1 / 18

Introducing HelpDesk Pro v4.0 A Comprehensive Help Desk Solution for Lotus Notes

Introducing HelpDesk Pro v4.0 A Comprehensive Help Desk Solution for Lotus Notes. This is a self-running presentation introducing the new features of HelpDeskPro version 4.0. It takes 4 minutes to run. There is no sound. Introduction.

mikko
Download Presentation

Introducing HelpDesk Pro v4.0 A Comprehensive Help Desk Solution for Lotus Notes

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. IntroducingHelpDeskPro v4.0A Comprehensive Help Desk Solution for Lotus Notes This is a self-running presentation introducing the new features of HelpDeskPro version 4.0. It takes 4 minutes to run. There is no sound.

  2. Introduction Polymorph have been busy developing version 4.0 of their successful help desk product, HelpDeskPro. This presentation aims to introduce you to: • The new look and feel • Some of the new features and changes to existing functionality • What’s next for HelpDeskPro …and will also remind you of some of the less understood features of the product.

  3. New Look and Feel Here are some screenshots of the new look and feel to give you an idea of the changes…

  4. New ‘dashboard’ shows current open tickets and provides an entry point to the entire application suite.

  5. New ‘cleaner’ look and feel

  6. Menu’s moved to the top of the screen to allow for more information to be displayed on the views.

  7. All forms have been redesigned to be more visually appealing and for easier data entry and retrieval.

  8. Some of the New Features • Improvements to Incident Management • Closure Codes • Manual amendment of ticket priority • User Friendly Generated Passwords • Changes to the auto-password creation to allow for less complex passwords • Improvements to Online Help • Improvements to Reporting • Improvements to Intranet Portal • Cleaner look and feel • More sophisticated search tool within Knowledge and Info Base • New Problem Management Module And there are many more…

  9. And finally…did you know? Here are some screens detailing some of the less well understood features of HelpDeskPro…

  10. Customer Satisfaction Surveys Customer Satisfaction Surveys are handled in HelpDeskPro via a configurable link to an external system. If you need assistance in setting this up, then we can do this for you.

  11. In this example, a “close ticket” email has been sent automatically when the ticket has been closed, and has included a link to the customer satisfaction survey.

  12. The survey is then available via the Polymorph website and has automatically included a reference to the ticket the survey relates to. The completed forms can then be analysed, reported on and reacted to in order to improve the service.

  13. Web-Based Issues Logging • One of the integral modules of HelpDeskPro is the Intranet Portal. It is through the Intranet Portal that end users can: • Log Tickets • Check the status and progress of other tickets • Browse the Knowledge Base or FAQ’s • Check for announcements • … all through a web browser. Note: Although it’s called an Intranet Portal, if delivered via an external facing Domino server, then Extranet would be better terminology! Don’t forget - users can also create and check status of tickets via email as well.

  14. The Intranet Portal is configurable in terms of which elements you want your users to see and use. For example, whether you want to allow users to browse the knowledge base or not.

  15. The Intranet Portal is also configurable in terms of colours and style used.

  16. So this page… Is the same as this page, configured for different colours and font…

  17. What’s next for HelpDeskPro • Following the development and release of version 4, we will be reverting to quarterly product updates, each and every quarter. If you have a valid support and maintenance contract, please expect our CD each quarter. • We will be delivering more features in line with ITIL (IT Infrastructure Library) the best practice framework. For more information, please visit ttp://www.ogc.gov.uk/index.asp?id=2261 • To have your say in the product development, please contact Lindsey Walsh with details of your request(s) to improve the product so that they can be evaluated and appropriately scheduled for development and release.

  18. HelpDeskPro v4.0A Comprehensive Help Desk Solution for Lotus Notes Thank you for your time If you have any queries please do not hesitate to contact: Lindsey Walsh Product Manager 01928 517 888 l.walsh@polymorph.co.uk

More Related