WebCISS Help Desk Features

• Choice of either MySQL (Windows version) or MS SQL Server database
• Easy to navigate web-browser based interface
• Easy access via your regular web browser
• System messaging for staff and requesters (allows use of HTML links)
• Feature allowing set-up of working week / business hours
• Recurring issues functionality
• Function for remembering login details (trusted login)
• Fuction fore easily switching to another user
• Facility for password notification if it is forgotten (via email)
• Customisable priorities, request types, components, status types, action types, etc
• Auto assignment based on issue criteria
• Auto escalation based on issue criteria
• Customisable email notification on various issue events (can auto insert issue data)
• Custom fields for staff records, requesters and issues
• Importing/exporting data to/from WebCISS database
• Automatic logins via ADSI (windows authentication) user identification
• Sending email in bulk to users in the system based on criteria (staff, requesters, active status, products they have purchased)
• Function for sending general SMTP email from ASP whilst logged into WebCISS
• Ability to enter an email address that receives duplicates of all open call notifications
• Choice of using either European or US date formats
• Component types and request types can be set to appear only for specific companies
• Handy date selection via pop-up window, allows navigation through the months, and quick return to current date

• Option to set the number of issues a company is allowed to log in your system (this is decremented with each issue)
• Indicate whether the company is on maintenance and when it expires
• Indicate the terms of any Service Level Agreements (SLAs)
• Check how many requesters a company has
• When you deactivate a company, all the requesters for that company are deactivated as well
• You can disable maintenance expiry if you do not want to make use of it
• Record sales information for each company
• Save correspondence details in a contact log for each company
• Option to allow a requester to view all issues for their company, or only be restricted to viewing their own issues
• Additional security options for requesters are available under the Administrator settings controlling knowledge-base access, login requirements, the ability to update issues, and dependency on the maintenance agreement

As an administrator, you can set:
• Whether or not issues will be auto-assigned
• Whether or not auto-priorities are used
• Whether request types are dependant on selected component and sub-categories are dependant on request type
• Whether support staff can see other support staff issues
• Whether support staff can edit actions
• Whether actions require start and end times to be entered
• Whether support staff can view and edit email before it is sent
• Whether requesters can search and view the knowledge-base
• Whether requesters are required to login
• Whether requesters are able to update their open issues
• Whether to restrict requesters/companies from logging issues depending on their maintenance agreement
• Whether to include asset fields in issues
• Which email system to use for sending notifications (CDOSYS or CDONTS)

• Each staff member can be configured with particular settings
• Whether the staff member will receive email notifications
• Whether they can access asset management
• 6 different security levels
• Whether they can add new requesters/companies
• Whether they can edit/view other staff members' issues
• Whether they can delete issues
• Whether unassigned issues will be given to this staff member for re-assigning
• Whether this staff member will be included or disabled from the auto-assign function
• Can disable themselves from auto-assign if for example, they are going to be away for some time

• Staff member can view separate lists of their open issues, deferred issues and closed issues
• Staff may be given acces to view other staff members' issues
• If given acess, a list of all open issues can be viewed, or a list of all unassigned open issues
• Custom statuses can be used and set to appear amongst the list of either open, closed or deferred issues
• Issue searching facility allows finding issues between a given number range
• Can search for issues based on status, company, requester, staff and date opened
• Requesters can view lists of currently open issues, closed and deferred
• Requesters can update their issues if given the access to do so
• Actions can be added to issues through the life of an issue (see Issue Actions below)

• Issue template allows customisation of which fields are shown
• Ability to set field labels and mark fields as being mandatory via template
• Able to attach documents, images (screen shots), or other files
• Ability to link issues to each other, for easy reference of similar topics
• Facility for recording expenses onto an issue
• Modify and save details on existing issues, e.g. due date
• Administrator can enter text for an intial description that shows when a new issue is logged to help user enter details
• Companies and requesters can be created "on the fly" when an issue is being logged
• Ability to record any additional expenses for an issue

• Addition of action notes to record a complete history of the work performed
• Time entry option for each action
• Ability to set actions to be staff only (hidden from requesters view)
• Re-assign, defer, close, re-open can be done on an issue and change the status
• Staff update action is recorded when the main issue details are changed
• Issue feedback rating can be set on closed issues
• Optional use of start and end times on actions (set via system options)

• Searching based on keywords in specific fields
• Keywords can be specified for each article
• Each knowledge-base article can be categorised by component, request type, and related issue number
• You can enter as much detail as you like into the problem and solution fields and there is the a facility allowing you to easily add external links to files or a URL
• Articles can be set to be staff only (ie. viewable only to staff)

• Includes a large number of standard and graphical reports
• You can use the custom report or custom SQL query to extract details of your choice
• WebCISS also provides graphical reports to clearly show the comparisons between various statistics in your help desk
• Reports included can produce results based on a wide variety of criteria, allowing specific information to be found
• Reports an be set to appear exclusively for administrator, staff or requesters
• Report results can be output to the screen, Excel format or saved to an Excel file
• Report results can be sent via email to a specified recipient

• Recording of details for hardware and software
• Audit details of requester's hardware and software can be uploaded
• Hardware and software can be assigned to specific companies and requesters
• Details of manufacturers and vendors can be entered and these can be selected for each asset
• Each hardware and software item can be categorised as components
• Custom fields can be specified for both hardware and software

• Auditor - for recording hardware and software details that can then be uploaded into the database
• Escalator - set to run in the background on a server, and periodically checks for issues that need escalating, deferred issues that need re-opening, or recurring issues that need to be created.
• Email Extractor - filters incoming emails for support calls to convert into support calls

• Report Writer (not yet available)
• SMS (not yet available)
• Remote Control (not yet available)

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