WebCISS Help Desk Software - FAQs
Q. What do I need to install the WebCISS Help Desk Software?
WebCISS is written in ASP and requires Microsoft's Internet Information Server (IIS web server) to run the system. IIS is included with Windows XP Professional edition.
Q. What Operating Systems does WebCISS Help Desk Software run on?
The server side of the help desk software requires an operating system cable of running IIS, so Windows NT4, Windows 2000 Server, Windows 2003 Server or Windows XP Professional.
The client (user) side, runs in any web browser and can therefore run on any Windows (95/98/NT/2000/2003/XP), MAC, or Linux system
Q. What browsers does the WebCISS Help Desk run on?
WebCISS has been tested on IE, Netscape, Mozilla, Firefox and Mac browsers. As long as the browser supports javascript and you can allow pop-ups, your browser should work ok.
Q. What databases does the WebCISS Help Desk System use?
WebCISS can use either SQL Server or MySQL (Windows version) for a database.
Q. How many users can we have using WebCISS Help Desk Software?
The WebCISS Help Desk System license is for an unlimited number of staff and requesters. So as you grow, you don't have to add additional licenses. The only limitation comes from the amount of traffic that your web server can handle at any one time.
Q. Do we need Auratech to come to our site to install the help desk software?
No, we have developed the system so that it is simple to install and set up. You will need someone familiar with the database that you choose and with IIS. Instructions are given in the installation manual.
Q. Does the help desk software allow me to hire remote technicians?
With WebCISS you can assign calls to external contractors who can then access and close off their calls from their office/home/any where with an internet connection.
Q. Does WebCISS include a knowledge-base and is it available to end-users too?
Yes, the WebCISS Knowledge-base included in the help desk system, is available to your end-users and can grow with all the common and ad-hoc solutions you have.
Q. Can I import/export data from the help desk system?
WebCISS can import/export from a comma separated values (CSV) file and can therefore work closely with your other systems.
Q. Can customers (end-users) log their own calls?
Yes, your end-users (requesters) can log their own calls. This ability is a huge time-saver and your customers will also perceive this as an increase in the level of customer service.
Q. Can staff reassign calls to other staff members?
Yes, staff can reassign their calls to another staff member and calls can also be auto-assigned and auto-escalated too.
Q. Can end-users check the status of existing calls?
Yes, end-users can see the current status of their calls, what work has been done and the resolution, if it has been completed. They can also update their issue with extra details and add attachments. Allowing customers access to this functionality is a huge time-saver for your staff.
Q. Is the WebCISS Help Desk Software customizable?
WebCISS has been designed to be customized to suit a wide range of businesses and applications. There are a large number of parameters and settings that allow WebCISS to meet the requirements of your help desk. WebCISS includes Issue Templates so you can set up the screens for both staff and requesters separately, with only the fields and names that you require for each.
You can also have your own banner, colors and entry screen images so that the system fits the look of your business.
Q. Can the help desk software use Windows Users and Security?
WebCISS Help Desk software integrates Windows ADSI/LDAP security, so that you can easily synchronize your existing user details for both support staff and requesters into the system. This allows users to bypass having to login twice (once into Windows and again into WebCISS). Using Windows Security, it grabs their details from their Windows login and logs them straight in. This also saves a lot of time in setting up your staff and requesters, as the process is a simple click of a button.
Q. How is WebCISS supported?
Included in the price is the first years support and all updates. The full details of our support can be found in the Auratech Support Policy
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