HEINZELMANN Service.Desk
is what you need from it:
- ITSM Software
- Help desk software
- Service desk software
- IT service software
- Issue tracking software
We have a solution for all requirements!
Ideal for any size of company, regardless of industry >> More than 150 companies already use the HEINZELMANN.
Process individualization
- Individual assignment of rights thanks to open user group concept
- Creation of own categories and assignment to user groups
- Process masks can be extended with user-defined fields
- Mapping of internal and external communication
- Automatic assignment of tasks to groups, roles and persons
- Flexibly designable user interface for tickets and ticket lists
- Workspace for users and supporters freely modelable
- User-specific dashboard as start page (also for unregistered users)
- Extensive filter functions in the ticket list
Quality of service
- Integrated knowledge base / knowledge database with reaction systems
- SLA Management
- E-mail notifications of ticket status to support and notifiers (individually controllable)
- Automatic triggering of actions by process steps in workflows
- Workflow Management: Workflows can be displayed graphically
- Automatic ticket escalation in several definable steps according to wait time, due date or category
- Prioritization and postponement of tickets
- Tracking of special tickets through watch lists
- Individual satisfaction and quality surveys
- Adaptation of the design to the individual CI of the company
- Design of tickets and reports according to personal requirements
- Tickets can be used as proof of activity (subsequent maintenance of tickets possible)
- What-You-See-Is-What-You-Get Editor
Interfaces / input channels
- Input channels: Self Service Portal, e-mail interface, Call In Support
- Telephony Integration (TAPI)
- Multi-channel approach (self-service portal or e-mail)
- Active Directory interface for user import and rights assignment via AD grouping
- User registration possible by simple data upload from CSV files. Alternative: Transfer of employee and device data from Asset.Desk
- Manual import of asset data via CSV interface
Resource Management
- Assignment of tickets by task areas, categories or directly to one or more agents or groups
- Manual or automated allocation of orders
Mobile
- Native app for mobile devices (iOS, Android)
- Offline function
- Push Notifications
- Directory services
- Integration of LDAP-based directory services (e.g. Novell E-Directory / MS Active Directory)
Introduction to business processes
- Flexible rights and category system
- Short implementation times
- Low development costs
- Easy updates
- Rapid ROI
- ITIL compliant / ISIS12 compliant
- Own customizing
Application
- Ticket recording by employees and / or supporters
- Ticket registration and processing via e-mail
- Categorization of the tickets on several levels
- Ticket allocation possible among supporters
- Multiple support levels mappable
- Use in the company or as support portal for customers
- Use in the Intra- or Internet
Supported languages
- German
- English