IT Help Desk Software

• Completely Web-Based  Software – only a Web Browser is needed to administer & use the software
• Easily Accessible on your Company Intranet or Web Site
• Industry Standard Architecture (MS SQL Server, ASP/ASP.Net)
• Available In-House & Hosted Editions available
• No Additional Hardware Required (can typically be installed on existing servers
• Easy to Use – Utilizes Existing IT skills with minimal need for re-training

• Admin Dashboard – fully customizable dashboard for at-a-glance viewing of lists and managing reports. Drag and drop components allow admins to quickly & easily arrange and sort the portal to each administrator’s preferences.

• Knowledge Base Article Search – allows end users to search in Knowledge Base articles before submitting a ticket (requires Customer Support Software Suite Enterprise Edition)
• End User Ticket Submission – allows end users to submit a ticket directly into the ticket queue (with email notifications – see below)
• Ticket Management – allows your end users to review ticket status, add notes & attachments and close tickets

• User Roles Management – allows customizable user roles to define what your users have permission to do.
• Multi-Department Ticket Management – allows IT requests to be managed at the department level.  Each department can create and manage their own tickets.

• USE: Requests may require multiple people in various departments to either approve the request or complete specific tasks related to the request. The Help Desk Work Flow System provides a powerful method for automating AND keeping track of these tasks.
  BENEFIT: Improvement in quality and control of information systems (Change Management), improved response time to requests involving multiple people, and reduction of time spent keeping track of request that require multiple steps/multiple people.
• Predefined & “On the Fly” Work flows: Ability to create flexible work flows from a list of predefined tasks you setup or “on the fly” as tickets are being added.
• Completion/Approval Paths: Ability to define work flows with various completion or approval steps.
• Rules Based Auto Assignment: Ability to automatically assign predefined work flows to  tickets based on defined business rules
• Set Auto Email notifications: Email notifications are automatically sent to the appropriate person or group when tasks are completed/rejected.
• Work Flow Task “Queue”: Empowers managers to view status of pending tasks, assignment, predecessor relationship and deadlines (with color coded due dates for past due, current, future).
• Company-wide Work Flow Tasks – ability to involve administrative users, end users and even external partners in Work Flow Tasks. Note: In some cases the Automatic Email to Ticket module below may be required (i.e. for end users that do not have access to the software)

• Empowers IT Managers with the ability to customize ticket fields to their specific needs.
• Ability to add multiple fields and set their position on the ticket form.
• Improves customer response times (support staff has more information and is able to resolve issues faster)
• Improved reporting capabilities resulting in better problem analysis
• Ability to add multiple fields to Tickets, Accounts and Contacts

• Flexible Business Rules – for auto assignment of tickets, auto notifications, etc.
• Multiple “AND/OR” Conditions & Actions – ability to configure rules based on various field dependencies and perform multiple actions (i.e. update status, reassign tickets, email alerts, etc.)
• Rules Logging – ability to configure log events for each rule
• Ability to Route Inbound Emails to a Particular Support Queue (requires the optional Automatic Email to Ticket Module below) – automatically route incoming emails to different support teams or departmental “queues” based on the email address it was sent to (i.e. hr@… goes to the HR Queue, it@… goes to the IT Help Desk queue, etc.)

• Map Active Directory Groups to Departments/Roles – providing single sign on and easier user administration
• End User Active Directory Authentication & Search – single sign on for end users. Also allows searching Active Directory for End Users when tickets are added.
• Built in User Authentication – complete built in User Management if Active Directory is not used

• Monitor email accounts and automatically add and update tickets from the email message.
• Support for Multiple Email Accounts – POP, IMAP and Microsoft Exchange
• Work Flow Task Management (Requires optional Novo Help Desk Work Flow Module) – ability to complete tasks through email
• Remote Mobile Technician Support – ability for support technicians to update tickets with Email Smart Tags

