FACTS

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

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