Web Based Help Desk Software

Whether you currently track support requests on paper or spreadsheet, or have web based help desk software that is no longer adequate for your current needs, we invite you to take a look at our Novo Help Desk Software which enables you to provide a cost effective intranet or web based help desk support environment.

The Novo Customer Support Suite combines our Help Desk Software with our very powerful, full featured Novo Knowledge Base Software enabling you to provide customer self help, different levels of internal support documentation and more. 

• Reduced Support Staff Time: Customers/End Users can easily submit a support request through your web site or company Intranet/Extranet.  These requests are automatically added to the Help Desk ticket queue, reducing the number of inbound support calls and eliminating the ticket creation process by your help desk support staff.  Of course, your support staff can manually add help desk tickets as well.  Through the internet help desk, customers/end users can also track the status of their request through your web site.

• Organize & Track Requests Across Departments: Distributed Help Desk Software Management allows each department or group within your organization to manage their own support/request/project queue.  Global managers can view/manage all queues through the internet help desk.

Select a Feature To View, or Scroll to View All. Easy Configuration/Web Based Operation Automatic Email Notifications End User Ticket Submission Attachments Flexible User Roles Configurable Ticket Queue Work Flow System Time Management Tracking User Defined Fields   Powerful Knowledge Base  Custom/Business Rules   PC Inventory Module MS Active Directory Integration Asset Mgt. Integration Automatic Email to Ticket Processing Flexible Reporting Web Services (API) Internationalization SLA/Ticket Escalation Database Support

Web Based, Configurable, Industry Standards

• Completely Web Based Help Desk - only a Web Browser is needed to administer & use the system 

• Easily Accessible on your Corporate Intranet or Web Site

• Industry Standard Architecture (MS SQL Server, ASP/ASP.Net)

• In-House & Hosted (ASP) Help Desk Software Editions available

• No Additional Hardware Required (can typically be installed on existing servers)

• Utilizes Existing IT skills with minimal need for re-training

End User Ticket Submission/Management (Enterprise Edition)

• Search Knowledge Base Articles - allows end users to search in Knowledge Base articles before submitting a ticket (requires Customer Support Software Suite Enterprise Edition - see below)

• Submit Tickets - allows end users to submit a ticket directly into the Help Desk Ticket Queue (with email notifications - see below)

• Manage Tickets - allows end users to review ticket status, add notes and attachments and close tickets

Flexible User Roles (Enterprise Edition)

• User Roles Management - allows customizable user roles so you can define what your users can and cannot do

• Multi-Department Ticket Management - allows Help Desk Tickets to be managed at the department level.  Each department can create and manage their own help desk software tickets.

Work Flow System (Enterprise Edition - Optional Module)

• USE: Many requests require multiple people in various departments to either approve the request (i.e. a change to a server configuration) and/or complete specific tasks related to the request (i.e. tasks related to hiring a new employee). The Novo Work Flow System provides a flexible 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 multi-step requests.

• 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 Help Desk Tickets are being added.

• Completion/Approval Paths: Ability to define work flows with various completion/approval paths.

• Rules Based Auto Assignment: Ability to automatically assign predefined work flows to Help Desk Tickets based on flexible business rules (i.e. when a ticket is added to a particular category).

• Auto Email notifications: Email notifications are automatically sent to the appropriate person when tasks are completed or rejected.

• Work Flow Task "Queue": Empowers managers to view pending task status, assignment, predecessor relationship and deadlines (with color coded due dates for past due, current, future).

User Defined Fields (Enterprise Edition)

• Empowers Help Desk Managers with the ability to customize fields available in a ticket request form to their specific needs.
• Provides the ability to add custom fields and determine their position on the ticket form.
• Improves customer response times (support reps have more information and are able to resolve issues faster). 
• Improved reporting capabilities that result in better problem analysis.

