Support and HelpDesk Software

ServiceDesk Plus will help you

• Get automated ticketing procedure and the least resolution time for closing the tickets.
• Track software usage, software license violation and other assets with a robust CMDB, thereby reducing your cost and risks.
• Create your Purchase orders and maintain the Contracts of each of your assets without forgetting to renew them or procure loaned out assets.
• Generate reports pertaining to any issue and save it in any format for future reference.
• Get a helpdesk software that releases service updates every month and releases 2 major releases every year fulfilling customer demands

It increases customer satisfaction and reduces overall customer downtime. The product integrates with SMTP- and POP3 e-mail. E-mails are automatically associated with existing tickets - if possible. New e-mails can be converted to new tickets, automatically or by hand. The product runs as a service on any Windows Server platform, including Windows 2008, Windows 2003, Windows Vista, Windows XP and Windows 2000. The product is also offered as a Service.

Altimax IT Desk enables your internal IT helpdesk to provide a level of service that improves the effectiveness of your business. ITDesk's asset management function provides you with the ability to manage and support your assets.

The product features the following:

• Fast Multi-User Call Logging - Calls to HelpMate ITDesk may be logged via the phone, e-mail or Web. ITDesk's contact logging screen ensure you can immediately identify customers' previous history with your company and any current outstanding issues that they may have at the time of logging their contact.
• Call Handling - Enables your support teams to accept, progress and resolve calls. It is interfaced with appropriate modules and notification of calls can be via e-mail, fax or paging.
• Checklists & Scripting - Allow you to pre-define questions and answers, which may aid in the resolution of the call immediately or aid in the collection of relevant information for the second line support teams.
• Hot Topic Coding - Enables you to log calls with the minimum entry of data, but will not compromise reports. Frequent or routine problems, such as being unable to access e-mail, can be logged rapidly by codes or keywords.
• Scheduling - Allows you to define personal or group to do lists by date.
• Knowledge Base - HelpMate's knowledge base of known problems and solutions (from any number of sources) provides you with up to date information to help you resolve the call immediately. HelpMate's data mining tool, incorporated within its knowledge base continuously and automatically 'learns' as you use HelpMate. Put your knowledge base on the Web and let your customers and field engineers find the information themselves.
• Skill mix - HelpMate will inform you of the most suitable team or individual that will possess the suitable skills to resolve the call. For example, network related calls can be assigned to the Network team. Hardware related calls can be assigned immediately to a third party.
• Call options - The ability to forward, acquire and switch to other analysts' calls are available, but dependent on privileges.
• Escalation - Notification messages when certain events are triggered, such as 'late' actions against contacts, can be sent to you individually or a group of people. This ensures calls are never lost or forgotten. The messages can be in the form of e-mails or paging and mobile phone alerts, so that there is a warning mechanism in built to ensure that you meet your service standards.

Asset Tracker for Networks is an inventory software suite to audit hardware components and application software installed on servers and workstations over the network. It is capable of collecting network inventory information and provides the Network Administrator and Support Engineers with detailed comprehensive reports and allows export of assets details to external storages, such as an Oracle or MS SQL database.

The BMC Remedy IT Service Management Suite reduces complexity and makes customer support, change management, and asset management integrated and efficient. With BMC, you can benefit from the following:

• One suite of integrated applications means quicker implementation, accelerated learning curve, and lower TCO
• One partner for industry-leading software, services, and training means you will fast-track your ITIL initiatives by up to 50 percent
• One architecture that includes both the leading CMDB and the leading service desk
• One clear leader in both CMDB and service desk market share

With BMC Remedy Service Management applications, you can ensure IT service levels and discover, understand, model, respond, or track IT system problems and business services failures—all to help speed the attainment of Business Service Management (BSM). Our IT Service Management products support industry best practices, including the IT Infrastructure Library (ITIL®), to help measure and communicate the value and impact of IT initiatives on revenue, profits, and shareholder value.

Bugzilla is a Web-based general-purpose bugtracker tool originally developed and used by the Mozilla project. Released as open source software by Netscape Communications in 1998, Bugzilla has been adopted by a variety of organizations for use as a defect tracker for both free software and proprietary products.

Bugzilla features:

• Optimized database structure for increased performance and scalability
• Excellent security to protect confidentiality
• Advanced query tool that can remember your searches
• Integrated email capabilities
• Editable user profiles and comprehensive email preference
• Comprehensive permissions system
• Proven under fire as Mozilla's bug tracking system

Cynergy Software is a web based Help Desk ticketing software with CRM capabilities as well. Written in ASP.net , uses MS SQL. Uses most browsers, has Email notifications and submission, knowledgebase, and asset management. Cynergy can be subscribed to monthly, or bought outright and hosted by you.

Articles, FAQs, Resolutions, Announcements, and How To Documents can be created and searched easily. These can be accessible by your end-users, employees, or both depending on your customizable security settings. Reduce the overall cost of service by allowing the customer to search your knowledgebase and find solutions via the web 24/7.

HP OpenView Service Desk gives enterprises and service providers a unique solution to successfully manage service levels. The integrated service desk functionality allows you to manage crucial support and service processes to successfully deal with today’s complex IT management challenges.

HP OpenView Service Desk helps you manage your service level agreements (SLAs) by showing you which IT elements your service is depending on, which customers are receiving the service, and who is managing and supporting the service. Now, with new levels of integration with HP OpenView Internet Services Manager and HP OpenView Service Navigator, HP OpenView Service Desk will allow your organization to manage your services better than ever before.

