ieSupportManager Helpdesk
Fully featured helpdesk software utility including call & problem logging, fully searchable knowledgebase and a web access module. Email notifications & logging.
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German,
Spanish,
English
Supported Technologies
Windows 95/98/ME,
Windows XP/2000/NT
ASP Hosted, Web-Based (Browser)
Click on a technology to view similar products within this category.
Pricing
Users (# of seats)
575 to 2500
info@iecomputersystems.ie
+353-1-8648720
FREE evaluation version downloadable from our web site
Resources
Additional Product Information
System Databases
ieSupportManager supports the following ODBC compliant databases:-
· Interbase version 5.5
· MS SQL Server 7
· MS SQL Server 2000
· Sybase SQL Anywhere 5.5
· Adaptive Server Anywhere 6.x
· Adaptive Server Anywhere 7.x
System Requirements
· Microsoft Internet Information Server (IIS) version 5.0 or higher with Active Server Pages.
· Internet Explorer 6.0+
· IBM compatible PC with a Pentium or compatible Processor (600MHz or faster is recommended)
· 64 MB of memory (128MB recommended)
· 32 MB of free hard disk space
· Windows NT 4.0 (service pack 6a or greater) / Windows 2000 / Windows XP
ieSupportManager Features
Call Management
· Client-server enabled for speed & efficiency.
· Web access via internet browser.
· Automatic ticket number generation.
· Log internal or external issues quickly and easily suitable for all types of organisations.
· Record call duration or issue duration.
· Prioritise, sort and filter issues, identify unusual issues and track trends.
· Colour coded call status for ease of viewing.
· View calls assigned to different members of staff.
· Highly customisable – Create your own Customer, Product or Call Log fields.
· Store complete list of products and their status.
· Create Customer and Product Groups.
· Assign products to Customers.
· Store files against any Customer, Product or Call.
· Tasks Management:
× Assign and View Tasks for staff.
× Set Recurring Tasks.
× Set Tasks to create a New Call Log.
· MAPI compliant e-mail facilities built-in.
· Paste e-mails directly into the system.
· Directly e-mail contacts from Call Log.
· ieSupportManager is available in English, German or Spanish.
Issue Resolution
· Fully Searchable Knowledgebase for system users and web users.
· Search by Keyword, Product or Product Group.
· Direct access to complete call data from search results.
· Search results relevancy to keyword displayed.
· Direct access to customer or product related calls from Call Log.
· Direct access to customer, product and call related files from Call Log.
· Store common occurring issues for easy assess and logging.
Reporting
· Comprehensive suite of built in reports for analysis purposes.
· Export reports directly to most popular file formats - Excel, SQL and many more.
· Customise the content and layout of reports.
· Create Reports in .pdf format format using Adobe or Broadgun.
Web Interface
· Provide 24/7 support to your customers.
· Design your company logo and colour scheme into the web interface.
· Remote access via the web for your support staff and field technicians.
· Customers can log calls requesting support, check the status of their calls and search the Knowledgebase to solve their own issues.
· Field Technicians can log, edit close calls online.
· Create different web user profiles for different types of customer.
· Set mandatory fields for different profiles for web call logging.
· Decide exactly what data is published online in the Knowledgebase.
· Determine different levels of online access for different technicians and customers.
Email Notifications
This feature will automatically keep your customers and staff up-to-date on any relevant changes that occur within the system. All notifications quote the relevant call number in the Subject field of the e-mail.
Notifications can be generated when:-
· The 'Assigned To' is changed
· A New Call is logged
· A Web Call is logged
· A Call is closed
· A Call Status is changed
You can decide to notify:-
· The user who logged the call
· The technician the call was 'Assigned To'
· The customer themselves
· Any other preset address