CISS Help Desk Features

• Choice of either MS Access (standard) or MS SQL Server database (not included)
• Easy user interface
• Multiple issues and windows/screens can be open at a time
• Staff messaging
• Personal settings (splash on/off, refresh rate, rows per pages, prompts, language, background)
• Trusted login option (saves having to login at the same PC all the time)
• Online help
• Import/export to and from files and other systems
• Setup wizard
• Can setup working/business hours
• Can use block or number of issues (if you sell support in blocks)
• Auto assign
• Auto escalate
• Issue template (show/hide fields, change labels of fields, change order of fields)
• Custom security settings/options (6 levels)
• Can set the first issue number to use (also known as work order, call, ticket)
• Custom fields, categories, priorities, statuses, actions, billing rates, etc
• Custom automatic email notification (including issue fields)
• Email compatible (MAPI, Outlook, SMTP, Lotus Notes, Groupwise)
• Recurring issues
• Stop watch (task timer)

• Maintenance and SLA options (on maint. SLA, no. of requests, prepaid hrs) with warning
• Set default billing rate
• Sales history
• Assets
• Requesters
• Issues
• Notes

• Security level and access granted

• Easy (fast) access or overview of outstanding calls/issues
• Simple issue selection process
• Fast new issue creation
• Customizable display table (add/remove fields, sort order, sort field)
• Shows totals of various statuses (overdue, due today, open, etc)
• System messages
• Custom logo image

• Template allows changes to display/hide fields, mandatory, order, names
• Fast entry
• On-the-fly creation of issue fields e.g. new requester
• Action history of all tasks performed on a task
• Unlimited attachments
• Expenses
• Links to related issues

• Quick'n'easy find and open issues

• Powerful knowledge base to store solutions
• Quick find
• Breakdown by component, category
• Staff only view option
• Relate back to a particular issue

• Record time (actions) performed and expenses
• Fast search
• Export to file for integration with other systems
• Run billing
  • Create invoices, export to file for accounting systems
  • Email or print invoices
  • Select output format TXT, HTML, PDF or RTF (rich text format)

• Easily categorised into groups
• Large number of standard and graphical reports
• Output reports in various formats (HTML, Excel, PDF, etc)
• Print, export and email options

• Hardware and software
• Assign to company and/or a particular requester
• CISS auditor add-on to perform audit of users PC for all hardware and software

• Nagger (constant reminder emails sent to assigned staff based on priority)
• Escalator (automatically escalates calls based on priority)
• Auditor (records all hardware and software on a user's PC)

• Report Writer (not yet available)
• SMS (not yet available)
• Email Extractor (converts filtered emails into support calls)
• Remote Control (not yet available)

• Free training videos (you can watch and learn directly on your PC)