Artologik® HelpDesk€¦ · HelpDesk. Tickets can also be registered in the system per e-mail or with an external ticket form on your website. 12 s = The customer’s ticket history.

Artologik® HelpDesk

Basic functions

• With one single installation on a web server you have world wide access to all Artologik programs.

• The only requirement to work in the program is an internet connection

• Your support can be reached 24/7

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Artologik® programs – the foundations

HelpDesk – Advantages

• Intuitive and easy to use

• Multilingual

• FAQ and knowledge base

• Quick ticket handling

• Ticket handling per e-mail

• Artologik web service

• Flexible reports

• and many more

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Examples for the usage of HelpDesk

HelpDesk is a powerful tool for both the internal and the external communication in a company.

•IT Support

•Product support

•Personell quesions

•Customer assistance

• and many more

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HelpDesk

Support

Customers

HelpDesk

Sale

Produc-tion

Structure of Artologik HelpDesk

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Customers Objects Support

Organisation administrator

Organisation user

Anonymous user Telephone operator

Ticket operator

Administrator Customers with special rights

Customers register tickets and consult the FAQ

Customers without their own log in whose ticket history is not saved

All rights in the program

Registers tickets for customers and informs them about their ticket‘s status

Edits tickets, accesses the knowledge data base

Three customer roles Three support roles

Workflow in Artologik® HelpDesk

Ticket registration Ticket handling

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1 2

Workflow in Artologik® HelpDesk

Closing/ FAQ Reports

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3 4

Plug Ins (1)

• HD-Advanced: • Administer Service Level Agreements

• Create an object hierarchy

• Delegate tickets to different support groups

• Classify and link tickets

• and many more

• HD-LDAP • Simplified user administration

• Single sign-on

• Minimize effort for customers and support staff

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Plug Ins (2)

• HD-TIME • Register handling time for every ticket

• Billing to the minute

• Link to our time management program TIME

• HD-Track • Cite products and serial numbers in the ticket

• Link products directly to customers

• Identify problem-heavy products early on

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Screenshots – Artologik® HelpDesk

1. Customers’ view

Welcome page Change images and texts or insert from a html-page.

News function optional

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Search the FAQ The customer sees the objects for which he receives support in the FAQ,

or alternatively, only his own tickets.

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Registering a new ticket If the customer does not find a solution in the FAQ, he can register a new ticket in

HelpDesk. Tickets can also be registered in the system per e-mail or with an external ticket form on your website.

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s

= The customer’s ticket history

The customer fills out the ticket form (1) The introductory questions can be asked on the first page, after the customer has

specified the “Object“ for which he requires support.

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The customer fills out the ticket form (2) On a second page, the customer can give more information, answer questions by

the support, add files and much more

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Confirmation of registration A confirmation of the ticket registration is shown to the customer. He can

also send it to himself per e-mail.

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The customer can access all his tickets The customer can see his ticket‘s statuses and what has been done on them. A ticket

operator defines how much information is visible to the customer.

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The customer can contact support directly from the ticket

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Screenshots – Artologik® HelpDesk

2. Ticket operator’s view

Simple or Advanced Search in the knowledge base

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Creating a new ticket Selection of customer and object Creation of ticket

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Details in the registration

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RECORDING OF :

- Other contact persons

- Answers to questions

- Solution, if the ticket operator

already knows it

- Attached files

Show registered tickets After registration, the ticket is visible to all ticket operators that have the right to

support the object, in the menu « tickets»

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Personalised ticket list Every ticket operator can create own ticket lists, containing e.g. the

newest tickets or those with the highest priority.

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- Adaptation/Creation of my ticket lists

- Access to my standard ticket list

- Access to my list of actions that need to be handled

- Incoming e-mails, that are not connected with a ticket

- New e-mail to a ticket

Working with the ticket – with tabs The ticket operator decides how he would like to view the ticket;

in one or two columns, with or without tabs.

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Customizable

tabs

Working with the ticket– in two columns

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Working with the ticket– in one column

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Delegating a ticket A ticket or action can be delegated to a different ticket operator (if he has the

authority to support the ticket‘s object). - An e-mail can be sent to the ticket operator to whome the ticket is delegated to.

- When a delegated action is performed, it is shown in the ticket

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E-Mail Dispatch The ticket operator can send e-mails directly from the ticket to the customer and all other

contacts (support members, distributos et c.)

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= E-Mail Chronologie für eine bestimmte Anfrage

Registering the solution and closing the ticket The ticket can be closed after registering the ticket. It is now available to support personnel in the

knowledge base. Optionally it can be added to the FAQ as well.

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Do you want more information?

• Visit our website: www.artologik.net

• Or contact us:

• Telephone: +46 470 53 85 65

• Fax: +46 470 820 20

• E-Mail: [email protected]

Do you want to test the program free of charge? Register on our website

and we will gladly create a trial site for you!

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