An easy-to-use yet powerful ticket handling solution. Makes life simple for both customers and personnel!

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1 An easy-to-use yet powerful ticket handling solution. Makes life simple for both customers and personnel! Projekthanteri ng Tidredovisning Enkäthanteri ng E-postmanagement hantering iceringsverktyg Bokningssystem Project management Time management Surveys Publ Publication tool Booking system

2 makes ticket handling quick and easy. Its web technology ensures that all knowledge and ticket information is readily accessible Artologik is an easy-to-use program which deals effectively with both external and internal support and ticket handling. The program is equally suitable for handling human resources issues as technical support queries. Thanks to its web-based interface, makes your support desk less tied to telephone hours and puts an end to tickets being lost or forgotten, whilst at the same time ensuring that tickets go to the right operator straight away. The customer needing help can enter via the web and search for a solution in the FAQ. If no answer is found, the customer can register a ticket. The ticket is then immediately available in the system and can be handled by support personnel. Tickets can also be registered on behalf of the customer by an operator who receives their call, fax or . How does make ticket handling easier for support staff? Customers can register tickets themselves, leaving support personnel to concentrate on answering them All knowledge in the organisation is compiled in, with all tickets, solutions and answers saved in the database. Questions only need to be answered once, making the system even more effective over time Customers also have the possibility to search for a solution among previously resolved tickets, thereby lowering the number of tickets registered Both customers and support staff benefit from

3 »Using our support staff spend their time solving problems instead of receiving them on the phone.«henriette Jareklew, Landskrona town council Seven benefits of is web-based, making it easy to access and work with the program from anywhere in the world with just internet access and a browser Tickets cannot be forgotten or lost by the support team, thanks to the flexible reminder routines in Because the system is accessible by customers, support availability increases whilst at the same time workload is reduced for support staff All resolved tickets can be saved in a database that grows over time into a useful knowledge resource All tickets, including communication relating to a ticket, are saved, making it easy to see what has been done in a particular case and how previous tickets were handled can be adapted to fit your organisation s individual needs with personalised ticket forms, standard responses and flexible user rights s report generator and statistics are invaluable indicators for fine-tuning a support organisation Landskrona town council chose Landskrona town council in Sweden uses to handle internal IT support. Henriette Jareklew, IT project manager at Landskrona municipality, says that has reduced the pressure on the support team, which now spends less time receiving tickets and more time on solving them. The customer appreciates getting confirmation when they have added a ticket to. This way they know we have received the ticket and they can check the status in the ticket list online without having to call us to see what is going on. Henriette also thinks that the knowledge database really helps the support team: Of course, the log of solutions is a great help. Sometimes you have completely forgotten how you solved a problem and by using the knowledge database you have the solution right away. For more references, visit

4 - the support program that simply becomes more clever with time handling Knowledge database and FAQ has an advanced handling system Common questions and answers are listed in an FAQ where which makes it easy to follow the correspondence the customers can themselves search for answers to their relating to a ticket. It is also very simple to generate a questions. The knowledge contained in your ticket from an incoming . system is thus reused and the same question does not need to be answered twice. Create ticket forms For each object on which the organisation gives support, a ticket form is created containing all the Reports questions the customer should answer at registration. has an integrated report generator. You This means that all the information required for handling can choose a variety of criteria to customise and the ticket is automatically provided for the support team. save reports for your own statistical needs. Customise your by adding plug-in functions You can further optimise for your organisation s particular ways of working by adding plug-ins to the program. These complementary functions are fast and easy to add to your installation of. Complement with functions that can make your ticket handling even more effective. Visit for more information and current price list. HD-Advanced Advanced ticket handling HD-Asset Inventory system HD-Track Product register HD-LDAP Directory services HD-TIME Keeps track of support time HD-Advanced is a plug-in ideal for complex support organisations which need to rationalise their support lines. HD-Advanced includes features such as: the possibility to delegate tickets on several levels, SLA handling, ticket classification, standard ticket creation and the possibility to link tickets resulting from the same cause. HD-Advanced helps you make better use of your resources and simplifies ticket handling for both customers and support staff. HD-Asset is an inventory module that can be used both as a plug-in to and as a stand-alone application. If the program is connected to, inventory items can be connected to users, and relevant information is then available when a ticket is handled for that user. HD-Asset gives a convenient overview of computers, licences etc in an organisation. Items which cannot be scanned via the network can be entered manually. The program is web based which makes it accessible from any computer with internet access. Complement with a product register to track which articles or products each support customer receives support on. An article can be anything on which the organisation gives support, and this plug-in can therefore make it easier to evaluate and rationalise support. The product register can be imported to in XML format. HD-LDAP makes the administration, handling and validation of users easy. You can create a user environment with a single sign-on, integrating the and Windows log-ins, thereby making the entire log-in procedure automatic. With HD-TIME it is possible to handle support tickets and register time in a single program. HD-TIME connects to Artologik s time management software TIME, permitting recording of the time spent on a particular ticket, and facilitating detailed client invoicing. The time registration is made directly in the ticket form or in connection to a specific action.

