- Easy to use - quick and easy data entry with automatic prompts to ensure accurate recording of ticket information
- Workflow enabled, automatic ticket routing - technicians are notified automatically by email or SMS of new tickets assigned to them. Appropriate technicians can be automatically selected depending upon the type of issue
- Integrated with Lotus Notes email - tickets can be mailed directly into HelpDeskPro (when set up as a mail-in database) e.g. support@yourcompany.com can be sent directly to HelpDeskPro
- Integrated with Lotus Sametime - chat to an online caller or technician and record to the logs
- Masking Technician Name - optional setting to mask a technician's name from all callers
- Quick-call option - this is a feature to enable users to log calls very quickly by selecting the caller and the issue from a predetermined list e.g 'forgotten password' or 'PC hung'
- Call scripts - auto-prompts for the person entering the call to ask the right questions depending on the type of issue
- Supports SLA's with automatic escalation and notification - configurable response and fix time SLA's
- Auto-prompts - technician is automatically prompted when similar problems have been resolved before, when other tickets are open for the same caller or equipment
- Improved communication from help desk to end users
- Better all-round visibility of the help desk
- Structured system for managing IT issues
- Comprehensive reporting of help desk activity
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