helpdesk 360

© Copyright Velocity Software Solutions

Helpdesk 360 Velocity

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Agenda

1. Introduction to Helpdesk 360 & Salient features

2. Product Featuresi. Roles – Admin, Staff, Userii. Authentication

a. Active Directory b. LDAPc. Lotus Dominod. Self Authentication

iii. Request Formsiv. SLAsv. Ticketsvi. Ticket Work Flowvii. Remote Desktop Accessviii. Reporting

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Introduction to Helpdesk 360 & Salient features

• Comprehensive business-class Help Desk Software.

• Intuitive interface, support for SLAs, reporting,.

• Ticketed support and escalation management.

• Advanced reporting, workflow, SLA and ticket scheduling features.

• Flexibility – Authenticate with any popular system – Active Directory, LDAP Server, Lotus Notes and Self Authentication.

• Predefined ticket responses.

• Remote Desktop Support.

• Robust and extendible backend built on Struts Framework.

• Open Source Softwares used for building – Java/J2EE, MySQL, Struts.

• Cut costs, streamline your support, consolidate your e-mail and offer your users a better service.

• Reporting

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A look



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Product Features

• Roles – Admin, Staff, User

Helpdesk 360 provides three types of User Roles

Admin: Has all rights in the system. Admin can make changes in the system configuration and also control and change ticket flow.

Staff: Staff role is for the Helpdesk Personnel responsible for ticket resolution. Tickets can be automatically as well as manually assigned to the staff for resolution. In case of any delay the tickets start aging and getting escalated.

User: This role is for the end users who raise the tickets for problems with their systems. This role can be assigned to all employees of a company, or users of a website/software.

productsquality

roles



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Admin Role Demo



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Admin Screen – User Management

Configuration Panel Filtering CriteriaLink to add a new userUser Details



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Admin Screen – Categories

Configuration Panel

Actions – Edit category, View Sub Categories, Delete Category



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Admin Screen – SLA List

Click for SLA list Add new SLA



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Admin Screen – New SLA Creation

On this screen you can select the SLA configuration details.



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Admin Screen – Edit Group Permission

This screen is used for editing group permissions for a group. Every user falling into this group will have these rights/permissions.



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Admin Screen – Edit Color Scheme

Change the color scheme of the system from this simple panel.



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Staff Role Demo



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Staff Screen – Welcome Screen

This is the screen where a user under Staff role can see the tickets assigned to him/her.

Filters to select the ticket.Default is ALL tickets.



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Staff Screen – StatisticsChart for the Ticket Statistics

Text based Ticket Statistics Select 7 different types of charts



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Staff Screen – Profile

On this screen Staff user can edit their profile.



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User Role Demo



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User Screen – Creating a New Ticket

Screen to create a new ticket.



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User Screen – Creating a Form

Creating and submitting a Request Form.



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Authentication



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Helpdesk 360

Active Directory

LDAP

Self

Lotus Domino

Authentication



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Request Forms



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Request Form by

user

Automatic Ticket

created

Approved by the

Manager

Implemented by

Helpdesk

Request Form flow



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Service Level AgreementSLA



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SLA List

Click for SLA list Add new SLA



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New SLA Creation

On this screen you can select the SLA configuration details.



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Tickets – Creating Tickets

Create a new ticket by logging in as a normal user. No need of pre-registration for users if external authentication is used



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Tickets – View/Edit Tickets



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Tickets – Workflow

Raised by User

Automatic / Manual

assignment to Team

Accepted by Staff

Closed by User

Fixed by Staff



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Tickets – Staff Workspace Select the tickets and Accept



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Tickets – Staff Workspace – Working on a Ticket

Ask for more details from user via messages

Take remote access of user’s machine

Resolve or Re-assign



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Reports – View / Download Reports in different formats – Online/PDF/Excel



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Remote Desktop Connection

Ability to take remote control of the User’s machine thus helping reducing overhead of movement.

Efficient work management and fast resolutions.

helpdesk 360

Technology