The new version 5.10 of the HEINZELMANN Service.Desk comes with two new extensions that make your service desk even more powerful. The new ticket types enable improved processes in service management. For example, incidents and service requests can now be clearly distinguished, and "complaint" tickets are conceivable without a category having to be used for this. Furthermore, it is now possible for the user to evaluate the support and the support quality.
This is NEW! to HEINZELMANN 5.10:
HEINZELMANN 5.10:
Mapping ITIL processes simply by ticket types
With the new version, the concept of tickets has been expanded. For example, you can now create "incidents, feature requests, bugs, workshop tickets, customer requests" etc. with your own masks and user-defined fields according to your service management approach.
It is now possible
- ...define your own ticket types and create your own fields for each type, which are then only used in the tickets of the respective type.
- ...both using standard fields and adding self-named fields.
- ...to define which fields in which ticket type are mandatory and which fields are not required.
- ...to specify for which user group the created tickets are visible and by whom they can be submitted or edited.
- …select directly from these defined ticket types when creating the tickets.
The rating of the tickets by the users
The rating system gives users the option to give direct feedback on support and support quality. This is not only ITIL-compliant, it also helps to continuously improve support processes in the long term.
- The evaluation criteria are not preset, you can create your own criteria depending on the information you need for your quality management.
- You are also able to determine the order of the criteria according to which the evaluation is to be carried out in the query.
- The user can rate or update any ticket at any time.
- When closing a ticket, the user is prompted to submit a rating.
- Numerous reports enable you to access the evaluation results.
FCS customers with a HEINZELMANN support contract can download the new version free of charge. Please contact our for this support or our sales department.
You have no Support contract and want to purchase the new version?
Our sales team will be happy to advise you:
We wish you a lot of efficiency, success and joy with our new ServiceDesk HEINZELMANN 5.10!
Your FCS IT Management Solutions team
