Contact Information:
Richard Hunter
Novo Solutions Inc.
(757) 687-6590 (888) 316-4559
sales@novosolutions.com 

VIRGINIA BEACH, VA USA – 9/15/06 - Novo Solutions Inc. announced the release of 4.3, the newest version of their popular web-based customer support software.  The biggest changes are seen in the Help Desk Software.

Powerful Administrative Dashboard
Version 4.3 makes use of the latest ASP.Net technology.  The new admin dashboard features customizable dashboard views that are able to be set to each administrator’s specifications.  These views are then further customized by dragging and dropping them onto the desired place on the dashboard screen.  Real time lists and reports are able for viewing at-a-glance

Metrics on Demand Reporting
The new report engine offers dozens of pre-built reports for administrators.  Report collection is updateable via the Internet and as new reports are available they can be downloaded instantly.  Even more, the report engine integrates with the Administrative Dashboard; clicking on certain dashboard elements automatically runs drill-down detail reports.  Reports are configurable as drill down charts & graphs.

Ticket Enhancements
In addition to the standard Novo ticket features, the Enterprise version offers enhanced ticket capabilities.  Tickets are now able to be copied, memorized and scheduled for recurring tasks. There is also the ability to create an unlimited number of ticket templates to create simple to complex ticket entry forms.

Other Key Enhancements

·         Other Help Desk Software enhancements include Time Management improvements.  Business Hours & Holidays are able to be defined for proper ticket time management.

·         SLA Management even more powerful in version 4.3. End users can be associated into service level groups with an unlimited number of related business rules enforced. Tickets are able to auto escalate or be re-assigned to another person or team, and auto email notifications can be sent to appropriate Help Desk personnel if a ticket is not responded to or closed within the defined time period. Service level log events can be defined as "informational", "warning" or "failure" allowing report generation on “failures” and “near failures”. Charts of SLA performance may be generated as needed.

For more information on the Novo Suite of Customer Support Software products go to the company's website at www.novosolutions.com.