Dynamic Works is pleased to announce the introduction of EasyConsole eHelpDesk Software.
Effectively manage your client's or your organisation's incidents
EasyConsole HelpDesk system is a customisable browser based solution for any organisation that handles support calls from the web, by email or by phone (Computer Telephony Integration - CTI ) from clients or, internally for your IT support department.
Incident management, knowledge base, email integration, reports and clear user-friendly interface are the features that will enhance and improve your support center while simplifying its management. It is based on EasyConsole Framework; a framework on which the EasyConsole Web Content Management System (CMS) and Customer Relationshp Management System (CRM) are based, being used by both public and private sectors Globally.
HelpDesk Features
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100% Web based environment
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Accessible through LAN and/or WAN
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Helpdesk/Asset Μanagement solution
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Ticket Tracking through Custom-made Workflow Process
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Notification Support through email and optionally SMS
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Ticket Generation through POP/SMTP protocol
Ticket Generation through Telephony (Computer Telephony Integration – CTI - add-on) -
Active Directory / LDAP support for users
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Tickets can be (optionally) related to Assets and/or accounts and contants
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Calendar and Tasks Support
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Advanced Knowledge Base. Fully indexed for fast search from users. Each Knowledge Base article can be directly related with tickets responses
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Export Records / Reports into HTML and Microsoft Excel format
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News Releases and Announcements Module which allows system administrators to post announcements for all users
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Live Help Module. EasyConsole HelpDesk and Asset Management System has been fully integrated with the award winning WhosOn live support server which allows operators to support in real-time users requesting help
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User-defined filters. Filters can be saved for future reuse.
Asset Management Features
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Fully Integrated to the HelpDesk System
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100% Web based environment
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Accessible through LAN and/or WAN
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Fully customized collection of assets. System Administrators can add/edit/delete/copy and filter assets and asset categories - Relational Database with association of each asset to locations and owners
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Custom made reports based on user-friendly queries and record filtering
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Automated Asset Registration by TCP/IP Scanning using third party tools fully integrated with EasyConsole Asset Management System
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Software / Hardware License Register
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Depreciation based on the Straight Line, Declining Balance and Sum of Digits method
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Contract, Warrantee and License Expiration notifications
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Fully customizable user-permissions, based on the Console Security Module of the EasyConsole Framework.
Security
All users, both local and remote, can access the database in real-time so all changes are made to the master database respecting each user's security rights. System Administrator can add, modify, and delete user groups. Define different privileges for different user groups Assign one user to several user groups Search for users by keyword. Add unlimited users to the system. Optional IP filtering for enhanced security
