Help Desk Management Software

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

The Novo Customer Support Suite combines our Help Desk Management 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.  The knowledge base specifically helps you:

• Reduce call volumes
• Efficiently respond to repeat issues
• Keep 2nd/3rd level technicians/engineers working on valued added projects

A few applications of the Novo Help Desk management Software are:

• Intranet/Extranet Web Customer Support Portal
• Internet Help Desk Software 
• Issue Tracking 
• Inter-Department Service Request Tracking - i.e. equipment moves
  
  Help Desk Management Software Features

What will it do for you?

• 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 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.

Help Desk Management Software Features
click to see selected feature below

• Web Based, Configurable, Industry Standards

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

  • 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 computer help desk software tickets.
    
    

• 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 pager - 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 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 internet 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.
    
    

• Asset Management Integration (Requires the Asset Management Software 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
    
    

• Reporting

  • Flexible Reporting capability - Our Help Desk Management 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 computer 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 Access (for low volume use)

  • Microsoft SQL Server

  • Oracle (Requires Novo Oracle Plug-In Module)
    

HelpDesk Management Software System Requirements:

• Operating System: Windows 2000/2003 Server

• Web Server: IIS 5+

• Database Compatibility Options: 

  • Microsoft Access Database (included - for low volume use)

  • Microsoft SQL Server 7+ 

  • Oracle 9i+ (Requires Novo Oracle Plug-In Module)

• Web Browser: Cross-Platform Browser (for Read Access), Internet Explorer 5.5+ (required for WYSIWYG HTML Editing of Knowledge Base Articles)