|
 |
| |
|
|
|
|
| |
|
 |
Help Desk management |
Customer Queries are recorded in a ticketing system with rich and efficient interface. Searching assigning or ticket to group or a particular employee, attaching of attachment and much more features are available.
|
|
 |
|
|
Task and Reminders |
SHD provides a convenient place to add and edit tasks and reminders for future.
|
|
 |
|
|
Managing Accounts and Contacts |
Maintain an account and contact details of the customers and flexible searching of those details.
|
|
 |
|
|
Products |
Maintain the products of the company and refer the tickets to the products.
|
|
 |
|
|
Reports |
Reports can be generated on different criteria like Ticket Status, Login Time, User Work Load, etc., either in Pictorial or tabular format according to the requirements of the user.
|
|
 |
|
|
Data Import |
Provides support for importing of bulk data's at once and indicates the Total number of data's imported.
|
|
 |
|
|
Terminology |
Provides a flexible interface to edit and customize any of the captions, labels or alert messages displayed in the entire system.
|
|
 |
|
|
Customizing Appearance |
The themes used the product can be altered to change the look and feel of the product.
|
|
 |
|
|
Customizing Fields |
Fields in Ticket, Account, Contact and Product can be customized according to the business requirement. Customizations include Adding or Editing of existing fields, changing the visibility or layout of existing fields, etc.,
|
|
 |
|
|
Service Level Agreements |
Adding Service Level Agreements (SLA) enables control over the users interacting with the product. Implementation of SLA includes Adding Business Rules, Auto Assigning of Tickets and setting Resolution hours for a ticket.
|
|
 |
|
|
Role based User Interaction |
Roles define the set of rights to the users for accessing the product. Creating and assigning roles to users enables control over the users access to the product.
|
|
 |
|
|
Other Features |
| Other than the features listed above the product also provide much features like changing the format of ticket number generated, adding quick ticket and create templates for tickets, adding and editing dropdown fields and its values, etc., |
|
|
|
|
