PRODUCT SHEET HelpDesk

Transcription

1 PRODUCT SHEET With Artologik, it is easy to handle both internal and external support issues. All customer communication, answers, comments and questions are saved in the program, so that knowledge and experience within the organisation can be used even more effectively. Artologik is a simple but powerful web based program for managing support. Web based means that the program only has to be installed once on a web server in order to be available to all authorized users via an internet address. All information, as for example contact information, correspondence and previous solutions are thus collected in one place and accessible wherever users are. can be adapted to an organisation s specific needs for ticket handling with self-defined forms, a question pool and standardized answers. All previously handled tickets are saved in a searchable database, so the system learns over time. Once a solution has been entered into the database, anyone can view it and use it to resolve their problem. 7 Thanks to an adjustable reminder system, tickets will not get lost in the crowd. The software contains an FAQ for which it is possible to choose which questions and answers should be visible. In the FAQ, the customers can search answers before registering a ticket for the support team. In this way, customers can get answers faster and the workload for the support organisation is reduced. Seven advantages with Since customers can also log into the system if you wish the availability for the customer increases, at the same time as the work load for the support staff lessens. All previous tickets are gathered in a database which in time becomes a great knowledge resource. All tickets and customer communication is saved, including correspondence, and it is easy to go back to see how previous tickets was handled. is adjusted to each organisation with question forms, user roles, and more. There are also Web service functions which allows you to connect other systems to. Several reports give you statistical overviews which in turn can serve as indicators of where efforts needs to be made, as for example improve support routines, adjust product development and offer training. is web based, which means it can be reached wherever and wherever. All you need is an internet connection and a web browser.

2 Working in It is easy to limit who have access to Help- Desk. The software can be easily integrated with an organisation s intranet and linked to from an external web site so that both customers and staff can find it. All users log in, normally using a unique user name which makes it possible for them to follow their tickets. If your organisation has a public where anyone should be able to search for solutions or ask questions, a user name can be created for an anonymous user role, with the customer then entering the contact details required as part of their ticket. Register a Ticket A ticket can be registered using one of several methods. The easiest way is for the customer to use the form in to register the ticket. It is also possible to use a so-called external ticket form, which can be integrated on your own web site to facilitate for customers to register tickets without logging in. Another option is to allow tickets to be registered automatically from an incoming , according to given rules. Tickets can, of course, also be entered by an operator who receives the ticket by phone, , fax, etc, and then register it in the system. With a form created especially for the object in question, all information necessary to handle the ticket is collected during registration. Each ticket receives a number which both the customer and support staff can use to track the ticket. Quite often the operator can answer a question immediately without having to take further action. The ticket can then be closed immediately on registration, avoiding the necessity for another operator to handle the ticket. In this way un-necessary work can be avoided, at the same time as small matters do not risk getting lost in the handling process. Take or Delegate a Ticket When a ticket has been registered in it is displayed in the ticket list. The administrator can set so that operators qualified to take care of the ticket will be notified by . The operators can choose to take the ticket or delegate it to another operator. It is also possible to take over a ticket directly from another operator, for example if someone on the team is absent. The ticket list is configurable by each operator, so that he or she can display their own personalised ticket list. Once the ticket has been taken by an operator, they can start working with it. Any actions taken or required are documented by the software. The list of actions to be performed creates an easy to follow todo list. All actions which are created, all communication between the operator and customer by , and all other information concerning the ticket, is saved in the ticket form and easily accessible. The operator decides to what extent the customer should be able to follow the ticket, or see actions, ticket priority, etc. In it is possible to create customized sub-statuses. During the ticket handling the operator can change the status to show how far the ticket has progressed. Close a Ticket When the ticket has been resolved, it can be closed. If the answer has been previously saved as a standard solution, this can be inserted directly into the ticket form. The administrator creates standard responses to frequently recurring questions, which simplifies ticket handling and leads to shorter handling times. On closure of a ticket it is possible to choose whether to send the customer a message explaining the solution, in whichthe support member can insert fields such as the ticket description, actions and solution. You finalise the ticket by choosing whether it should be added to the FAQ. In the FAQ, the customers can themselves search for answers before they register a ticket in the support system. If you choose to add the ticket to the FAQ, you can edit the content before it is saved. Follow-up contains a series of reports and ticket statistics. These reports and statistics can be used to assess where action should be taken in order to prevent un-necessary support queries, to improve support routines, or see where education or information are required. News function: Inform users of shutdowns or other information directly on the welcome page. 2

