HelpDesk Issue Tracking

Easy to Deploy, Accessible from Anywhere
Because PC-Duo HelpDesk is Web-based, you have access to issues from any browser, anywhere, any time. And since it's on the Web, deployment costs are minimized as there is nothing to install on client PCs.

Web-based Views
PC-Duo HelpDesk provides Web-based views of support issues. Each view is customized to meet the specific needs of potential users.

For example, you can provide tailored views for managers and for help desk staff. Managers don't need to see all the issue details, just the summary information. Help desk staff, on the other hand, need access to all the issue information.

Each view is accessed through the same Web-based interface.

Customization

Enterprise HelpDesk gives you unlimited freedom to customize your help desk to reflect your organization's processes and terminology. Use point-and-click editors to add and remove fields, to make fields mandatory, and to change captions and value lists. You can even brand Enterprise HelpDesk with your company logo and colors.

Easy to Use, Easy to Adopt

PC-Duo HelpDesk works like a Windows application, not like a set of static HTML pages that constantly have to be reloaded. When you run a query, view a record, or submit a new issue, PC-Duo HelpDesk dynamically updates its interface. Similarly, pop-up dialogs are used to generate reports and attach files to records making HelpDesk easier to use and adopt into your organization's support process.

Customized, Automatic Workflow

Enterprise HelpDesk includes powerful workflow customization tools that can be adapted to your specific requirements. Workflow management allows you to define custom process and notification rules that ensure every client call gets the attention it deserves.

Process Rules - Automate the tracking and management of issues through each stage of your help desk process. Ensure that changes in issue status and ownership follow your business processes by defining the different states (such as New, Assigned, and Resolved) that issues can pass through and the rules that govern the transitions between states.

E-mail Notification - Keep team members, users and management informed using automatic e-mail notifications. Define rules that trigger e-mail notifications when an issue is logged or updated, when a field changes, or when a field is set to a specific value. Customize the contents of e-mail notification messages to include all issue information, a summary of the issue, or the change history.

Reports and Metrics

Pre-defined and ad-hoc reports give you the flexibility required for measuring calls, service performance, and goals. Enterprise HelpDesk includes more than 30 pre-built reports that provide summary, detailed, and trend information about your help desk.

Point-and-click report editors make report building fast and easy. Build custom reports/charts and publish them on the Web using today's leading report writer, Seagate Crystal Reports. Export reports to Microsoft Word, Rich Text Format, Excel, and PDF.

Inventory Integration

If you already use PC-Duo Inventory, you can configure PC-Duo HelpDesk to give help desk analysts quick and easy access to detailed software and hardware inventory information, directly from their Web browser.

Integrating PC-Duo HelpDesk with PC-Duo Inventory simplifies the process of logging new support issues, eliminates manual data gathering and data entry, and speeds up issue resolution. Help desk analysts can automatically access software and hardware inventory information for a user's computer by simply typing the computer name in a Web view.

PC-Duo HelpDesk automatically displays the inventory information in the Web view, and provides a live, real-time link to the inventory information in the PC-Duo Enterprise site database. This means help desk analysts always have accurate, up-to-date information about software, hardware, and other assets.

Remote Control Integration

Help desk staff can connect to any computer, from anywhere, and start a remote control session. HelpDesk Web views use PC-Duo ActiveX Remote Control to provide single-click, Web-based access to remote control. No PC-Duo Control is required on the local computer. All that is required is a licensed PC-Duo Remote Control Client on the remote computer.