Features:

• Demonstrates the relationships between customers, business services, servicelevel agreements and support level objectives;
• Provides a hierarchical service structure with multi-tiered SLA capabilities;
• Provides straightforward information in a recognizable format with an intuitiveMicrosoft Outlook look-and-feel user interface;
• Offers the capability to customize forms, views and fields on the fly, withoutthe need to bring the application server down;
• Provides out-of-the-box reporting capacities and database views to facilitatethe integration with external reporting tools.

Jitbit Help-Desk is a web based helpdesk tciketing software, aiming to deliver outstanding customer support. The product is based on ASP.NET and is easy to install, easy to use and accessible from anywhere in the world using any browser.

The Jitbit help desk software tracks and handles customers' tickets and saves time for technical support engineers.

With its network-neutral architecture, the administrator can easily manage any windows networks like Active Directory, Workgroup, or other directory services.

With Desktop Central, you can:

• Deploy software to users and computers
• Automate patch deployments to computers in the network and keep them up-to-date with patches
• Inventory software and hardware details of the network computers
• Manage software license to ensure compliance and detect unauthorized software usage
• Access remote computers to view/troubleshoot
• Apply security restrictions to users and computers
• Configure windows desktop and applications
• Get detailed reports on infrastructure components for analysis/auditing

The NimBUS service level monitoring solution provides four core functions:
* Real time performance monitoring and reporting of potential problems
* Service level agreement (SLA) definition, monitoring and reporting
* Customizable business service and operations dashboards
* End-to-end response time measurement with end-user service levels

For data collection and automation NimBUS offers a comprehensive suite of infrastructure monitoring robots and probes. NimBUS probes will enable full coverage of heterogeneous IT infrastructures. Monitoring probes include support for networks, databases, servers, middleware, email, applications, web-based services, directory services, and much more. NimBUS open APIs, flexible architecture, and out-of-the-box 3rd party integrations and gateways, ensures that adapting to other management tools and service level monitoring processes is easily achieved.

ReadyDesk is a web based helpdesk and supportdesk software solution to meet the demands of businesses of any size.

ReadyDesk provides many options to help customers get their issues resolved quickly. Customers can open tickets from the customer portal, browse support articles in the KB (knowledge base) for self service, create tickets automatically by sending an e-mail or chat with a Support Engineer live, online.

Support Engineers and customers only need a web browser to use ReadyDesk. There's no other files to download.

Richmond SupportDesk allows the implementation of enterprise wide IT Service support, designed for rapid implementation and to deliver ITIL best practices. Delivering fast, flexible and measurable service support via Windows, Web, and Mobile client interfaces.

Service desk operators workload is reduced through self service knowledge base articles and defined, structured processes for centrally managing and resolving incidents including automatic notifications when problems are resolved or workarounds are available.

Helpdesk staff can connect using their existing Richmond SupportDesk login credentials and can perform key service desk functions via their existing web browser. There are no client-side tools or components to download before users can begin using the software.

Service desk staff are provided with the core functionality of the Windows™ client module. The product is easy to deploy to any portable device that supports the Windows Mobile™ operating system. Service desk connectivity is provided via wireless, dial-up or Bluetooth connection.

Incidents may be generated from a variety of sources including E-mail and the web. SupportDesk links new incidents to existing problems or known errors and provides a full audit trail and highly flexible tracking capabilities each record. This allows users to locate incidents by using a comprehensive search console resulting in an extremely efficient process for quickly locating records of interest.

Does you central service desk support a number of decentralised service desks? Then you know that the cooperation between the various different departments is not always harmonious. By using TOPdesk all your decentralised service desks can easily gain access to your central application via the Internet. As a result every service desk employee will have access to the same data, regardless of the location.

TOPdesk Enterprise - TOPdesk Enterprise is the perfect service management solution for large organisations. It is web-based, scalable and offers a wide range of possibilities.

TOPdesk Professional - TOPdesk Professional’s modular build and user-friendly interface enable you to further professionalise your service desk.

TOPdesk lite - Streamline your service management processes with TOPdesk lite. Logging calls and resolving incidents is made simple and efficient.

Unicenter Service Assure and Unicenter Service Level Management are solutions in the Unicenter Service Management portfolio that focus on end-user SLA contract management and infrastructure service level management, respectively. They combine to provide full life-cycle SLA management, starting from the organization modeling necessary to administer contractual relationships between the IT organization and internal or external business units, to detailed monitoring of defined service offerings, to aggregation and correlation of key metric data across systems, platforms, networks, and applications.

WonderDesk is a fully automated help desk for the web. This database cgi-script is designed to help businesses organize your incoming support requests. Instead of customers clicking on an email address, they can now use this automated help desk to submit any problems they may have. They can also log back in later to check the status or make changes to those requests.

The WonderDesk saves companies time and money by increasing their efficiency and by keeping them organized. Since this is web based, the companies' technicians can log in from anywhere in the world and continue to work.

Companies can replace their support email link with the WonderDesk, and say goodbye to that messy email inbox and support requests that fall through the cracks. Customers are notified via email each step of the way, throughout the duration of their support request. At any time, they can log back in and check the status or update their support request. They can also work one on one with the technician that is assigned to the support request.

WonderDesk other features includes Internet or Intranet implementation; allows companies to hire remote technicians; automatic notification to the technicians via email or pager; efficient point and click interface; fully searchable database including customer history, tons of statistics, and much more.