Nuremberg, May 2019:

Documenting service requests and error messages from employees or customers using a ticket system and processing them in a structured manner is no problem with the Service.Desk HEINZELMANN from FCS. HEINZELMANN offers numerous modules that make the system particularly powerful. For example, recurring processes can be defined as a workflow. Once defined, these processes can then run automatically in the future.

The new HEINZELMANN 5.10 enables a classic user helpdesk, but also modern service management according to ITIL principles. The new version of FCS Service.Desk includes an extension of the tickets with ticket types that easily map ITIL processes, and an evaluation system for support and support quality.

Mapping ITIL processes simply by ticket types

Ticket types enrich the concept of tickets. "Incidents", "Feature Requests", "Bugs", "Workshop Tickets", "Customer Requests" etc. can be created with their own masks and custom fields, depending on the service management approach of the respective user .

It is also possible to define your own additional ticket types and to create your own fields for each type, which are then only used in the tickets of the respective type. Standard fields can be added to or removed from a type as needed. When creating the tickets, the user can choose from the defined ticket types.

Furthermore, it can be specified for which user group the created tickets are visible and by whom they are submitted or processed. This offers very individual possibilities when working with HEINZELMANN.

Evaluation of tickets by users

With the rating system, the user has the option of giving direct feedback on support and support quality. The administrator determines the criteria for the evaluation and ranks them according to importance.
The user can give a rating in each ticket at any time or update it if necessary. In addition, when closing the ticket, he is asked to submit a rating. The rating is based on a five-star system, which makes the rating particularly clear. The evaluation results can be viewed in numerous reports.

 

FCS Fair Computer Systems GmbH

FCS Fair Computer Systems GmbH, successful on the market since 1999, is an owner-managed, German software and consulting company that specializes in the implementation of innovative business software. Using the latest technology, we develop standard software for IT inventory, IT asset management, license management, software distribution, endpoint security and helpdesk. FCS software applications have received multiple awards.

Managing directors are Dr. Juergen Falk and Thomas Ilgenfritz.

For further information please contact:

Stefanie Schiwek
Marketing
Ostendstrasse 132
90482 Nuremberg / Germany

Tel .: + 49 (0) 911-810881-55
Fax: + 49 (0)-0911 910881 11-

E-mail: s.schiwek@fair-computer.de
www.fair-computer.de