3 The different roles in Everyone entering to search for answers, create tickets, or work with tickets must log-in to the program. Each user logs in as one of six user roles available in. The access rights for each role are decided by settings made by the administrator. Three of these user roles are external roles, available to the customers receiving support, and three are internal roles, available to the support staff handling tickets and administrating the system. External Roles Anonymous user: A role able to anonymously search the FAQ and register new tickets. If anonymous users register tickets, they must enter contact information to enable support staff to reply to their ticket. Organisation user: This may be a customer or other user who has the need to register tickets in. The organisation user can also search the FAQ for answers. Organisation administrator: The organisation administrator can register tickets, but who also has an overview of the whole organisation s tickets and who can administrate information within their organisation. Internal Roles Telephone operator: A user within the support organisation who receives tickets via phone/fax/ and then registers them in. The telephone operator also has the right to view all tickets, and can therefore inform customers about the status of a ticket, or help them search for a solution. Ticket operator: A user within the support organisation who receives, handles and delegates incoming tickets in Help- Desk. Ticket operators have access to all saved information in the database relating to tickets. Administrator: A user who administrates all information and the access rights for the other users. The administrator creates objects, adds and removes questions and standard responses in ticket forms, creates priorities and configures settings. It is the administrator who adds new users and determines the user roles and access rights relating to the creation, editing and viewing of information in Help- Desk. The role of the Administrator The administrator has the main responsibility for the program and creates the basic settings before is first used by the support team. It is the administrator who creates the objects the items on which the organisation gives support and connects them to customers and support personnel. The administrator is also responsible for questions and standard responses being connected to the objects. The administrator creates priorities and sets the customers rights relating to priorities. Customers may be allowed to see the priority, to choose to set the priority themselves when registering a ticket, or even to be forced to choose the priority during the registration process. Some Administrator Tasks: Add users, objects and organisations Create a ticket form for each supported object Create questions for the ticket forms Decide when and to whom reminders should be sent Formulate suitable standard responses Adjust texts and terms used in the program to suit the organisation s own way of working Tailor a priority system Generate reports and statistics on ticket handling Configure settings 3

4 The system that adapts It is the administrator for each organisation that creates the structure in, making it possible to adjust the program to many different types of businesses. suits everything from small organisations with small numbers of tickets and only a few support staff, to large complex structures with ticket handling in several lines. Since is multilingual, it is no problem if your organisation has personnel stationed worldwide. You can all work in the software! Suits Different Types of Ticket Handling is a versatile program and can be used for different types of support and ticket management. At the moment the program is used in various ways, from IT-support to handling personnel matters. Since the administrator is the one structuring the program according to the type of ticket management to be performed, it is possible to adapt the program from the ground up. For example by adding objects, formulate ticket forms and support structure. is therefore equally adaptable and flexible as a tailor-made program. Knowledge database and FAQ contains both a knowledge database and an FAQ (Frequently Asked Questions) to store previously created solutions so that they are easily accessible to both support personnel and customers. Becomes More Intelligent with Time All solutions are saved in a searchable database, to which support personnel and customers have constant access, and the number of solutions grow over time. This leads to shorter handling times because no question should have to be answered twice. and can therefore help them get a quicker answer whilst also removing some of the workload from the support team. It is possible to create tickets directly for the FAQ. Different FAQ lists can be created for different customer organisations. Each list will then only contain tickets relating to that particular customer, making the FAQ both more relevant and more secure for customers. Knowledge Database All solutions are saved in the knowledge database, which is searchable by support personnel when a new ticket is registered, or while working with a ticket to check if there is already a solution documented for a similar ticket. FAQ When a ticket is closed, the operator handling it can choose to save the solution in the FAQ. The administrator then have to approve its publication in the FAQ. The FAQ is available for customers to search before they register their ticket 4

5 Follow-up and evaluation: Reports Artologik contains several builtin report generators to make it easy to extract statistics for follow-up and evaluation. With help from the reports, recurring support issues can be prevented, educational efforts can be targeted and staffing can be planned to get the best from available resources. The reports generate statistics relating to both tickets and ticket handling. When editing a report you can make settings for what selections to use, if the report should appear grouped, who shall have the right to review the report and which period of time it will be displayed. Handling Time This report is used to compile data on the processing time of tickets based on different criteria; for example, how long each ticket has taken to resolve, or how many tickets were solved in a given period. The time can be calculated from the time of registration to closure of the ticket, from registration until it is handled by support staff, or from handling to closure. These reports can be generated to take into account the opening hours of the support desk, or a variety of self-defined time intervals. number of tickets per object, and each object s percentage of the total number of tickets. Ticket List This report permits printing or exportation of selected information from the ticket list; for example, which tickets a certain ticket operator has handled and closed in the last month, or which support questions a specific object generates. This report is useful when improving routines. Ticket Volume The Ticket volume report generates statistics relating to peaks and troughs of demand for the support organisation. The information about when most tickets are registered can be viewed over a period such as a day or a month, and is useful when planning staffing levels. Ticket History The Ticket history report allows you to get information on what has been done on a selection of tickets. Volume Report This report shows the number of tickets and distribution for the grouping you have selected. If you, for example, select Object as grouping, the report will show the 5

