CCS HelpDesk 4.0 Screen Shot Tour

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1 CCS HelpDesk 4.0 Screen Shot Tour Welcome to our screen shot tour of CCS HelpDesk 4.0. In this tour we will lead you through a support process and during the process identify the new features of CCS HelpDesk 4.0. Overall you will notice intuitive screen design, with many more functions available. Also, the application makes use of Outlook functions including calendar and task functionality. This screen tour shows tickets being submitted in Outlook forms but ticket may also be submitted via a web interface (which looks very much like the Outlook forms or by which can be converted to tickets using our improved event sync functionality. END USER REQUEST Automatically fills in Contact information from Active Directory Category, type and priority fields are set-up by you in the List Manager Optional Approval workflow based on Category and Type. o Route the ticket to approver before sending to help desk folder. Automatic Reply to user when ticket is submitted o user gets response immediately that the ticket has been received o each ticket is given a Case number that the user can use when referring to a ticket o response is given whether ticket is created by , over the web or in Outlook

2 ASSIGN TICKET Quick Resolution - Some tickets can be resolved and closed immediately. For these, CCS HelpDesk 4.0 has a "Quick Resolution" button that assigns, moves and closes the ticket all at once. With Quick Resolution, the ticket is kept in the database for reference and recording, but it is marked Complete right away. This gives you a quick and easy way to immediately resolve tickets. Ticket Assignment by Designated Staff only - only designated staff can assign tickets. This is setup in the list manager. Users do not have access to the ticket assignment pages and cannot assign tickets. Task Splitter -- One ticket can be split into multiple tasks. Sometimes, one ticket requires multiple staffers to work on parts of it separately. It could be a ticket to upgrade a company with three locations, for example. One ticket is created, but you could split the ticket up when assigning it so that each site has a separate task to complete. Once assigned, base on notification settings an is sent to the end-user (requester) and the assigned staff person

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4 Assigned Ticket new features The assigned screen provides a focal point for accessing information to resolve the ticket or request. New features include: Additional Contact name and -A second contact for the ticket can be designated in the Additional Contact Name and address fields. This can be a manager, a co-worker, vendor or other interested party. A checkbox gives you the option to include this contact in updates to the user. Create Appointment (links to Outlook Calendar) tech support staff can now schedule appointments with the click of a button from this form. This connects them with the Outlook Calendar and automatically brings in the end-user address and themselves to speed appointment setup. Great if you have to schedule time to fix, update or take a machine offline. Locking of Tickets prevents Conflict messages New "Record Lock" utility prevents conflicts Only one person at a time can have the ticket open for changes Others can view the ticket as read-only when it is locked

5 Asset Information - CCS HelpDesk 4.0 links with CCS Network Inventory, an asset tracking and network auditing tool that is part of our support productivity tools. When you are working on a ticket, this will allow you to bring up information about the computer or asset involved. Our tickets can connect with the CCS Network Inventory audit database, providing information that is invaluable in solving problems quickly. Information provided includes: Hardware information Processor, Memory, devices etc. Software inventory including all applications etc. Capacity Information disk, memory etc. Hotfix information In this case the tech reviewed current memory installed, and also the number and type of applications to determine how much memory is needed. With this information, the appointment to install the memory is created using the create appt. button which links into Outlook Calender automatically.

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7 After reviewing the asset information and setting the appointment, the technician installs the new memory and updates the log. Also the time tracking fields are updated.

8 Improved Project / Time Tracking - Specific times can be entered, and other tickets linked to the project. Also Vendor case information can be added if for instance you are working with a hardware or software vender to resolve an issue. Four Custom Fields - CCS HelpDesk 4.0 includes four custom fields that you can use for the specific needs of your company. These include two drop-down lists and two text boxes. The names of the fields and the contents of the drop -down lists can be changed using List Manager, giving you full flexibility on how you want to use and name these fields.

9 Knowledge Base Integrated with Tickets - CCS HelpDesk 4.0 includes an enhanced Knowledge Base. This feature was very popular in our 3.0 release, so we have expanded it. You can send a KB article directly from the Assigned Ticket, thereby easily providing the user or customer with information to solve the problem. The Assigned Ticket's Work Log records that you sent the KB article to the user. Other New Features: expanded logging log entries can be marked private, and these entries are not sent to user better time tracking ticket highlighted if overdue or high priority four custom fields fields for additional contact and vendor support ID. Resolution box and drop-list summarize the fix for future reference Once completed the end-user receives a notification.

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11 REPORTING Report builder now allows you address the report to a specific individual and export it to a specified file path.

12 EXPORT UTILITY New option (extra cost) Export to Access or SQL - The new Export Utility pushes the ticket data out to Microsoft Access, SQL or other ODBC-compliant database on a ondemand or scheduled basis. This allows you to use the full power of a relational database to derive reports and statistics on Help Desk activity. We provide the Access database and sample reports and queries, which you can then build and expand upon to precisely meet your Help Desk management needs.

13 Pop-up Messages Two additional message are available to set and display when selected.

14 AUTOMATIC NOTIFICATION Special Notifications for High Importance tickets - Users can mark a ticket high priority and this will send an to a specially designated or pager address. Standard tickets will go to the usual notification address. This allows you to get immediate and specific notice of critical tickets.

15 More Flexible Messaging

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17 LIST MANAGER Roled based permissions management for assignment responsibility and worklog editing. Custom fields now available to set on tickets.

18 To find out more about upgrading to CCS HelpDesk 4.0 go to: