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.