6 Extra plug-in functions Another way to adapt the program to an organisation s particular needs is to complement with add-on functions. These functions come as plug-ins which makes them fast and easy to integrate with the main software. Add the functions which can make your ticket handling even more efficient! : ticket handling is a plug-in for those who have a complex support organisation and want to rationalise the support lines. offers possibilities such as delegation of tickets on multiple levels, SLA handling, ticket classification, creation of standard tickets and the linking of related tickets. All designed to make even better use of resources and simplify the process for both customers and staff. In the support organisation can be structured on multiple levels by organising the support personnel into support groups. The administrator can then choose which support group should handle a ticket, depending on the object or object group to which the ticket belongs, or from which organisation or organisation group the ticket comes. It is also possible to set the delegation order between different groups. In this way a more structured way of working is created, increasing the level of service given to customers, whilst at the same time lowering the workload on the support organisation. SLA helps with SLA (Service Level Agreement) management and compliance. The time limits agreed for ticket handling for a given customer organisation can be set within the program. It is also possible to sort the ticket list on the basis of SLA times for a better overview of the order in which tickets should be handled. Child Tickets If you need help solving a part of the ticket, you can create a child ticket and delegate it to another operator, while you are still handling the original ticket and taking care of the customer contact. Standard Ticket A standard ticket is a template for recurring tickets. Standard tickets contain ready-made ticket descriptions and actions, which simplifies both the registration process for the customer and the ticket handling process for the operator. Quick-case Tickets Using quick-case tickets is a way to facilitate the handling of tickets that are closed immediately upon registration. In that way you can make sure that also these tickets are included in the statistics. Linked Tickets In it is also possible to use linked tickets, where related tickets with the same cause can be linked together. All of the linked tickets can then be resolved, and the customers notified, by resolving and closing the main ticket. Classification Classification is done by creating a number of classification questions which are shown for all tickets. Classification questions can then be used for selecting data for both reports and searches. Hierarchic Object Structure lets you create an object hierarchy with an unlimited number of levels. 6

7 Map: Map function This plug-in makes it possible to mark distances or areas for a ticket on a map (Google maps). The function can be used for different types of tickets demanding specification of a location, as for example permissions of different kinds. The user simply marks the area he or she wishes to discuss. There are different marking tools for defining a map area; draw a rectangle, a circle, a shape or a line. Apart from seeing the marked area for the specific ticket, ticket operators can also choose to show other tickets in proximity during a certain time period. Marked areas are shown in different colours: green for on-going, red for finished and blue indicating the work have not yet started. By clicking the icon for the marked areas ticket operators can see information about the different tickets in a pop-up window. By connecting questions to the objects, as for example date: When will your project start/finish?, the answers can be used as a selection criteria. If no questions of this kind is being used, expected start/ end date can be used, or the ticket registration date. The Map report allows you to make selections and show tickets on a map, as for example tickets registered on a certain date or during a certain time period. Track: Product register Complete with a product register to track which articles or products each individual support client has. A product can be anything on which support is given; for example, a product, services, activities, people, places and much more. The product register can be imported to in XML format. Track allow you to get an overview of all articles on which support is offered, and thereby evaluate and rationalise administration. The reports from Track are useful when organising the support department s resources by identifying the products needing the most support. Statistics give a detailed picture of the causes of issues handled by the support team, which can be used to direct product development towards eliminating common problems and improve products that requires a lot of service. It is easy to create connections between product and customers, to get a good picture of customers support history. Customers reviews about your products can be followed and thus creates a good overview of relations with each customer. Customer relationships can be nurtured through training and information efforts. Information from reports and support data can be used as basic data so that activities are correctly targeted. Advantages of Track: An overview of all products in service to optimise their management Link certain products to specific customers Detailed information about the causes of questions and problems handled by the support team An overview of product and customer support histories shows which require the most support resources Organise the resources of the support department according to the products which require the most support Reports and support statistics enable product development to be better managed in order to improve key products and avoid common problems Information based on reports and support statistics can also form the basis for training or information campaigns You can create product questions to be answered when a product is linked to a ticket. The Product report lets you display information about the products. 7