• Ability to add custom fields to Tickets, Accounts and Contacts

Custom/Business Rules (Enterprise Edition)

• 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, email alerts, etc.)

Active Directory /LDAP Integration (Enterprise Edition - Optional Module)

• Maps Active Directory Groups to Departments and Roles - providing single sign on and easier user administration

• End User Active Directory Authentication & Search - single sign on for corporate end users.  Also allows searching Active Directory for End Users when Help Desk staff add tickets.

• Built in User Authentication - complete built in User Management if Active Directory is not used 

Automatic Email to Ticket Processing (Enterprise Edition - Optional Module)

• Monitors an email account and automatically adds/updates a ticket from the email message.

Web Services (API) (Enterprise Edition - Optional Module)

•  Integrate Novo software with 3rd party software applications – allows our software to be integrated with your existing software

SLA/Ticket Escalation

• Set Priority Levels & Time Resolution - easily define priority levels and associate priorities with colors and time allowed to review/resolve ticket.

• Auto Ticket Escalation - setup managers/supervisors with the ability to be notified via email (or email to pager) if a ticket is not responded to within the defined time period

• Reporting - report on average time to resolve, etc.

Automatic Email Notifications

• Confirmation Receipt To End Users/Customers - an email is sent back to the end user or customer that 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 right to the ticket. 

• SLA Failure - when the time to review a ticket has passed without action, notifications are sent to the appropriate management/supervisory personnel

Attachments

• 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/disable columns to display

• Priority Colors - Priorities are associated with a color making prioritization quick and easy.

• Ticket Filtering - each user can define their own preferred view of the tickets by applying multiple filters

• Clean, Straightforward Layout - for ease of use 

Time Management

• Punch In/Punch Out Ticket Time Tracking - The web based help desk tracks cumulative time spent on ticket.

• Ticket Due Date-  Due date feature shows deadlines for ticket completion. 

Robust Knowledge Base Integration (Requires the Customer Support Software Suite)

• End User Self Help - provides a web self help system to end users/customers allowing them to answer their own questions within the web based help desk, which reduces call volume.

• Quick and Easy Knowledge Capture - intuitive interface allows Help Desk and other staff to quickly create a formatted and categorized Knowledge Base article.

• Quick Knowledge Base Search on Ticket Problem - 1 click problem/issue search of the Knowledge Base as a Ticket is being added/edited.

• Knowledge Base Article to Ticket Linker - with just 3 clicks you can link a Knowledge Base article to a Help Desk Ticket.  This is then available to end users and/or 2nd/3rd level technicians to reduce troubleshooting time - it shows 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 Description/Resolution.

PC Inventory Module (Enterprise Edition - Optional Module)

• Software Inventories - shows a list of software installed on end user's PC 

• Hardware Inventories - shows a list of hardware components installed on end user's PC

Asset Mgt. Integration (Requires the Asset Management Software)

• Asset Types - define types of assets (i.e. PCs, laptops, servers, PDAs, Cell Phones, network equipment, office equipment, etc.) 

• 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 (i.e. scanned purchase orders, warranty information, service agreements, drawings, MSDS sheets, pictures, technical specifications, etc.) can be attached to an asset. An asset can have a multiple number of attachments. 

• Administrative User Security Groups and Roles - ability to assign an administrative user to one or more groups with a unique role (i.e. Edit, View Only, etc.) 

Reporting

• Flexible Reporting capability - Our web based Help Desk Software identifies monthly/yearly trends by various metrics and facilitates root cause analysis (identifying problem areas)

Internationalization

• Multi-Lingual Support - supports the ability to add/manage help desk tickets in different languages.  Utilizes the same system for providing global customer support.

• Time Zone Configuration - allows Help Desk staff in different time zones to add/view ticket dates/times adjusted for their time zone.  

Database Support

• Microsoft SQL Server 2000

• Microsoft SQL Server 2005

• Microsoft SQL Server 2005 Express Edition (with Advanced Services)