starting from

CAD 199

iHelpdesk21|3.5 was built by Support Professionals and helps businesses of any size and industry to easily coordinate, track, and report their support requests and activities. Online and in realtime. We have a proven record of increasing support productivity, reducing costs and improving customer satisfaction in companies and organizations around the world. Used as bundle with our iSuite21 or standalone, our ASP Helpdesk helps you to discover the new power of E-Support.

iHELPDESK21 FEATURES AND BENEFITS

EVERYTHING IMPORTANT ON ONE SCREEN

All ticket and client information can be navigated from one single screen which is divided into several logical tabs displaying the requested information.

SERVICES PLANS AND OTHER SERVICES

Our application allows to manage an unlimited number of Service Plans and other Services on a multiuser level. That means that an assigned corporate Service Plan or Service can be used by multiple users. Each user and technican gets a Service Monitor displayed which shows the contracted services and their current status. The administrator gets a daily overview with services which are about to expire and can either inform the client and/or bill the renewal of the service. The user gets a message on the screen informing him about the expiring service and the invoice.

PROJECT MANAGEMENT

A new feature is the project management. It allows to turn tickets into (longterm) projects which the possibility to assign a project manager and tasks to either inhouse or outside technicans.

CORPORATE CLIENTS | SINGLE USER CLIENTS

One of the main strengths of is to cater to Corporate Clients with multiple users as well as Single User Clients. The innovative ticket and client view allows to run reports either per user and/or a corporate client.

INHOUSE TECHS | OUTSIDE TECHS (CONTRACTORS)

The internal communication systems allows to assign tickets or project tasks to outside agents with a complete history of their activities and charges.

TICKET COMMUNICATION IN HTML

A truly unique feature is the ticket communication completely in HTML using an online HTML-Editor which dramatically improves the entire ticket handling process as images, graphics and even flash animations can directly be incorporated in tickets and ticket replies.

COMPLETE TICKET AND CLIENT HISTORY

All ticket activities are precisely stored with date and time and can later be accessed through the knowledge database (to find a solution for a similar ticket) or the client history.

NEW: Let your clients create tickets by email. All you need is a dedicated email address. If you want to try it please send an email to support@iHelpdesk21.com and login to the tech area through our demo page to see your created ticket.

EMAIL TICKETS AND REPLIES

Creating tickets (mail piping) by email was the tricky part to solve in an ASP application as it is usually a classic PHP function. Nonetheless, our appliation now allows to create tickets and ticket replies with up to five attachments by email without installation of any server-side software (!!).

CUSTOMER ACCESS PORTAL

Customers can log in and open, view and modify tickets through their dedicated User Portal. They can also update their account information, view open and closed tickets and search support articles. In addition to that clients have full access to their searchable ticket history and will be able to see a support plan summary as well as all invoices and billed services.

ONLINE KNOWLEDGE DATABASE

Techs and Supervisors are able to feed useful articles and links regarding recurring problems into the knowledge database and refer to them within a ticket or open them directly when they are chatting online with the client. Clients have the possibility to browse the knowledge database at any time.

POWERFUL REPORT BUILDER

Our powerful Report builder allows the administrator to create custom built ticket and client reports which can either be printed or exported into Excel to be processed offline.

LIVE SUPPORT CHAT

Allows your customers and technicians to communicate in real time through the web browser. Both parties can easily send each other files, web address links and e-mail addresses. Live support chat will DRAMATICALLY reduce issue resolution times and boost your customers' satisfaction with your support processes.

POWERFUL ADMINISTRATION PANEL

The brain of our application is the administration panel which allows the administrator to setup, supervise and control nearly every feature and function.

Other Features and Benefits

Rapid setup and deployment in less than an hour.
Browser based - no client software required.
Four levels of access/permissions (User/Tech/Supervisor/Admin)
Little or no training required
Mix and match administrators assigned to each sub-account
Real time system status
Any time anywhere access via the Internet
Setup assistance and ongoing support
No long term contracts, service is on onetime fee basis
Reseller program available