HelpDesk Product sheet

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1 Product sheet Artologik is the tool for those who are looking for an easy to use but powerful program for support and ticket handling. With Artologik, it is easy to handle entered into the database, anyone can view it both internal and external support issues. All and use it to resolve their problem. customer communication, answers, comments and questions are saved in the program, so The program contains a FAQ for which knowledge and experience built up within the it is possible to choose which questions organisation can be used even more effectively. and answers should be visible. In the FAQ, the customers can search answers before Artologik is a simple but powerful web registering a ticket for the support team. In this based program for managing support. Web way, customers can get answers faster, and based means that the program only has to be the workload for the support organisation is installed once, on a web server, in order to be reduced. available to all authorized users via an internet address. All information, contact information, Artologik is web-based, so support is correspondence and previous solutions no longer tied to office hours. Customers don t are thus collected in one place and accessible have to wait for the support team to be available wherever users are. to register their ticket, because they can do it themselves via the internet at any time. This can be adapted to an organisation s leaves more time during working hours for the specific needs for ticket handling with self- support team to work with tickets. And with just defined forms, a question pool and standardized a few clicks, new tickets which have been sent answers. All previously handled tickets are to the support team by other means (fax, saved in a searchable database, so the system etc) can easily be registered in the system. learns over time. Once a solution has been Seven Advantages of Flexible reminder routines mean that tickets cannot be missed by support staff can be adapted to fit a particular individual organisation with flexible ticket forms, user roles etc The system is accessible by customers, increasing availability for the customers whilst the workload is reduced for support staff 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 All previous tickets are saved in a database that grows into a useful knowledge resource All tickets and all customer communication relating to a ticket are saved - even correspondence - making it easy to see what has been done in a particular case and how previous tickets were handled s report generator and statistics are invaluable for fine-tuning a support organisation; for example, by indicating possible improvements in support routines, adjustments in product development priorities and educational shortfalls

2 Work in The program can be integrated with an organisation s intranet and can also be linked to from an external web site so that both customers and staff can find it easily. All users log in, normally using a unique user name, which makes it possible for them to follow-up 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 their contact details as part of their ticket. News Function Inform about operation disruptions, and provide other relevant information directly on the welcome page in. Register a Ticket A ticket can be registered using one of several methods. The easiest way is for the customer himself to use the form in and 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. A ticket can then of course also be entered by an operator who receives the ticket by phone, , fax etc and then registers 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 that both the customer and support staff can use to track the ticket. necessity for another operator to handle the ticket. At the same time even such an easily resolved ticket will not be forgotten when invoicing. Take or Delegate a Ticket When a ticket has been registered in it is displayed in the ticket list. The administrator can choose for operators who are qualified to take care of the ticket to 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 easily 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 list of actions to be performed creates an easy to follow to-do 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 accessible directly in. 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 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 which it is possible to insert fields such as the ticket description, actions and solution. You can 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 to prevent unnecessary support queries, to improve support routines, or where education or information are required. 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

3 The 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 that handle tickets and administrate 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. 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 all 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. 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 form 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

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

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

6 Extra Plug-in Functions Another way to adapt the program to an organisation s particular needs is to complement with addon functions which make ticket handling even quicker and more efficient. These functions come as plug-ins which makes them fast and easy to integrate with the main software. - 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 it is 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 readymade 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.

7 Asset - Asset Management Asset is an inventory module that can be used both as a plug-in to and as a stand-alone application. Asset gives a convenient overview of computers, licences etc. in an organisation. The program is web based which makes it accessible from any computer with internet access. Advantages of Asset Display information on a computer s components and installed programs See history of changes to both hardand software Control licences and where they are installed. Automate network scanning Printers, routers and firewalls etc can also be scanned, and non-networked inventory items can be added manually, allowing the company s entire inventory to be handled in the same program. Various reports are available relating to inventory items. Asset - as a plug-in or stand alone 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 gives the opportunity 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.

8 TIME - Records Support Time With TIME it is possible to handle support tickets and register time in a single program. 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 spent on a ticket can be declared in detail on a minute by minute level. In TIME it is then possible to generate invoice details and invoices. Time registration is done directly in the ticket form or on an action. It is also possible to see, in the ticket form, how much time has been registered for a ticket and for individual actions. Runs TIME is the application in charge. When a new customer is created in, the information will automatically be copied in to TIME. If the new customer is connected to an existing customer, the information in TIME will be replaced by the information in. TIME For the TIME plug-in to work, both and TIME are required. TIME is, just like a user friendly and web based program. Read more about TIME on our website LDAP - Catalogue Services LDAP makes the administration, handling and validation of users easy. It is possible to create a user environment with a 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) avoids 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 users should be imported.

9 Checklist for Program Features General TIME LDAP Track 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 TIME LDAP Track 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 TIME LDAP Track TIME LDAP Track 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 TIME LDAP Track 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

10 Checklist for Program Features Ticket Management TIME LDAP Track 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 TIME LDAP Track 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 TIME LDAP Track 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 TIME LDAP Track 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 TIME LDAP Track 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 TIME LDAP Track Create a new user during ticket registration Importing users from file Importing users from directory service

11 General Program Information, Prices etc. Technical Requirements When renting the program all you need is a web browser. When buying a license the program needs to be installed on a Windows Server. Web Browser Requirements To register a ticket: - Internet Explorer version 7.0 or later - Mozilla Firefox version 3.5 or later - Google Chrome version 6.0 or later For working with the program: - Internet Explorer version 8.0 or later - Mozilla Firefox version 3.5 or later For more information about browsers, go to: Rent Primarily, we offer you to rent our products. We guarantee an uptime of 99.9%. When you order a rental license, the program is delivered on the day of order. The rent includes all costs (licensing, hosting, technical support and version upgrade). The minimum rental period is six (6) months and notice period is three (3) months. License on own Server Artologik products are also offered as licences to install on your own server. The web server must fulfill the following requirements: Server: Windows 2003/2008/2008 R2 Web server program: IIS Disc space: 4 GB Databases: MS SQL Server or MS SQL Express License Sizes The size that best suits you depends on your organization and its complexity. Contact us if you are not sure which license you should choose, we can then, together, come up with the size that fits your needs best. 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 LDAP Size Rental Purchase Light: 25 /month 350 Standard: 45 /month 750 Enterprise: 90 /month All prices are excluding VAT. We reserve the right to change prices. You can find the latest 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 program 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 the program and the plugins. 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 guarantee An upgrade guarantee only pay the price difference when changing to a larger license Prices for Service Agreements Annual Basis With a Rental License A service agreement is included in the rental fee. With a Purchase License Light: Standard: Enterprise: Extra pack (5 operators/admin): 150 /year 450 /year 900 /year 150 /year Education To get a quick and easy start with the program, we offer you training. Choose between half-day and full-day, in which practical exercises are included. With modern technology, we also hold courses at a distance. More Information You can read more about this and other programs on our site You can also try our program directly or order a personal trial site! You are of course always welcome to call, fax or us at Artisan Global Media. Simple is smart Administrative software directly in your web browser Artisan Global Media, Videum, Växjö, Sweden Ph: Fax: : info@artologik.com UK: Belgium: Switzerland: Austria: France: Germany: Spain: Holland: