"Here at Systems Essentials we use Target Helpdesk as our helpdesk management system. We find the software very easy to maintain and keep running on a day to day basis. The installation was painless and we were up and running in a couple of hours. It’s a great relief to know that you can rely on the software to respond and update calls when needed itself. The burden the feature of being able to email in ticket requests has taken off our phone lines is also very noticeable. I would highly recommend Target Helpdesk to anyone that is thinking of purchasing a new helpdesk system."Steven Powell, Systems Essentials.
Target Helpdesk allows ticket requests to be placed in queues. This can assist workflow and allows supervisors, managers or queue co-ordinators to assign work accordingly. Queues are handy holding areas and may be defined by you so, for example, department managers may take control of distributing tasks to the relevant qualified individuals in their team.
Set up tickets to be created and assigned at recurring intervals. Wether uyou want a helpdesk tech to check the anti-virus server at the beginnning of every month or have an engineer check on a customer every quarter or just ahve a tech to clean their desk every Friday, scheduled tickers are an innoative way of scheduling regularly required tasks.
Whenever changes are made to a ticket, Target Helpdesk records it! Whether you are a helpdesk specialist or a manager wanting to get an insight into the history of a ticket, taking a look at a the audit trail gives you all the information by date/time, action and who performed the action that you could want!
Target Helpdesk actively encourages capturing and sharing knowledge as part of the ticket request process. When tickets are complete, the support specialist has the option to save the ticket request and solution information into the KnowledgeBase. This makes the information accessible for everyone and with extensive KnowledgeBase search capabilities, Target Helpdesk makes finding KnowledgeBase articles easy to locate.
Target Helpdesk makes it quick and easy to see what ticket requests a client currently has and what ticket requests a client has had. As soon as the requestor name is selected when raising a ticket, Target Helpdesk gets to work in the background and makes the client's full ticket history available. This enables HelpDesk specialist to quickly view a clients current and previous ticket requests.
Target Helpdesk comes with a fully functional and simple to use spell checker. Capable of adding your own words and works as you type saving time, stress and errors.
You can choose to proactively send email notification to helpdesk specialists, engineers, managers and clients automatically when work is carried out on a ticket request.
Reduce follow-up calls and effortlessly keep clients up-to-date with "Canned Email Templates". Easily send updates direct from a ticket or configure Target Helpdesk to prompt an operator based on specific criteria.
Save time trawling through "resolved" tickets. Oftentimes people are good at letting you know when there is a problem, but not letting you know when it is solved! Auto-Close lets you put a timer on a ticket so that it can be closed in say, 24 hours if you hear nothing more back from the client.
Find tickets fast! In fact, see the results as you type. Aspiring to provide Google-quality results with Google-like speed, our search indexer ensures you instantly get accurate ranked results, right from the toolbar.
Features within service level management is the ability to auto-escalate ticket requests. If a due-date passes with a ticket incomplete, the ticket can be automatically escalated to the nominated contact for review and further action.
Target Helpdesk provides very powerful capabilities to allow you to manage organisational and contractual obligations. Service Level Agreements can be defined and allocated to client individual contacts, client organisations, assets and system-wide for default assignment. When a ticket is raised, Target Helpdesk calculates the most relevant service level agreement according to the contact and any asset identified. The service level agreement can be used to pre-fill many aspects of the ticket request based on the service level owing to the client. Service Level Agreements can suggest everything from the follow-up date and due-date of a ticket request to who is the escalation contact should the ticket not be completed in the agreed timeframe. Official detailed electronic documents can even be attached to service level agreements for quick reference by helpdesk specialists.
Track the time a ticket spends "out-of-the-hands" of a helpdesk tech. Target Helpdesk will do this automatically according to the status of a ticket and use this information when calculating service level perofrmance achievements. Stop-The-Clock is a real winner in the battle for helping techs achieve their ever demanding perofrmance goals.
Keep track of all time and materials spent on a ticket. Technicians can log units of time spent on a ticket. With seamless integration with the asset inventory, technicians can also identify materials that have been used on a ticket. Chargeout rates can be assigned on a per client basis allowing you ultimate personalised control. The reporting suite allows you to effectively analyse ticket costs.
Target Helpdesk has a number of innovative options for automatically capturing time helpdesk techs spend on tickets. Auto-Time Tracking reduces overhead on the tech by letting the system automatically track and log where their time is being spent.
