Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

New 4.1.0 Features

REPORTS:

We added the option to include 'resolution' notes to the Time and Material Billing Reports.  If you are an existing HelpDesk 4.1 installation, you can download the new reports online at:

       www.helpdesksupportline.com/temp

       File name: CustomTMReports.HDZ

       save to your \server\reports directory.

Then go to your \server directory and run your HDRptImport.exe.  Browse to the \reports folder and select CustomTMReports.HDZ.  Please be sure to check the box 'replace any existing reports with the ones checked above'.

HOT TIPS:

Options - Hot Tip Maintenance.  We have redesigned and expanded this area to allow 'non supervisors' access to creating 'PENDING' hot tips.

In User Details, Security Rights:

Hot Tips Maintenance -

• Access All Hot Tips - this is the same right as previous version giving full access to Hot Tips
• Access My Pending Hot Tips - this allows the User to submit and edit their 'pending Hot Tips.
• Access All Pending Hot Tips - this allows the User to access ALL pending hot tips and edit.
• View Inactive Hot Tips - this allows the User to view Inactive Hot Tips
• View Templates - this allows the User to view Templates

Time and Material Advanced Billing:

Cost based on 'rate' x hours

Cost based on 'rate' x units

Cost based on 'mapped rate' x hours or units

Cost by user, type of service, customer rate or rate table.

see slide show presentation online at http://www.helpdesksupportline.com/video/TimeMaterialBilling.html

Stand Alone Contacts Tab, Quick Filter:

Stand Alone contacts tab can build quick filters

Stand Alone Contacts Tab, Group Email:

Stand Alone contacts tab has the option to select a filter and Group Email. 

       Group Email contract expired

       Group Email new features

       such a few examples of using Group Email.

Stand Alone Contacts , Email:

Stand Alone contact record, now has the ability to send email right from the contact record.

Stand Alone Links:

Stand Alone contact record now has a 'links' tab.  Emails sent from the contact record will be viewed and accessed from the links tab.  You can drag/drop to the links tab.  You can view Current/History inquiries linked to the contact.

Stand Alone Open / Create Inquiry:

Stand Alone contact record now has the option to open an inquiry (current or closed) from the Links tab. You can also create a new inquiry from the contact record.

ReLink right click option now available on the History Queue:

From the History queue, you now have the ability to right click and relink an inquiry.  You have the option to relink just the one inquiry or relink contact which will sweep through and take the old contact ID and relink to the new contact you select.  Still requires relink feature enabled and User right enabled to use this feature.

QuickBooks Billing Module (Addon)

New Addon available (separate purchase required) that will link billing information from the Time and Materials data to your QuickBooks.  Create sales orders, estimates or invoices.