Feature list
Table of contents
The interface is based completely on the web browser
This means that remote access from any location is possible by anyone with an internet connection and a web browser. Intuitive interface provides easy work and can be used on multiple devices such as PDA or mobile phone.
Platform Independence
The Helpdesk CRM offers installers for many systems like Mac OS X Server, Windows 2000 / NT / XP / 2003 / 2005 Server, Linux, and others where the language is PHP. Because its written in PHP, the application runs on any server with PHP 5 installed. From a client-side perspective, end-users need only a web browser to utilize the solution.
Helpdesk CRM can also work in limited conditions, for example when not working or is disabled JavaScript.
Entering and tracking tickets
The submit of request takes place on a single form. From immediately you can schedule work to employees, as well as add hardware to the application, as well as directly edit the entries in the table notes, and add or modify services.
In addition to each service, you can instantly generate a report of the work, for example, to print and sign by the customer.
E-Mail Based Submission and Updating
Help requests can be submitted via e-mail to one or more dedicated e-mail addresses. Helpdesk e-mail accounts are monitored by the application, with new messages used to automatically generate tickets (including attachments). Requests can be updated by e-mail to add notes, change status, attach files and reassign a staff who operating ticket.
Meetings
You can lead a series of meetings, but after some time, it is hard to prevail over them because of too much information. The Helpdesk CRM you are able to add and modify the meetings with your clients, check the Who, with whom and when, and agreeing to what was agreed at the meeting.
You can also specify the type of meeting, determine its status (in any time you can change it), the date, time, place, workers choose delegates to a meeting and identify the client who will represent him.
Main features
- Investments for your projects or investments in the module, you can add them and check they are on stage, who is an investor who is a designer, installer or supplier.
- Goods for the management of hardware database, including the creation of independent records for each hardware, the creation of sets, packaging and services.
- Creators for the management of FAQ knowledge base, the development of surveys of users and roles.
- Tickets for the customer support and management of database tickets with the definition of the type of problem, topic, description of hardware, taking into account, people reporting, as well as internal and external tickets. The ability to directly edit the entries in the table status of tickets, the problems of handling, as well as references. Problems can also register by e-mail, and attach notes to them by e-mail.
- Employees base for the management of employees.
- Multilingual Support easy to adapt applications to the selected language. There is no need for additional tools, and all translations can be done directly in the administration panel.
- Access manager and Role Manager for access to certain management functions to users. In addition, roles are created, you can also add exceptions for each role.
Technical overview
- For the application of their work requires any browser on any system and any hardware. However, there is no 100% guarantee that everything properly works everywhere, since we are not able to test the operation in all possible scenarios. We welcome all suggestions and submit comments.
- Javascript is not required to work with the application, but it significantly improve the comfort of work with Helpdesk CRM.
- For your convenience, we use AJAX work, but if the application does not support this, it will continue to operate correctly.
- CRM Helpdesk has been optimized so as to increase comfort by minimizing the number of HTTP requests, compression, and cache files.
- CRM Helpdesk was programmed using PHP, Zend framework and a MySQL database. However, soon will support other databases, such as Microsoft SQL, IBM DB2 and others as specified in the Zend Framework.
- The application uses XHTML with an appropriate mime-type application/xhtml+xml.
Installation Requirements
- Web server (e.g. Apache on Linux or MacOS X or IIS on Windows)
- PHP 5.x
- Database, at this time MySQL, but in the future we will support other databases, such as Microsoft SQL, IBM DB2 and others as specified in the Zend Framework.
Screenshots
And the last thought. It is not perfect, but try our Helpdesk CRM, and believe that we do as we say.
PDF