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  • Activ Helpdesk for Lotus Notes

    Activ Helpdesk for Lotus Notes

    Activ Helpdesk is a comprehensive helpdesk software solution for busy IT departments and companies using IBM Lotus Notes and Domino.

    Activ Helpdesk can be used in stand-alone capacity for a variety of customer service applications or used in conjunction with other Codel Software applications such as Activ CRM and Activ Quality Manager.

    System notifications and workflow via email are also provided as standard.  A web portal interface is provided to allow both internal teams and external clients to enter and sign-off resolutions as well as interrogate their ‘ticket’ information and statistics.

    Key features

    Web browser end user portal

    All end users can log into the helpdesk application via a web browser to submit new incidents and monitor the progress of any other incidents they have raised.

    • Create and monitor the progress of incidents.

    • Search previous incidents.

    • Self-help knowledgebase.

    • Submission of ideas and suggestions.

     

    End User self-help prompts

    When an end user reports an incident, they can be presented with a series of FAQ’s dependent on the incident categories selected. This can help the user to resolve the incident for themselves without the need for further IT involvement.

    • A structured questionnaire asking questions based on the users response


    Service desk interface

    • Create and manage incidents

    • Call scripting for consistent first line response

    • Categorise and classify incidents

    • Fast and intuitive searching

    • Assign incidents

      

    Service Level Agreements.

    Service response and resolution targets can be defined for each department and call category.

    Incident Repository

    • All calls are logged into a central database to all searching and analysis to help resolve future calls and implement preventative actions.

    •  A categorised repository of all previous incidents

    • Structured searching of incidents

    •  Standard search facilities across all incidents and resolutions 

     

    Satisfaction Reports

    On sign off of completed incidents the helpdesk can be configured to present a satisfaction survey to the user. The results or the surveys are presented in the management summary

    • Customer Satisfaction surveys

    • Survey Analysis

     

     Automated Escalation

    Incidents are automatically routed to appropriate service desk personnel dependant on the end users location and the incident category. The service desk can the assign the incident to the most appropriate technician to resolve the incident. If an incident is not pick-up by the assigned person the service desk is notified. If a incident is nearing its SLA escalation emails are sent to the service desk and the appropriate managers.

    • Ensures quick and effective response to requests

    • Escalation alerts

    • Notifying the people that need to be kept informed

     

    Management interface

    The service desk manager is presented with a snapshot summary of the status of all incidents logged. The system provides the facility to analysis the incidents by month, category, department or even end user.  It allows the manager to spot trends in the incidents to help identify common root causes and instigate suitable preventative actions (e.g. training requirements, infrastructure capacity etc.).

    • Overview of current status

    • Monthly Analysis

    • SLA’s Exception Reports

    • Status & Performance Graphs

    • Incident costing for internal/external charging

     

    Configuration Management

    • Hardware and Software configurations

    • Hardware and Software support history

    • Hardware and Software  location history

    • Warranty details

    • 3rd party support contacts

     

     Service Announcements

    The service desk can display announcements to all users indicating for example, the status of known faults, any planned service outage or any proposed upgrades

    call today

    Call us today on (UK) 0845 643 50 66 or (Intl) +44 1656 750 858
    to discuss you software requirements

    Our clients include:
    bc wellingborough
    Finance Wales New
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    nissan
    BA Holidays
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