ServiceLedger HelpDesk Add-On Module

Trouble Ticket & Help Desk Features for ServiceLedger

ServiceLedger HelpDesk Add-On Module is perfect for service organizations that provide remote and/or telephone support. HelpDesk allows you to track trouble tickets from creation through resolution and is fully integrated with ServiceLedger.

Key Capabilities

General Information

• Robust database utilizing MS SQL Server for optimal performance on any database large or small (ServiceLedger provides a run-time license that prevents you from having to purchase MS SQL Server)
• Utilizes the same database as ServiceLedger

Information Management

• Know where you stand with your current helpdesk queue using the Dashboard or Queue Viewer.
• Identify areas of strength and areas you need to improve.
• All critical information available at your fingertips using the Dashboard or Snapshot Views.
• Robust reporting allows you to generate reports on your business or modify or create new reports for your needs.

HelpDesk Management

• Create trouble tickets and track the status of each trouble ticket until resolution.
• Auto-escalation allows you to escalate trouble tickets based upon past-due or critical status.
• Re-assign feature allows one user to re-assign ticket to another user with explanation of why the ticket was re-assigned.

Queue Management

• Each user has his/her own queue allowing them to see the tickets they are responsible for with past-due and critical alerts.
• Common queues for New Tickets, Past-Due Tickets and Critical Tickets allow users to always see tickets that need immediate attention.

KnowledgeBase Management

• Search your KnowledgeBase for each trouble ticket or create a KnowledgeBase entry for each ticket at time of resolution.
• Full-searchable allows you to search within HelpDesk for ServiceLedger or via the web.

Performance Measures

• Allows you to track the performances of your resources including scoring based upon how quickly they resolve issues in relation to guaranteed response times.
• Comparisons allow you to see how many tickets become past-due or critical for each user.

Robust Reporting

• Dozens of canned reports allow you to track every aspect of your helpdesk operation.
• Create your own reports or modify existing reports using Crystal Reports.