Simply set an expiry date on a service level agreement and when the time gets near, Target Helpdesk will issue an email notification to the service level agreement escalation contact. You can even configure when Target Helpdesk begins to send reminders and how often reminders should be sent.
Track all details of hardware and software asset including their location, serial number and origin. Manage parent/child relationsjips so you can manage a system deployment such as screen, base unit, keyboard and mouse.
Assets can be allocted to client end-users and quickly identified at ticket entry. Identifying an asset on a request means you always have the asset details available when working on the ticket. This information can be used to anaylse the history of issues for asset and help identify problematic assets.
Set expiry dates on asset so whether a software licence is due to expire of a PC is due for renewal, Target Helpdesk will monitor all assets and notify you in advance.
Target Helpdesk gives you "touch of a button" reports on every aspect of a department such as targets, staff performance etc. So you can see how everything is running at a glance.
Produce daily, weekly, monthly and annual report from the Target Helpdesk report suite. These reports are ideal for internal activity monitoring and analysis, invoicing and ongoing customer relationship reporting.
Help your clients help themselves and provide them with online access to FAQ's and their helpdesk tickets! It's an easy to use, web-based interface. You can choose what knowledgebase articles your clients see, what tickets they see, what part of a ticket they see and whether they can create or update tickets! So you stay in full control. Providing this service as an integral part of your helpdesk solution is a smart move.
Target Helpdesk gives you multiple options for raising and updating tickets via the internet. The Client Web Portal gives your clients the opportunity to create and update tickets on the web. The Inbound Email processing lets people email your support address to raise and update tickets. You can also make it simple for your contact web page to register tickets in Target Helpdesk. This means you can integrate web ticket requests into your web site regardless of the technology you use making it seemless! Simply direct your web form to the nominated Target Helpdesk email address and Target Helpdesk will automatically translate the email into a ticket request.
Target Helpdesk uses the Microsoft SQL Server Database engine so whether you have low or high data volumes, you can be sure of performance, scalability and reliability.
A powerful feature of Target Helpdesk is that you can store documents and files of any type against almost all objects for the record and reference. Whether you want to store an excel document or a screenshot of an error message against a ticket, or you want to store a word document or photo image of a contact against a client record, Target Helpdesk allows you to do this with ease for later reference.
With integrated active directory support, you can import and update all your current users, groups and clients to Target Helpdesk. This makes it even simpler to manage your helpdesk.
Target Helpdesk allows you to identify users to be administrators or operators. This then defines whether the user has access to administrative functions which is handy for controlling changes to key parts of the system.
Support specialists new to Target Helpdesk will find it a breeze to get up to speed with our carefully designed familiar and intuitive interface, online help and inline help. Our winning inline help provides support specialists with relevant hints and tips throughout the application from login right through to raising a ticket request. This feature helps improve the learning curve and reduce training requirements.
Target Helpdesk recognises the team environment, whether the team is in the same room or dispersed across floors or physical geographical locations. As soon as a support specialist begins editing a ticket's details, Target Helpdesk locks that ticket so no other users can update the ticket at the same time. Locks are automatic and are released the second a support specialist finishes editing a ticket request.
Target Helpdesk is as flexible as you want it to be. Initially the system will install with some predefined options to get you going quickly. However, when you wish to introduce a new category or a new queue for example, you can do so to match your needs. Everything from the levels of priority that you assign to a ticket request to the status you assign are fully configurable by you!
You need never miss a piece of information when raising a ticket request! As well as entering the standard details such as a title, notes etc., Target Helpdesk lets you define additional questions to be asked when raising a ticket request. You can choose whether the answer is free-format text, a date picked from a calendar, a number or a pre-defined answer picked from a list. Target Helpdesk even lets you decide if answers to these questions are mandatory or can be changed at a later date.
Target Helpdesk will process both inbound and outbound email using almost any protocol.
Inbound - Simply provide your inbound email account settings and Target Helpdesk will monitor the email account. Emails directed to, for example, your support email address are used to automatically open ticket requests and respond to the requestor. The original email is stored against the ticket as an attachment for reference. When requestors send emails with ticket request numbers in the subject line, the corresponding ticket request is updated.
You can even have intelligent network devices/servers send their device/job failure alerts to your support email address and have a ticket request raised immediately with its personalised service level!
Outbound - providing Target Helpdesk with an SMTP server allows it to create and send emails which can include notifications of any type.
The utility toolbar gives helpdesk operators quick and easy access to standard commonly used helpdesk applications. This saves time and effort thus increasing efficiency.
