copyright © 2006 help desk systems, inc. all rights reserved. overview of help desk systems inc....

Copyright © 2006 Help Desk Systems, Inc. All rights reserved.

Overview of Help Desk Systems Inc. (HDSI)

HDSI offers a hosted, web based trouble ticket application Benefits of an Application Service Provider (ASP) model include:

Time to Market: We can set your company up in our system in just 3 days (compare this to the time it takes to develop your own system or install a vendor’s product within your infrastructure).

Cost: By using our hosted solution, you avoid all of the costs associated with software development (or procurement), installation and maintenance.

Ease of Use: Our application is entirely web based and very user friendly. Access it from anywhere on the internet, virtually 24 hours a day, 7 days a week.

Functionality: As you will see in the following slides, the application is highly configurable, allowing your company to track tickets to meet its specific requirements. Custom ticket attributes, ticket query screen, ticket change history and our dashboard/metric/charting capabilities are a few of the special features we offer.


Custom Branding

Every HDSI client can have their “instance” of the application branded to mirror it’s company web site Logo Color scheme

Once your company’s users log onto HDSI, it will appear as if they are running your company’s own internal application.


Custom Branding

Once you log on, the site takes on your company’s “branding” and color scheme

HDSI will customize the application to match your company’s look and feel.


Authentication and role-based privileges

The HDSI application requires all users to authenticate (provide user name and password) to gain access to a company’s instance.

Each company user is assigned one of four pre-defined “roles”, controlling which features will be available to him/her. Company Administrator: This is the most powerful role, assigned to 1 or 2 people in

your company who will perform high-level application configuration for your company’s instance.

Company Group Administrator: This is the second most powerful role, reserved for those assigned to administer the various “groups” (i.e. department) to which tickets will be assigned.

Company Support Staff: This role is designed for all individuals who will work on open tickets.

End User: This role is designed for users who are only allowed to open tickets (call center personnel, for example).


Authentication and role-based privileges

After logging on, each user will see the list of functions available to him/her, based on their role as defined by their company

Role Determines…


Company Configuration

A user in the “Company Administrator” role has the ability to configure the HDSI application to meet his/her company’s needs. Create and manage all company users Create and manage all company groups Create and manage all company customers Create and manage ticket attributes Create and manage broadcast messages


Company Configuration – Managing Users

Toggle user status –

Enable / disable Edit current user

Companies may create users at a customer site, allowing customers to open tickets directly


Company Configuration – Managing Groups

Togglestatus

Managegroup

members

Editgroup

Choose the group

administrator

Removemember

Addmember


Company Configuration – Managing Customers

Togglestatus

Companies can optionally define customers (i.e. clients) to allow users at the customer site(s) to open tickets directly on the company’s HDSI instance. The customer attribute becomes an additional data point on tickets, so that companies can derive statistics and metrics indicating, for example, the volume of tickets originating from each customer site.


Company Configuration – Managing Ticket Attributes

At HDSI, we recognize that different companies will want to track different data points for their trouble tickets. While HDSI does identify some standard attributes which will apply to all tickets (synopsis, severity, description etc.), each company can configure the application to track additional “custom” ticket attributes (or fields). The application supports two types of custom ticket attributes…

Fixed Value Attributes: These are attributes for which the values can be quantified to a specific list. When creating each fixed value attribute, the company admin will define the attribute, then define the fixed set of values (attribute options) for the attribute. Consider a software development company that needs to track the “type” of ticket generated. This company could define a “ticket type” fixed value attribute as shown here:

Free Form Attributes: These are attributes for which the value does not always fall in a pre-defined list. Consider a manufacturing company that needs to track the device serial number associated with each trouble ticket. This company can define a free form attribute called “serial number”. Because it is a free form field, the user will enter a value at ticket creation time rather than selecting it from a pre-defined list.

AttributeTicket Type

Attribute OptionsBugEnhancementInquiryOther


Company Configuration – Fixed Value Attributes

Togglestatus

Specify an attribute name

Specify up to 5 initial values (options) for the attribute

It is advisable to include an “N/A” or “Other” option if there will be instances when none of the options apply on a ticket


Company Configuration – Fixed Value Attributes (cont)

Use the arrows to orderthe options

Once created, a custom attribute can be modified to create, enable/disable and reorder options.

Togglestatus

Add option


Company Configuration – Free Form Attributes

Togglestatus

Specify the attribute name


Company Configuration – Managing Broadcast Messages

Edit / Deletemessage

Company administrators can create broadcast messages which will be displayed to all company users of the HDSI application. Broadcast messages are typically used to communicate important information to users, such as a known system outage.

Enter message text and applicable date range

A popup calendar widget is provided for easier date selection


Ticket Creation

Choose from groups configured by company administrator

Once the company administrator has configured the company’s HDSI instance, users may begin creating and tracking tickets.

Examples of free form attributes configured by company admin

Ticket may be identified as a child of another ticket

Examples of fixed value attributes configured by company admin


Ticket Edit

All edits require progress notes to be added for traceability


Ticket View

History displayed in reverse chronology


Ticket Tracking – Home Page PerspectiveEach user, on his/her home page, can quickly see the open tickets in his/her queue in tabular layout. Additionally, the HDSI graphing package generates useful metric charts depicting various slices of data useful to the user


Ticket Query Tool

One of the most powerful features of the HDSI application is the ticket query tool. Some of the features include… Sortable columns: A simple click on the column header sorts the data by that column

in ascending order. A second click sorts the data in descending order. Down-select criteria: Most columns allow the user to down-select the query results to

a specified value. Paging capability: The results can be displayed in blocks of records at user-selected

increments. Export to Excel: Data can be exported directly to Excel with the click of a button Printer friendly capability: A printer friendly view of the data is one click away Direct access to view/edit: Click on the view or edit links adjacent to any ticket in the

result set to jump directly to that ticket.


Ticket Tracking – Ticket Query ToolView results in specified block size

Export to Excel

Printer friendly version

Down select by column

Sort column

Direct access to view/edit ticket


Ticket Tracking – Canned Reports

The HDSI application offers some basic canned reports. Others are being added. Your company may request additional reports.


Summary

We hope the tour has been helpful in providing an overview of some of the key features of the HDSI application. We believe our hosted ticket tracking application is extremely powerful yet easy to use. If you would like more information or would like to request access to our demo environment, please feel free to use the “contact us” link.

Thanks for considering HDSI!!!

copyright © 2006 help desk systems, inc. all rights reserved. overview of help desk systems inc....

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