Features

Here are just some of the features you will find in LBE Desktop Helpdesk:

• Automatic escalation.
• Automatic e-mail notification when Jobs become overdue by specified number of hours.
  
• Full audit trail of what actions were taken and by whom.
• Reports generated in HTML format to enable easy publishing to your own web site.
• Create 'child' jobs which must be completed before the 'parent' job can be completed.
• Link files to Jobs - useful for e.g. screen dumps of error messages.
  
• Define multiple views of your data - you control the formatting, even specify conditional formatting (e.g. to make all overdue Jobs appear in bold red).
  
• Define your own private and public views to share with other operators.
  
• Flexible filters of data allow you to e.g. show only overdue jobs assigned to yourself.
  
• Export data to text or html pages.
  
• E-mail notification keeps both customers and operators informed of progress.
  
• Manage support contracts by expiry date and/or number of new Jobs.
  
• Text macros simplify standard replies
  
• Classify jobs into categories.
  
• Prioritization of jobs.
  
• Transfer of jobs between operators.
  
• Specify target completion dates.
  
• Maintain customer, contact and Asset/Inventory details.
  
• Multiple jobs databases - so you could maintain one for helpdesk, one for orders etc.
• Individual privileges control those parts of the application available to each operator.
  
• Online tutorials and full, context sensitive help.
  
  

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