bigWebDesk—Features and Functions
bigWebDesk is a total turnkey HelpDesk Solution. If you need a feature, chances are we’ve got it. We’ve worked with over 400 organizations, representing over 100,000 uses, in 43 countries and we are continually working with customers to make sure we deliver the latest world class solution, that fits their needs. Here’s just a sampling, but if you don’t see something, call us and we can give you the full run down!
Web-based, ASP, hosted application. No software to buy, install or maintain.
Easy to use online interface—No voice mail messages, lost post-it notes, miscommunication on “who said what...” NO excuses
We’ll help you get set up, then let the system do its work—get organized, prioritized, and caught up.
Features and Functions
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Track your work Requests are queued, status tracked, and resolutions are confirmed
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Complete Reporting Report progress to customers, administrator, and executives
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Paper free Means fewer errors, more accountability, and it’s a lot more environmentally friendly!
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| Remote Assistance integrates desktop view/control functionality and live chatting into the helpdesk. All chat sessions are stored within the appropriate ticket for convenience. | |
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Class Routing Classes define the type of ticket that is being submitted. Tickets are able to be routed to designated technicians based on the class type selected.
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Technician CheckIN/CheckOUT Service Rep CheckIN/CheckOUT is a sub feature of class routing. This allows technicians to check out of the helpdesk during extended absences. The helpdesk will then re-route incoming tickets to the next available technician.
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| Asset Management allows technicians to create, track, store files, and ticket data for all organization assets. | |
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Priorities and Service Level Agreements Priorities and SLA allow technician’s better control over forecasting completion dates as well as managing high and low priority tasks.
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Levels and Escalation Group service requests together based on complexity, urgency, or predictable priorities of the issue. This feature enables organizations to create multiple support tiers for ticket escalation. Organizations are able to route tickets to locations or technicians based on skills, locations, or specific expertise.
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Resolutions and Confirmations Customer confirmations are a better way to close out tickets and ensure tickets are being properly resolved. This automated process creates a communication link between the customer and technician allowing the customer to sign off on the work that was performed.
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Scheduled/Preventive Maintenance Tickets can be automated to recur on a defined schedule. This is useful for scheduled maintenance tasks such as tape backups, applying service packs, or changing air filters.
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Custom Fields The administrator can setup any additional information fields that are not included in the standard helpdesk setup. These fields can be defined as text boxes, multi-line textboxes, drop down lists, and checkboxes.
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Category Reporting You and your executives can identify the causes or reasons behind tickets. i.e. Virus, User Error, Vandalism, Lack of User Training, etc. Don’t just fix the problems, but spot trends, and make informed decisions.
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Resolution Reporting Identify and assign what type of work was performed on a resolved or unresolved ticket.
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Email Parser Full email integration allows you to reply to tickets from your current mail software. When the reply is sent, the helpdesk will receive the email, parse/read the email, append the reply to the ticket log, and send out any new email notices.
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Email Notifications Keep technicians and customers up to date at all times through customizable email alerts. When a new ticket is routed to the technician, the customer can choose to be notified via email.
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Parts and Service Tracking Technicians can create a list of parts to be ordered for each ticket. The administrator can designate a person in your organization to be notified of requested parts.
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Time and Labor Tracking Duration and work hours can be attached to a ticket. A specific hourly “billing” rate can be defined for each technician.
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Unassigned Ticket Queues Administrators can setup multiple queues to receive tickets. When the ticket is routed into an unassigned queue, it remains there until it is either picked up or assigned out to a technician.
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Account Management Set up “Accounts” and track customers by groups you decide—by organization, company, department, category, or distinct customers. Multiple tickets, customer logins, follow-ups, files, and notes can be associated with each Account.
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Confirmations An automated and trackable process for customers and technicians to agree and confirm that issues are properly and satisfactorily resolved.
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