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Aeron Help Desk Features |
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Manage Requests
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Web enabled |
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Work from anywhere, whether you are at your desk, on the road, or working from home,
our trouble ticket software has the tools you need to access your customer service |
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Request Correspondance management |
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Every trouble ticket is displayed as a sequence of messages. The status attribute
shows whether the ticket is new, open, resolved or waiting for more input from the
requestor. |
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Email alerts |
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Email alerts on every new and follow-up message. |
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Request monitoring. |
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Customers and operators are always able to see ticket status and ticket owner info. |
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File attachments.
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Each message may include up to unlimited number of attachments. |
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Email based submission. |
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Allows submitting new tickets and follow-up messages via email. Both customers and
operators may use email. |
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Email Settings |
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Allows setting up your own email server
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Markup tags |
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Markup tags to enhance messages using bold, italic, underline, code text attributes
as well as images and hyperlinks. |
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Usage reporting |
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Usage reporting to monitor help desk workload and operator efficiency. |
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Tracking Time spent on the request |
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Keep track of progress and time spent on jobs |
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Escalation & auto notifications |
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Define your own SLAs and request parameters
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Define your own Service Level Agreement
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Define your Request Parameters
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Define your own values for request parameters like status of the request, priority
of the request, level of the request, Category of the request etc.
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Define your own Support Plans and Business rules
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Define your own operational Hours and Holiday lists
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Managing Accounts, Facilities and Contacts
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Create and Manage New Accounts
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Create Unlimited number of contacts.. |
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Works both with Microsoft SQL server and Microsoft CRM. |
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Allot service hours to the Accounts and keep track of the number of hours spent
on the request.
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Facility feature |
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Allows a firm to add multiple facilities/offices and furthermore their respective
contacts thereby forming a central console for all the contacts associated with
the firm. This feature also allows you to see the tree of a particular contact. |
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Search feature for Facility, Accounts, Contact |
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Sort Feature for Facility, Accounts, Contact
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Manage Billing
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Manage Billing based on the Service hours spent on the request.
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In depth drill down reports to manage Billing
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Inventory and Asset Management
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Manage Assets and workstations
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Assigning workstations and Assets to the contacts
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Inventory based request management
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Drill down reports for easy Inventory management
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Time Zone feature
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The new time zone feature allows you to set the time zone to your location thus
allowing you to record and see events (requests, calls, schedules) in real time,
saving you from the pain of looking up a time zone halfway around the world.
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AERON HELP DESK Features |
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Web enabled
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Request Correspondence management
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Inventory Management
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Request monitoring.
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Account & Contact Management
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Manage billing based on the time spent on the request
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Email based submission.
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