SERVAplex
specialises in providing high-end software
solutions for small to large enterprise
customers. We offer the IT sector reliable,
proven and best of breed products and
can provide the expertise to implement and
support the high-end solutions required to
ensure IT infrastructure reliability.
We maintain close relationships with our software and hardware partners, enabling us
to provide an enhanced value service to all our customers.
Our sales and technical staff attend regular partner training courses to
update and maintain the skills and knowledge required for our complete
product range.
DNA
version
: 2.00 | platform : PC (IBM Compatible)
DNA Helpdesk
DNA
Helpdesk is a powerful yet user friendly module for the corporate helpdesk
available on its own, combined with DNA Pack 1 (Inventory) or as part of
our overall DNA management suite.
DNA Helpdesk is a fully web based
solution providing detailed recording and tracking of user Help Requests.
DNA
Helpdesk
Automatic assignment of tickets to
operators based on pre-defined customer rules based on either
Problem Type or User Type.
Automatic escalation of ticket
status based on customer specific rules.
Structured notes history for a
ticket with source identifiers (telephone, email and more) for each
additional entry within the ticket lifecycle.
Direct integration with DNA Suite
Inventory and departmental information.
Streamlined creation of a
solutions database to aid future help requests.
Help Request Logging with
customisable categories for easy input.
End users can raise help requests
on-line and review current status in real time.
Prioritised Help Requests and easy
operator allocation.
Profiled Operator access and
customised functionality.
Full Hardware and Software
Inventory information for each user's system.
Real Time Corporate Status reports
- Total Calls in, Status of Calls, Average resolution time and more.
Ongoing history by user for all
previous support requests.