8 TIME: Records support time With TIME it is possible to register time in your support software. TIME is a connection between and the time registration program TIME which allows you to record support time actual time spent on a ticket in order to get accurate statistics and/or charge the customer for the time spent. The time spent on a ticket can be accounted for in detail, down to the minute. In TIME you can then create invoice details and invoices. The time registration is handled in a smooth and easy way directly in the ticket form or at an action. It is possible to see the registered time in the ticket form on a ticket or on separate actions. controls TIME is the application which is in control. When a new customer is created in the data is copied to TIME where the customer will also appear. If the new customer is connected to an existing customer the information from will overwrite the information in TIME for the specific customer. In TIME you can also choose if a new project shall be created per customer object or per customer. TIME In order for TIME to work you need the software TIME, apart from and TIME. TIME is, just like, a user friendly and web based program. Read more about TIME on our web site Advantages of Track: An overview of all products in service to optimise their management Link certain products to specific customers Detailed information about the causes of questions and problems handled by the support team An overview of product and customer support histories shows which require the most support resources Organise the resources of the support department according to the products which require the most support Reports and support statistics enable product development to be better managed in order to improve key products and avoid common problems LDAP: Catalogue services LDAP makes the administration, handling and validation of users easy. It is possible to create a user environment with single sign-on, integrating the and Windows log-ins and thereby making the entire log-in procedure automatic. A connection to the directory service (Active Directory) lets you avoid double administration as user information is automatically updated from a single directory. Regardless of whether information is added or changed in or any other Artologik program using the same register, the information is updated in each program. Configuration The configuration is made by an interface to which only one user in the system has access. In this interface search strings and log-in data can be set for the data source. It is also possible to define one or more import catalogues from which the users should be imported. 8

9 Checklist for program features General Web-based Multilingual (English, Swedish, German and Spanish) Help texts in the program, specific for each user role Forum-/newsfunctionality User defined welcome page for each user role Image Archive - e.g. upload logo to use at the welcome page Connect object (type of tickets) to customer and operator Enter opening hours (for calculation of processing time, SLA, etc.) Objects (type of tickets) in multiple levels Divide the operators in support groups SLA Ticket registration The customer logs into the program and register himself/herself Operator registers for the customer Manual registration by incoming Automatic registration (according to rules) based on incoming On-line registration form on an external website Ticket form questions, specific for each ticket type The ability to set required questions The ability to attach a file The ability to create a new customer at registration The ability to close the ticket directly at registration Ticket registration Start with standard ticket (template for a typical ticket) Quick-case templates for tickets that may be closed directly after registration Alerts / Reminders Monitoring of incoming tickets via pop-up window reminders for incoming tickets Select desired headings in the list of tickets and sort by desired heading Make your own selections and filter the ticket list to display desired tickets Ticket Management Enter alternative contact persons for a customer Standard replies, specific for each ticket type Documenting activities Change status while ticket is handled To-do list Document solution Send/receive s from within the ticket All concerning a ticket is gathered in the ticket itself Attach files to the ticket Enter expected start date Enter expected end date Set priority See ticket history - logging the actions for a handled ticket 9

10 Checklist for program features Ticket Management Delegate the ticket to another operator Delegate the ticket to another support group Delegate part of the ticket to another operator Get information on the ticket SLA deadlines Connect tickets that have the same cause Classify tickets Register time spent on handling the ticket Generate invoice data for registered time Connect articles from the article register to the ticket to a closed ticket reopens the ticket Multiple addresses to the system signature for each user confirmation to the customer at registration The ability to send an automatically generated when closing a ticket Templates for confirmation, and the sent when closed addresses linked to support groups Knowledgebase / FAQ Support staff can search among all the tickets Customers can search the FAQ Adding an ticket to the FAQ when it is closed Knowledgebase / FAQ Create a ticket directly for the FAQ Make the FAQ search be available public Group FAQ-tickets in FAQ-lists Make FAQ-lists available public Connect FAQ-lists to certain organisations Translating the FAQ tickets to multiple languages Reports Handling time SLA report Volume report (number of tickets and distribution) Ticket list (export of the desired ticket data) Ticket volume (graph over time) Ticket history (see what has been done on a selection of tickets) Make your own selection and groupings, and save these Access management (also for customers) User Management Create a new user during ticket registration Importing users from file Importing users from directory service 10

