This web-based software provides a service request management system that automates responsibility assignments, follows up with every request, sends email notifications, and accepts attachments. It also allows for self-registration and can be extended to work with Hardware Inspector and Hardware Inspector Client/Server.
Hardware Inspector Service Desk is an amazing extension for Hardware Inspector and Hardware Inspector Client/Server. These all-in-one tools are designed for computer inventory and management from Database Harbor Software. It is a web interface which provides an efficient way of communication between a user and a supporter. It helps users register and submit their requests directly from their workplaces, which significantly reduces the response-time from support teams and speeds up the incident resolution process.
The recommendation of one request per problem is made for the ease of incident management. Once the problem is solved, the request can be closed and linked to the maintenance history of a workplace, device or license. This valuable data source is used for reporting on the performance of Service Desk staff and the reliability of particular assets. Each request contains the history of messages and file attachments. The multi-criteria filter allows users to sort requests by various parameters.
Hardware Inspector Service Desk is fully customizable. Administrators can change the values of request parameters and specify which parameters are available for users, including urgency, deadline, request type, etc. It provides a large variety of support policies for organizations.
The software features automated assignment of responsibilities for processing requests. Administrators can assign requests to either a user with supporter's rights or a support group. As soon as a user selects a request type, the responsibilities are automatically assigned.
Another remarkable feature of Hardware Inspector Service Desk is the mailing notifications about new requests and changes in requests which keep the support team up-to-date on request statuses. The built-in mechanisms manage the mailing list: notifications are sent if a person has the right to receive notifications and is responsible for a request. If there is no responsible person, notifications are sent to all supporters in the organization to prevent the possibility of "lost" requests. Overall, this software is an excellent solution for incident management, support team communication and asset reliability reporting.
The recommendation of one request per problem is made for the ease of incident management. Once the problem is solved, the request can be closed and linked to the maintenance history of a workplace, device or license. This valuable data source is used for reporting on the performance of Service Desk staff and the reliability of particular assets. Each request contains the history of messages and file attachments. The multi-criteria filter allows users to sort requests by various parameters.
Hardware Inspector Service Desk is fully customizable. Administrators can change the values of request parameters and specify which parameters are available for users, including urgency, deadline, request type, etc. It provides a large variety of support policies for organizations.
The software features automated assignment of responsibilities for processing requests. Administrators can assign requests to either a user with supporter's rights or a support group. As soon as a user selects a request type, the responsibilities are automatically assigned.
Another remarkable feature of Hardware Inspector Service Desk is the mailing notifications about new requests and changes in requests which keep the support team up-to-date on request statuses. The built-in mechanisms manage the mailing list: notifications are sent if a person has the right to receive notifications and is responsible for a request. If there is no responsible person, notifications are sent to all supporters in the organization to prevent the possibility of "lost" requests. Overall, this software is an excellent solution for incident management, support team communication and asset reliability reporting.
What's New
Version 1.0:
Key changes in this version:
* Automated assignment of responsibilities to supporters and support groups.
* Customizable request parameters.
* File attachments.
* Notifications about changes in requests.
* Close follow up on requests.
* Access permission.
* Self registration.