• Integrate Novo software with 3rd party software applications – allows our  IT Help Desk Software to integrate with your existing software

SLA/Ticket Escalation

• SLA Management – Associate end users  into service level groups (i.e. account types)
• Business Rules – Create service level associated business rules for each service level group
• Escalation – Auto escalate and/or reassign tickets to another person or group
• Notifications – Auto email notifications (i.e. to a pager/mobile phone) to appropriate Help Desk personnel/management if a ticket is not responded to or closed within a set time period.
• Logging/Reporting – Set service level log events as informational, warning or failure allowing reporting on failures and near failures. Generate charts of SLA performance

• Ticket Templates – create personalized ticket templates, allowing you to create simple to complex ticket forms.
• Ticket Copy – ability to copy & save a ticket and its related information
• Memorized Tickets – memorize repeatedly used tickets to facilitate ticket entry
• Recurring Scheduled Tickets – ability to schedule memorized tickets to automatically generate tickets for routine tasks

• Confirmation Receipt – an email is replied to the end user or customer who submitted the ticket to confirm its receipt
• New Ticket Submissions – Help Desk administrators can be notified via email of new tickets submitted by end users or customers
• Re-routing of Tickets – Help Desk/Technical staff are notified when a ticket is re-assigned to them. A link in the email takes them directly to the ticket.
• SLA Failure – when the time to review a ticket has passed without action, notifications are sent to the appropriate management  personnel

• Quick Attachments – easily add attachments (i.e. screen shots of error messages, etc.) to a help desk ticket.
• Robust, Easily Configurable Ticket Queue
• Flexible Ticket Queue – Easily enable or disable the columns to display
• Priority Colors – Priorities are associated with a color making prioritization easy at a glance
• Ticket Filtering – each user can define their own preferred view of the tickets by personalizing  filters
• Clean, Straightforward Layout – for ease of use

• Punch In/Punch Out Ticket Time Tracking – tracks cumulative time spent on a ticket
• Ticket Due Date- Due date displays deadlines for ticket completion
• Business Hours & Holidays -gives the ability to define business hours to be used in ticket management

• End User Self Help – provides a web self help system to end users/customers allowing them to find their own answers within the help desk, reducing call volume
• Quick and Easy Knowledge Capture – easy-to-use  interface allows IT and other staff to quickly create formatted and categorized Knowledge Base articles
• Quick Knowledge Base Search on Ticket Problem – One click issue search of the Knowledge Base as a ticket is being added or edited
• Knowledge Base “Article-to-Ticket” Linker – with just three clicks you can link a Knowledge Base article to a Help Desk Ticket. This is then available to end users and/or technicians to reduce troubleshooting time – showing the articles that have already been reviewed
• “Ticket to Knowledge Base” Article Creation – allows you to quickly create a Knowledge Base article from a Ticket Resolution

• Software Inventories – displays a list of software installed on end user’s PC
• Hardware Inventories – displays a list of hardware components installed on end user’s PC

• Asset Types – allows multiple types of assets (i.e. PCs, laptops, servers, tablets, cell phones, network equipment, office equipment, and more)
• Custom Asset List Views – each admin user can configure his own asset list view (i.e. the columns to display, list filtering and sort order).
• Attachments – any type of file (such as scanned purchase orders, warranty information, service agreements, drawings, MSDS sheets, pictures, technical specifications, etc.) can be attached to an asset. An asset can also have multiple attachments.

• Metrics On Demand – ability to configure custom drill down charts and graphs
• Built-in Reports – numerous standard pre-built reports included
• Flexible Reporting capability – Our Help Desk Software identifies trends by various metrics and facilitates root cause analysis identifying problem areas

• Multi-Lingual Support – supports the ability to add/manage tickets in different languages. Utilizes the same system for providing customer support.
• Time Zone Configuration – allows Help Desk staff in different time zones to view ticket dates & times adjusted for their time zone.

• Improved navigation via keyboard
• Improved capability for screen readers