11 Voices about The Artologik Helpdesk system allows us to effectively support our wind tunnel systems customers. Its web interface ensures that all information relevant to a support request is entered by the user, logged queries are then visible to any available support engineer. The reporting capabilities help us keep track of ongoing support requirements and prioritise them. Maximiliano Lotto, Programme Manager, Cosworth The user-friendliness and simple structure of Artologik has made it possible for us to increase the availability and service level on our new HD department. Anna Strömblad, ABB Artologik smart cloud services which save time We believe in intelligent simplicity and have a vast experience of Cloud Computing Services. Through the years we have developed a program line created in order to make your work easier and save time. The Artologik series consists of five programs. is the support software that simplifies and streamline your internal and external support, service and ticket management via the web. Survey&Report is an advanced but yet user-friendly survey tool which makes it fun and simple to create evaluations, examinations and reports. EZbooking is a web based booking system that gives a great overview. This is a program perfect for all of the organisations internal bookings. TIME is a userfriendly program for those who want to manage, evaluate and report time in a simple way. And for those who want to save time! ProjectManager gives you control over your projects, from planning to accounting. It is also easy to generate reports for follow-up and evaluation. 13

12 General information about the program Technical requirements If you rent the program, all you need is a web browser. When purchasing a license the program has to be installed on a Windows Server. Web browser - Internet Explorer version 9.0 or Mozilla Firefox version 3.5 or later - Google Chrome version 6.0 or later Rent Primarilly we offer you to rent our products. We guarantee an availability of 99,9%. All costs are included in the rent, as for example license, hosting, technical support and version upgrade (read more under the headline Support and Warranty). The shortest period to rent our software is six (6) months and the period of termination is three (3) months. Purchase a license for own installation The web server has to fulfill the following requirements: Operating system: Windows 2008 R2, 2008 or 2012 Disc space: 10 GB RAM: 2 GB Data base: MS SQL Server or MS SQL Express Webserverprogram: IIS 6 or later Current technical information is also available on License Sizes The size best suitde for your organisation depends on its complexity. Contact us if you are unsure which license you should choose. We can then, together, come up with the size that best fits your needs. Available License Sizes: Light: Max 2 operators/administrators. Standard: Max 5 operators/administrators. Enterprise: Max 10 operators/administrators. Extra pack: Extra operators/administrators in pack of 5 can be bought as required. Extra pack is only available for the Enterprise license. Prices Rental License The set-up fee is 180. A rental license includes both free technical support and updates: Monthly Fee Light: Standard: Enterprise: Extra pack (5 oper./admin): 80 /month 160 /month 270 /month 40 /month/pack Purchase License Light: 900 Standard: Enterprise: Extra pack (5 operators/admin): 900 /pack Plug-ins Size Rental Purchase Light: 30 /month 500 Standard: 60 /month Enterprise: 120 /month Track Size Rental Purchase Light: 30 /month 500 Standard: 60 /month Enterprise: 120 /month TIME Size Rental Purchase Light: 30 /month 500 Standard: 60 /month Enterprise: 120 /month Map Size Rental Purchase Light: 25 /month 350 Standard: 45 /month 750 Enterprise: 90 /month LDAP Size Rental Purchase Light: 25 /month 350 Standard: 45 /month 750 Enterprise: 90 /month All prices are excluding VAT. All prices are subject to alteration. You can find the current prices on our website Support and Warranty is easy to use but there may still arise some questions. If you encounter technical problems related to the software itself, you can search for answers in the FAQ of our own at: When you buy an Artologik program you always get a one year warranty (starting from the invoice date) for all the promised functions. You can also purchase a complete service agreement that runs on an annual basis. There are service agreements for both HalpDesk and its plug-ins. For complete price information, please visit: A Service Agreement Includes: Permanent access to the latest version of the software Free technical support over the phone Free technical support via Free technical support from our helpdesk within one working day A program functionality warranty An upgrade warranty only pay the price difference when changing to a larger license Prices for Service Agreement Annual Basis With a Rental License A service agreement is included in the rental fee. With a Purchase License Light: 150 /year Standard: 450 /year Enterprise: 900 /year Extra pack (5 operators/admin): 150 /year Training In order for you to get started with the program quickly we offer training sessions. Choose between half day or full day. Modern technology also enables us to have training online. Learn more on Would you like further information? On our web site you find further information about the software. There you can also order a trial site. You are always welcome to contact us with any questions regarding our software. Simple is smart Administrative software in your web browser Artisan Global Media, Videum, S Växjö, Sweden Tel: (UK) / (Sweden) Web site: info@artologik.com Try the Artologik programs for free on Sales contact: France Tel: Germany Tel: Spain Tel: