Pannasoft HelpDesk Application Software

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

The Pannasoft Customer Support Suite combines our Help Desk Tracking Software with our very powerful, full featured Pannasoft 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 uses of the Pannasoft Help Desk Applications include:

• Intranet/Extranet Web Customer Support Portal
• Help Desk Support Software 
• Help Desk System Issue Tracking 
• Inter-Department Service Request Tracking - i.e. equipment moves
  
  HelpDesk Application 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 system 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 system, customers/end users can also track the status of their request through your web site.
  
  

• Organize & Track Requests Across Departments: Distributed Help Desk Applications Management allows each department or group within your organization to manage their own support/request/project queue.  Managers can view/manage all queues through the help desk tracking software.

HelpDesk Application Software Features
click to see selected feature below

• Web Based, Configurable, Industry Standards

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

  • Easily Accessible on your Corporate Intranet or Web Site

  • Non-Proprietary, Industry Standard Architecture (MS Access, MS SQL Server or Oracle)

  • In-House & Hosted (ASP)  Help Desk Tracking 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

  • Search Knowledge Base Articles - allows end users to search in Knowledge Base articles before submitting a ticket

  • Submit Tickets - allows end users to submit a ticket directly into the HelpDesk application 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

  • User Roles Management - allows customizable user roles so you can define what your users can and cannot do
    
    

• Active Directory LDAP Integration Or Standalone Authentication

  • End User Active Directory Authentication & Search - single sign on for corporate end users. 

  • Built in User Authentication - complete built in User Management if Active Directory is not used 
    
    

• Automatic Email to Ticket Processing

  • Monitors an email account and automatically adds/updates a ticket from the email message.
     

• Easy-To-Use Administrative Page

  • Configure all your helpdesk application settings from an user-friendly administrative page - You have the full control to configure how your application works from a single page
     

• SLA/Ticket Escalation

  • Unlimited Priority Levels & Time to 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 system 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. 
    
    

• Attachments (Up coming feature)

  • Quick Attachments - easily add attachments (i.e. screen shots of error messages, etc.) to a  help desk tracking ticket.
    
    

• Robust, Easily Configurable Ticket Queue

  • Flexible Ticket Queue - Easily enable/disable columns to display

  • 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 support software tracks cumulative time spent on ticket.
    
    

• Robust Knowledge Base Integration

  • End User Self Help - provides a web self help system to end users/customers allowing them to answer their own questions within the 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

  • Ticket to Knowledge Base Article Creation - allows you to quickly create a Knowledge Base article from a Ticket Description/Resolution.
    
    

• Reporting

  • Flexible Reporting capability - Our HelpDesk application 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 help desk tickets in different languages.  Utilizes the same system for providing global customer support.
    
    

• Database Support

  • Microsoft Access (for low volume use)

  • Microsoft SQL Server
    

HelpDesk Application 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+ 

• Web Browser: Cross-Platform Browser