Service Director®'s Helpdesk module allows internal users to manage calls directly. Access to a comprehensive knowledge base, together with full visibility of the customer's call and technical history, enables your staff to provide appropriate levels of technical advice and information. The same calls can be rapidly assigned to field engineers for tasks resulting from Helpdesk evaluation.

Call management
•  Call avoidance
•  Full helpdesk user work analysis
•  Full call and technical history
•  Seamless call allocation to field staff
•  Call list management
•  Fast call update and work management
•  Real-time workload monitoring
•  Escalation facilities
•  Web access for users and customers
•  Integrated knowledge base
•  Comprehensive management information
•  Related call information
•  Optional Computer Telephony Integration

Infrastructure
•  Asset management
•  Customer management
•  Contract and SLA management
•  Full helpdesk user role and access management
 


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