Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Version 4.0 New Features

4.0.0.1135 October 27, 2008

Standard Report, Inquiry Analysis Report now includes the parameter to include the contact address from the Inquiry and Task.  Including in this download is a file StandardReports.HDZ.  This file will be saved in \server directory . Once saved, run your HDRptImport.exe and when prompted to overwrite defaults, you can select yet if you want our new parameters.  Once the reports in the \Reports folder are updated, you can delete the StandardReports.HDZ.

4.0.0.1012 September 15, 2008

Tele-Support HelpDesk licensing now runs as a 'service' and provides additional licensing support when runngin the server in a VM.

4.0.0.994 August 6, 2008

Email Queue Resend (Majory Enhancement) now has the ability to 'resend' emails that fail. 

Email Alert is now visiable on the HelpDesk screen regardless of which queue you are in. Giving a heads up that there is something wrong with the Post Office and/or Emails.  Clicking on the Alert will detail the issues that need to be resolved to correct the problems.

Relink Inquiry (Major Enhancement) allows you to quickly reconnect an inquiry back to the contact record when the contact_id connection has been broken.  And, allows you to relink inquiry from company A to company B in the event you created the inquiry for the wrong contact record.  PLEASE see online Hot Tip for full details

4.0.0.989 August 1, 2008

Known Issues has the FLAG feature available.

Known Issues (Major Enhancement) has a separate tab for attachments.

Known Issues (Major Enhancement) has a separate tab for linked emails with the ability to Send Email.

Known Issues now includes a field for 'effort'.  This allows you to actually calculate live estimated time to compoete issues in your queue (filter).

4.0.0.983 July 23, 2008

Screen Shooter supports dual monitors.  Focus will be on primary monitor.

4.0.0.961 July 15, 2008

ACT! plug-ins (Major Enhancement) does NOT require HelpDesk to be installed.  Allows any ACT! users to view HelpDesk inquiry information, including Notes and Timelogs, right from the HelpDesk Tab in ACT! contacts.  For full details and download, can be accessed from the Support/Updates menu, version 4.0 updates

Activity Preference now includes the inquiry description

Center View Tab Design (Major Feature) gives you total freedom to design your own tabs, fields, layouts and field types.

Email Reader, the ability to view HelpDesk Emails direct without opening HelpDesk

Goldmine Activity Preference when including the 'description' will now display on the reference line for Pending.

HelpDesk Tools, short cut created on desktop wher ethe main server install was processed.  This utility gives you quick access to launching your client, accessing configuration, dbutil, server folders and activation.

iForms (Major Enhancement), will provide an easy way to extract information from web formst that can easily auto-populate data into your new inquiry.  Advanced for network Stand Alone users, if your contact does not exist in your database, you can create a new contact from the iForm.

Inquiry Statistics Report is now available for viewing if user has right

Link filter now available to quickly sort your Links from the open inquiry screen.

Outlook CRM Intergration

Screen Shooter (Major Enhancement), this utility gives you the ability to capture screen shots and link directly to the inquiry.  Great for those that use GoToMeeting, GoToAssist, or Citrix for support services.  You can annotate and add text descriptions to each graphic if desired, caputre them in groups

Standard Memo fields added to our Inquiry Custom Fields.  Besides the standard 20 fields, you now have 4 memo fields.

System Event tracking now includes event line when a User takes ownership of an inquiry that belongs to a department.

Task Manager (Major Enhancement), 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 users to examine tasks in various ways, both as a user, per inquiry, per status or priority and by due date

Task Manager Refer, users can right click and refer a task from the main task queue. Right click also includes delete, add and unlink.

Task Manager report.

TeamScope CRM Intergration

Visural Alerts now in place on main queue tabs.

WorkFlow (Major Enhancement), allows you to predefine actions that you want to take upone the occurrence of certain activities.  There are 4 actions available, Inquiry on Creation, Inquiry on Reopen, Inquiry on Completion, Inquiry One Call. Ability to auto send email to your customer, a sales rep, other HelpDesk users and departments.