5 Technical requirements All Artologik programs are developed for Windows but can be adapted to other operating systems. Rent All Artologik programs can be used as a rental solution. Since 1995 Artisan has offered SaaS (Software as a Service) with a high quality hosting service. We guarantee an availability of 99,9%. For more information, visit When a program rental is ordered from us, it is delivered on the same day as the order is received. All expenses are included in the licence fee (licence, hosting, support and version upgrades). The minimum rental period is six months, and the term of notice is three months. Licence on own server You can also purchase a licence to install on your own server. The web server must fulfil the following requirements: Server; Windows 2000/2003/2008 Web server program: IIS 4 (or later), Apache Disk space: 500 Mb Database: MS Access or MS SQL server. Sizes is available in different editions, depending on the total number of Ticket Operator and Administrator users (active users) required. Light: Maximum 2 active users. Recommended database: MS Access. Standard: Maximum 5 active users. Recommended databases: MS Access and MS SQL server. Enterprise: Maximum 10 active users. Recommended database: MS SQL server. Packs of 5 extra users can be bought for addition to the Enterprise licence when required. is tested for following databases: MS Access and MS SQL Server. Prices Cost of rental The one-off set-up cost for is 180 EUR. The prices are monthly rental fees. EUR Light: 80 Standard: 160 Enterprise: 270 Extra users: 40 Säljs i 5-pack Packs of extra users are only sold for the Enterprise edition Purchase of licence EUR Light: 500 Standard: Enterprise: Extra users: 500 Service agreement, yearly basis Light: 150 Standard: 450 Enterprise: 900 Extra users: 150 All prices are exclusive of VAT. All prices are subject to alteration. Visit for current prices and prices of plug-ins. Support and guarantee Even though all Artologik products are simple to use, questions can arise. If you come upon a problem that affects your program you can search for an answer in the FAQ or register a ticket in our web-based support tool at artologik.com. When you buy Artologik software, you always benefit from a 12-month guarantee, calculated from the initial invoice date, for the promised program functions. This means that you will receive help with possible faults in the program. In addition to this, you can subscribe for a service agreement in which technical support and version upgrades are included. The service agreement runs on a yearly basis. Service agreement Free version upgrades. You are entitled to receive the new versions of your software when released without any additional charge. Free telephone support. Free access to Artologik online support, interactive support via the internet. Free help from our support team within 1 working day. Functionality guarantee regarding promised program functions. Licence upgrade guarantee. You pay only the difference when you need to increase your existing licence to a bigger one. Would you like to learn more? Are you interested in testing the program? Please contact us and we will gladly set up a free test site for you to test in your organisation. Read more on You are also welcome to call, fax or us directly at Artisan Global Media. Simple but clever Administrative software available through your web browser Artisan Global Media, Vidéum, SE Växjö, Sweden Tel: Fax: Internet: Sales telephones: France: Germany:

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