Novo Knowledge Base and Novo Help Desk have just been updated with enhanced usability features. These updates are included in your annual support plan.  If you would like information on how to update your present version to 3.4 please complete our Upgrade Request Form and we will reply shortly with upgrade instructions. For information on acquiring or renewing an annual support plan please read below.

Knowledge Base and Help Desk System Wide Changes:

• Completely Renovated End User Accounts and Contact Management.
  • New interface provides drill down expansion to show accounts and contacts
  • Ability to search for accounts/contacts
  • Ability to display accounts and contacts as a "flat" record
• Enhanced Active Directory Module (requires the Novo Active Directory/LDAP Module)
  • Ability to search within Active directory and automatically import users
  • Now has the capability for authenticating Administrators AND End Users via Active Directory 
  • Extended authentication methods to include LDAP authentication
• Improved Novo Software Update Process - update to the newest version of Novo Software with an improved upgrade process

Novo Knowledge Base 3.4

• Auto Email Author upon Article Edit - notifies original author of article revisions (new in 3.4)  
• Unlimited Search Filter Categories within the Knowledge Base - associate articles with one or more categories or sub-categories for enhanced search capability (v. 3.3)
• Ability to create and select Content Types - associate articles to one of more broad content types for enhanced search capability (v. 3.3)
• Enhanced Knowledge Base article to Help Desk ticket relation - streamlined process makes it easier to relate an article to a help desk ticket. (v. 3.3 - requires the Novo Customer Support Suite)
• Enhanced Search Features - the ability to search through attachments with wildcards  (v. 3.3)
• Ability to configure session management - choose between cookie or URL session types  (v. 3.3)
• Ability for public users to login - allows new end users to register for login access  (v. 3.3)

 Novo Help Desk 3.4

• Ticket Queue Indicator - end users can see where their ticket is in line (new in 3.4)
• SLA Priorities - enhanced admin handling of priorities and ticket escalation (new in 3.4)
• Streamline ticket creation process - creating a ticket is faster and easier than ever (new in 3.4)
• Added the ability to send a Confirmation email from Add Ticket - auto populates email to confirm ticket was generated (new in 3.4)
• Added the ability to "Punch In" and "Out" of a ticket allowing Time Tracking for Help Desk Tickets (v. 3.3)
• Ability to attach files to Help Desk tickets - quickly view screenshots and reference documents (v. 3.3)
• Enhanced Help Desk auto email - auto populates notes with the text of a "Sent Ticket" (v. 3.3)
• Enhanced Help Desk roles to control administrative access to certain ticket properties (v. 3.3)
• Added the ability for public/end users to submit tickets (v. 3.3)
• Combined "Time to Review" with Priorities - this provides a more concise and flexible method of maintaining Service Level Agreements (v. 3.3)
• Added a configurable template when creating knowledge base articles from tickets (v. 3.3 - requires the Novo Customer Support Suite)

Click Here to Request an Upgrade to version 3.4