General |
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| 100% Web Based |
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| Industry
Standard Architecture |
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| Customizable
Look & Feel |
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| In-House
& Hosted Editions |
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| Easy Configuration & Fast Implementation |
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| Customizable
Admin Dashboard |
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 Email
Related |
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| Auto
Email Notifications |
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| Auto Email to Ticket
Creation |
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Optional
Module |
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 Misc.
Features |
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| Time Tracking |
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| File Attachments |
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| Full Text Ticket Search |
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| Configurable Ticket Queue |
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Printer Friendly View |
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| Ticket Due Date |
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2-Tiered Accounts/Contacts |
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Define
Business Hours and Holidays |
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Copy, Memorize & Schedule Recurring Tickets |
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Create Custom Ticket Templates |
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 Categorization |
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| Status & Priority Levels |
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| Products |
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| Categories/Sub-Categories |
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| User
Defined Fields |
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 Reporting |
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| Analytical
& Trend Reports |
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| Aggregate
Time Trends |
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| Report
Filters |
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| Metrics
On Demand Charts/Graphs |
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 Customer/End
User Support Portal |
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| End User Ticket Submission |
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| Ticket Updating |
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| Ticket History |
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 Authentication |
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| Built
in Authentication |
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| Active
Directory Integration |
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Optional
Module |
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 Security
& User Roles |
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| Single
Level User Security |
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| Multi-Team
Permission Groups |
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| Flexible User Roles |
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 Custom Business Rules |
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| Flexible
Business Rules |
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| Multiple
AND/OR Conditions & Actions |
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| SLA/Ticket Escalation |
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| Associate
End Users To Service Level Groups |
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| Define
Service Level Related Business Rules |
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| Set Auto
Email Escalations & Notifications To Meet SLA Defined
Settings |
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| Report & Chart SLA
Performance |
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 Work Flow System |
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| Predefined & "On the Fly" Work flow Tasks |
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Optional
Module |
| Completion/Approval Paths |
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Optional Module |
| Rules Based Work Flow Assignment |
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Optional Module |
| Auto Task Email notifications |
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Optional Module |
| Work Flow Task "Queue" |
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Optional Module |
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Internationalization |
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| Time
Zones |
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| Multi-Lingual
Support |
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 Databases
Supported |
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| MSDE,
SQL Server 2000+ |
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 Additional
Modules/Products |
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| Novo Knowledge Base |
Optional
Product |
Optional
Product |
| Novo
Asset Manager |
Optional
Product |
Optional
Product |
| PC
Software/Hardware Inventory |
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Optional
Module |
| Web
Services API |
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Optional
Module |
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The Novo Customer
Support Software Suite combines the Novo Help Desk and the
Novo Knowledge Base in a complete customer support solution.
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