Web Help Desk. Auto Route & Assign Tickets

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1 Help Has Arrived. Web Help Desk Auto Route & Assign Tickets Maximize the Power of the Web Help Desk Software with Dynamic Routing and Assignment of Service Requests Powerful Software for Service Management

2 Features and Benefits At-a-Glance! Gain instant service efficiencies by virtually eliminating manual assignment of trouble tickets! Use intelligent business logic routing that fits your organization"s operations! Utilized customer support staff"s skill-sets and availability for trouble ticket assignment! Route Tickets from specific customers to specific staff personnel or a group of Techs! One-Click Auto Routing during ticket reassignment scenarios Auto Route and Assign Tickets Stop manually assigning help requests to the customer support personnel that you THINK is available and has the skill set to address the trouble ticket! The Web Help Desk software uses intelligent business logic to determine which technical support operator is assigned to a new service request ticket. Factors included in the decision logic include:! Submitter and Operator Location! Submitter and Operator Department! Skill-set of Operator vs. Category of Ticket! Operator"s Work Schedule and Availability! Work Load Balancing for Operator Group various locations and departments within our help desk software to allow the tracking of requests from separate entities within your organization to be centrally managed. Jobs can also be assigned to a Tech Group pool, so your technicians can select jobs as they become available. Locations, Departments, and Customers As a customer submits a ticket to the service desk, the Web Help Desk software identifies the submitter's predefined location, department, and customer organization. Such enduser information can be populated in Web Help Desk by:! LDAP and Microsoft Active Directory#sync! Client import via TSV or CSV spreadsheet! Manual operator entry! "Create Account" option for endusers to create their own account. w that the Web Help Desk knows the submitter's location, department and/or customer organization, the software knows which customer support personnel work with the matching criteria and routes accordingly. Ticket Category vs. Technician Skill-Set The Web Help Desk software analyzes a new help request ticket Category, and all subcategories, selected by the ticket submitter and cross references this category with the skill sets defined for individual support staff agents or group of agents to determine where to route this request based on type of request submitted to the help desk. Work Schedules and Time Zones t all support personnel work in the same time zone, nor do support personnel work the same work schedule or shifts. If your service desk department runs 24/7, with multiple personnel shifts throughout the world, Web Help Desk allows your tech support to follow the sun with ease! Define support personnel's work schedules and even flag a technician as "out of office" when on vacation or sick. #There is no need to assign a ticket to a support agent who is not working! Work Load Balancing If Web Help Desk is configured to assign a trouble ticket to an individual support agent within a specific group of personnel, our help desk software will execute work load balancing and automatically assign the request ticket to the operator with the least amount of open tickets. Utilizing these routing and assignment algorithms configured to your organization"s specific requirements creates instant efficiencies and headache-free knowledge that your help desk always get the right agent on the job!

3 Auto Assign Tickets to a Tech, a Group of Techs, or a Group Manager As service request tickets are submitted of a particular category, Web Help Desk identifies the appropriate group of customer support staff. Web Help Desk administrators intuitively define the level of auto-assignment logic for each group. Auto-assignment may be configured in the Web Help Desk software at the following levels:! A Specific Technician! Group Manager (for manual assignment)! Tech Lead (for manual assignment)! ne (assign to Group Pool) Easy Skill-Set to Technician Association The Web Help Desk software easily promotes associates between trouble ticket categories and groups of service management staff. Ticket Categories, with unlimited sub-categories define the type of request being submitted. Thus, the skill-set required to fulfill such a request ticket is associated to one or more service management personnel for logical routing of service requests. Multi-Tier Help Desk with Auto-Assign Level-1 through Level-X Help Desk Tiers may be defined to assist with escalations. When an escalation is required, auto assignment can be engaged.

4 We were looking for a help desk solution that allowed us to run reports, track inventory and integrate purchase requests and Web Help Desk fit our requirement lists very well. The Web Help Desk team has been extremely knowledgeable and very responsive to our needs. - Chad Webb NOAA (National Oceanic and Atmospheric Association) The Web Help Desk Group Tickets view allows help desk agents to view trouble tickets in their l o c a t i o n, department, and skill-set as they are automatically assigned to one of the Ticket Pools that an a g e n t i s a member. Simply click on the Select button to assign to yourself. SLA Alerts give visual queues (see red & orange above). Sort Web Help Desk data columns with a simple click. This example shows the data column for SLA Alert Levels. Sort the Technician column to easily locate tickets that have not been selected by an agent while residing in a specific group ticket pool. Service Management personnel belonging to a specific Ticket / Technician Group can easily review a ticket in the pool and click the Select button above to remove it from the selectable pool.

