The Flexible HelpDesk Solution for Service Oriented Companies


"Setting a New Standard for Customer Service and Customer Relationship Management"
Version 4.0 "Sneak Peek" Preview

Tele-Support version 4.0 is in production. When will it be released you ask?  Ah, as you know, that's a little bit hard to predict at this point.  However, I'll tell you what's marked as "hoped for" on our calendars, and that's a delivery sometime in the 2nd quarter 2008. There will a first release 4.0, followed by some additional features in version 4.0.1. Also included will be additional smaller features plus bug fixes and optimizations.

Here's what we're working on.

 
Task Management  (4.0)     (see video clip)
    This adds the ability to add one or more tasks that can be linked to an inquiry or to create tasks that are only linked by user and not inquiry. Ability for user to examine tasks in various ways, both as a user, per inquiry, per status or priority, or by due date.
 
iForms  (4.0)      (see video clip)
    We'll provide an easy way to extract information from web forms that can easily "form fill" information into your inquiry from the posted forms arriving via email. We will provide several web form templates that you can use as examples in building your own personal web forms for "user inquiry submission".

If you're using HelpDesk as a stand alone, you can also automatically create a new contact from the iForm inbound information.
 
Inquiry Work Flow  (4.0)     (see video clip)
    Work Flow allows you to predefine actions that you want to take upon the occurrence of certain activities. In the case of HelpDesk, these events are "Inquiry Creation", "Inquiry Completion", "Inquiry Reopen", and "Inquiry Open and Close in One Call". Here are the actions that you will be able to define in the initial implementation of 'work flow'.

Inquiry Creation: When an inquiry is started for a company or contact, you will have the ability to automatically send an email to the associated account sales representative informing the rep of the new issue and some details about the issue.

Inquiry Completion: When an inquiry is completed, you will be able to take several actions. The first one is to again notify the sales rep for the account that the issues is being closed. You can likewise send the same email to a HelpDesk user. Also upon completion, you may select or automate an email(s) that will go out to the customer with a comment regarding the closing of the inquiry and perhaps an survey about the service provided.
 
Flexible Tab Design  (4.0)
    First, we are allowing you to resequence the tabs in any order that you like. All tabs are available for sequencing.

Secondly, the center view tabs, which are limited to three tabs currently (often mapped to and showing contact manager fields), can now be expanded to more than three if desired. Also, each tab will no longer be limited to 14 fields. A built in forms design tool will allow you to place and add more than the 14 fields currently available on each tab.
 
HelpDesk Screen Shooter   (4.0)     (see video clip)

    GoToMeeting, GoToAssist, Citrix and Screen Capture Integration
    Do you use "GoToMeeting", "GoToAssist", "Citrix", or other on-line tech support remote viewing programs? Is so, we're designing an interface that will allow you, among other things, to do screen captures and link the images to an inquiry. You'll also be able to annotate and add text descriptions to each graphic screen image if desired, capture them in groups, and to link these images to the current open inquiry.

This is a full screen capture utility that will capture and link any screen image to a HelpDesk inquiry, whether local or remote.
 
HelpDesk Viewer for ACT!   (4.0)
    For those of you using ACT! 2007 and above, we've created a whole new way to display HelpDesk issues for your ACT! contacts. Previously (and you can keep it he same), we created feedback to the ACT! user via the Notes History on a contact record.

Now you can use HelpDesk Viewer for ACT! which will create a "HelpDesk" tab on your contact screen. Click on the tab and it will retrieve all HelpDesk activity for this contact record. See HelpDesk Grid screen shot.

This grid is configurable as to what fields you want to display. See field selection screen shot.

You can even choose to see only 'open' inquiries, only 'closed' inquiries, or 'all' inquiries.

If you click an inquiry in the grid, it will display more details about that inquiry, including notepads. See inquiry details screen shot.
 
Known Issues Enhancements  (4.1)
    Known Issues improvements, such as "one to many" linking of inquiries to known issues. We're adding the ability to send emails to linked inquiries, such as "notify all users who are waiting on a resolution of a particular issue".

Adding the ability to add and link attachments directly to a known issue.  Plus more….
 
Intake Forms, part II  (4.0.1)
    The current "Intake Forms" system will be retained. However, a new and improved Intake Form will be offered that simplifies the building of forms, better integrates the form information into the inquiry, can be printed, emailed, and reported.