Features and Benefits

Features	Benefits
Service Level Satisfaction	Increase the number of single call resolutions, improve staff productivity and reduce downtime for end users with a standardized issue/ticket tracking system.
Customizable & Intuitive User Interface	Easily install and implement Help Desk Authority with interchangeable platforms (Web and Windows), flowing navigation, customizable views, and standardized data fields to protect the integrity of the data all from a simplified, intuitive interface that can be optimized for internal or external help desk needs.
Knowledge Base Articles	Use of built-in knowledge base articles allows users/help desk personnel to access historic data based on related issues so service requests are reduced and productivity is increased.
Skills Based Assignment	Assign issues to the help desk staff that possesses the most knowledge on the given issue.
Ticket Lifecycle	Create tickets using templates or convert information received in emails; categorize and run queries against support requests specific to business requirements by status, priority, type or category.
Issue Escalation	Free- up administrators by allowing end users/customers to enter, update, and check on the status of issues and if necessary, automatically escalate those issues and notify appropriate staff of urgency in real-time.
Effective Staff Utilization	Increases productivity by empowering help desk personnel/customer service representatives to resolve issues appropriate for their skill level , create knowledge base articles based on known issues/fixes, and escalate issues automatically to ensure nothing falls through the cracks.
Real-time Communication	Notify staff and users as to what the status of their tickets are in real-time and automate e-mail delivery of those notifications using predefined templates.
System Integration	Synchronize issue information with data pulled directly from Active Directory. Addtionally, convert your email into a help desk ticket based on that predefined list in the database or pulled directly from AD.
Mobile Support	Allows agents who use iPhone/iPod to stay connected to their Help Desk Authority database. Now you can add, update and edit issues wherever Wi-Fi, internet or mobile service is available.
Asset Management	Give help desk administrators the ability to inventory machines across their network to get a comprehensive look at hardware and software installations and then tie that information directly to help desk issues.
Password Reset	Provide end users with the ability to reset passwords or unlock their own accounts without contacting the help desk or using insecure kiosks.
Remote Support	Extend the reach of the help desk to provide anytime remote support of machines on the LAN or across the internet.

Version:	8.2
Date:	29/01/2010