5 Since we have to support both Mac and PC users, it s important to have a system which can be accessed by both platforms. The Web Help Desk software does this for us at a fraction of the cost of other webaccessible help desk solutions and asset tracking systems. - Patrick Hopewell University of Toronto The Web Help Desk My Tickets assigned to the agent. All data view shows a help desk agent service ticket that a r e s p e c i fi c a l l y columns are sortable, with a simple click. Additional columns and views of the data that makes your team the most efficient are easily created; including custom field data. Insert 1 shows how to switch between data views. Insert 2 shows configuration for a new column set view.

6 Support is absolutely amazing - they take your suggestions, requests, bug reports and they fix them FAST. The interface is great. I m running it on a Windows machine with SQL There are approximately 1,000 users. EVERYONE loves it - It s easy, stable, and fast. - Brandon Edling GEAR for Sports Follow The Sun - At the Customer Service Operator"s account level, a Web Help Desk administrator may define which Business Zone (Time Zone) he or she is located, define a work schedule, flag an operator as on vacation, and define a backup operator. Create Instant Efficiencies and Cost Savings Web Help Desk software preferences allow for configuration to automatically route, assign service requests, and effectively follow the sun with support. This automation reduces or eliminates wait-time for manual trouble ticket assignment by your support staff. Tasks related to manually assign trouble tickets may be virtually eliminated; freeing up resources to engage in other cost savings activities. * Please see the Web Help Desk Ticket Assignment Logic Workflow Chart on the following page. Contact Web Help Desk Sales Today! "Schedule Live Walk-Through "Request Price Quote "Ask Questions "Download Server Trial Toll Free: (USA & Canada) Phone: $ (Global) Fax: $ Website: Help Has Arrived.

7 New Ticket Web Help Desk Ticket Assignment Logic Is the Ticket's Problem Type in a Tech Group? > [Group] > Problems Supported Assign to Lead Tech for the Problem Type* Preferences > Tickets > Problem Types > [Problems Type] > Lead Technician Level 1 Auto-Assign Tickets > [Group] > Tech Group Levels > Level 1 > Auto Assign Tickets to Place in pool of tickets for Tech Group Level 1 > [Group] > Level 1 > Assigned Techs To set whether all level techs, the group manager only, or no one gets an , see Techs > Tech Groups > [Group] > Tech Group Levels > Level 1 > Recipients of Client Updates Assign to Lead Tech for the Problem Type* Preferences > Tickets > Problem Types > [Problems Type] > Lead Technician Lead Tech Level Tech Auto assign to? Get techs in Tech Group Level 1 Group Manager Assign to Manager of the Tech Group* > [Group] > Tech Group Info > Group Manager May use Location Group Manager instead if specified at > [Group] > Tech Group Info Filter out any techs not currently scheduled or on vacation > [Group] > Assigned Techs Techs > Technician List > [Technician] > On Vacation Techs > Technician List > [Technician] > Specify Work Schedule Is the ticket's Location in a Location Group? Locations > Location Groups > [Group] > Assigned Locations Filter out any techs not in the Location Group Locations > Location Groups > [Group] > Assigned Techs * If the assigned Tech is marked as "On Vacation" the ticket is assigned to the "Backup Tech" for the original assignee. To enable Departments, check Preferences > General > Global Options > Use Departments Is the ticket's Department in a Department Group? Locations > Department Groups > [Group] > Assigned Departments Filter out any techs not in the Department Group Locations > Department Groups > [Group] > Assigned Techs Are any techs remaining? Assign to Manager of the Tech Group* > [Group] > Tech Group Info > Group Manager Assign to tech who has fewest load balance tickets* Specify which status types are used in load balancing at Preferences > Tickets > Status Types > [Status Type] > Use for Load Balance

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