer, and remote execute and reboot.

Ready to buy? Order the Help Desk Toolkit today 

HelpDeskrelationships

The Service Desk is, in fact, an operational aspect of the important process of Problem Management, e.g. incident control. The reason why the Service Desk is recognised as a separate function, is that the Service Desk is the central point of contact between the IT department and its users/clients. From this perspective the Service Desk is closely related to Service Level Management.

 

Furthermore, there is an important link with Configuration Management. Incidents can be attributed to a Configuration Item. If this link is supported by software, a forceful aide in mapping weak links in the IT infrastructure evolves. ITIL is a strong supporter of such a link. Simultaneously, the Incident can be solved simpler and faster by searching by C.I., category and/or error code and applying a previously used solution.

 

Ready to buy? Order the Help Desk Toolkit today