Post on 02-Dec-2014
description
© Copyright Velocity Software Solutions
Helpdesk 360 Velocity
o
Agenda
1. Introduction to Helpdesk 360 & Salient features
2. Product Featuresi. Roles – Admin, Staff, Userii. Authentication
a. Active Directory b. LDAPc. Lotus Dominod. Self Authentication
iii. Request Formsiv. SLAsv. Ticketsvi. Ticket Work Flowvii. Remote Desktop Accessviii. Reporting
Topic
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© Copyright Velocity Software Solutions
Helpdesk 360 Velocity
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Introduction to Helpdesk 360 & Salient features
• Comprehensive business-class Help Desk Software.
• Intuitive interface, support for SLAs, reporting,.
• Ticketed support and escalation management.
• Advanced reporting, workflow, SLA and ticket scheduling features.
• Flexibility – Authenticate with any popular system – Active Directory, LDAP Server, Lotus Notes and Self Authentication.
• Predefined ticket responses.
• Remote Desktop Support.
• Robust and extendible backend built on Struts Framework.
• Open Source Softwares used for building – Java/J2EE, MySQL, Struts.
• Cut costs, streamline your support, consolidate your e-mail and offer your users a better service.
• Reporting
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More
© Copyright Velocity Software Solutions
Helpdesk 360 Velocity
o
A look
© Copyright Velocity Software Solutions
Helpdesk 360 Velocity
o
Product Features
• Roles – Admin, Staff, User
Helpdesk 360 provides three types of User Roles
Admin: Has all rights in the system. Admin can make changes in the system configuration and also control and change ticket flow.
Staff: Staff role is for the Helpdesk Personnel responsible for ticket resolution. Tickets can be automatically as well as manually assigned to the staff for resolution. In case of any delay the tickets start aging and getting escalated.
User: This role is for the end users who raise the tickets for problems with their systems. This role can be assigned to all employees of a company, or users of a website/software.
productsquality
roles
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Helpdesk 360 Velocity
o
Admin Role Demo
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Helpdesk 360 Velocity
o
Admin Screen – User Management
Configuration Panel Filtering CriteriaLink to add a new userUser Details
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Helpdesk 360 Velocity
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Admin Screen – Categories
Configuration Panel
Actions – Edit category, View Sub Categories, Delete Category
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Helpdesk 360 Velocity
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Admin Screen – SLA List
Click for SLA list Add new SLA
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Helpdesk 360 Velocity
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Admin Screen – New SLA Creation
On this screen you can select the SLA configuration details.
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Helpdesk 360 Velocity
o
Admin Screen – Edit Group Permission
This screen is used for editing group permissions for a group. Every user falling into this group will have these rights/permissions.
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Helpdesk 360 Velocity
o
Admin Screen – Edit Color Scheme
Change the color scheme of the system from this simple panel.
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Helpdesk 360 Velocity
o
Staff Role Demo
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Helpdesk 360 Velocity
o
Staff Screen – Welcome Screen
This is the screen where a user under Staff role can see the tickets assigned to him/her.
Filters to select the ticket.Default is ALL tickets.
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Helpdesk 360 Velocity
o
Staff Screen – StatisticsChart for the Ticket Statistics
Text based Ticket Statistics Select 7 different types of charts
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Helpdesk 360 Velocity
o
Staff Screen – Profile
On this screen Staff user can edit their profile.
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Helpdesk 360 Velocity
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User Role Demo
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Helpdesk 360 Velocity
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User Screen – Creating a New Ticket
Screen to create a new ticket.
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Helpdesk 360 Velocity
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User Screen – Creating a Form
Creating and submitting a Request Form.
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Helpdesk 360 Velocity
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Authentication
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Helpdesk 360 Velocity
o
Helpdesk 360
Active Directory
LDAP
Self
Lotus Domino
Authentication
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Helpdesk 360 Velocity
o
Request Forms
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Helpdesk 360 Velocity
o
Request Form by
user
Automatic Ticket
created
Approved by the
Manager
Implemented by
Helpdesk
Request Form flow
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Helpdesk 360 Velocity
o
Service Level AgreementSLA
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Helpdesk 360 Velocity
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SLA List
Click for SLA list Add new SLA
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Helpdesk 360 Velocity
o
New SLA Creation
On this screen you can select the SLA configuration details.
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Helpdesk 360 Velocity
o
Tickets – Creating Tickets
Create a new ticket by logging in as a normal user. No need of pre-registration for users if external authentication is used
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Helpdesk 360 Velocity
o
Tickets – View/Edit Tickets
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Helpdesk 360 Velocity
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Tickets – Workflow
Raised by User
Automatic / Manual
assignment to Team
Accepted by Staff
Closed by User
Fixed by Staff
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Helpdesk 360 Velocity
o
Tickets – Staff Workspace Select the tickets and Accept
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Helpdesk 360 Velocity
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Tickets – Staff Workspace – Working on a Ticket
Ask for more details from user via messages
Take remote access of user’s machine
Resolve or Re-assign
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Helpdesk 360 Velocity
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Reports – View / Download Reports in different formats – Online/PDF/Excel
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Helpdesk 360 Velocity
o
Remote Desktop Connection
Ability to take remote control of the User’s machine thus helping reducing overhead of movement.
Efficient work management and fast resolutions.