Archive for January, 2007

KLV GmbH – Knowledge Management and HelpDesk

KLV GmbH is a consultancy and software house specialising in complex IT solutions. The range of services offered covers everything from complete project management, including system integration, to the development of software and applications. The standard applications offered are in the field of Business Intelligence and Knowledge Management.

powerKNOW is a unique web-based Knowledge Management Solution which allows an individual approach to preserve and retain Knowledge in organizations. It consists of two main components: Contents and Access Methods (Taxonomy and Fulltext search with highlighting). By defining the taxonomy and the structure of contents, a customized Knowledge Retention Solution can be created.

By using powerKNOW, loss of knowledge can be reduced significantly, and the search for information and knowledge can be optimized. Synergies thus created result in achieving key objectives and maximum benefits.

KLV also offer winHELPDESK, a powerful helpdesk solution that manages your help-desk activity quickly and efficiently. It documents and tracks help requests. Incoming requests can be assigned to different help-desk agents and can be categorized by customer and contract. Complex issues can easily be structured where a general ticket breaks down into smaller issues. Each subticket can be assigned to a different agent. Work done can be documented as the solution progresses. Tickets can be automatically generated from incoming mail messages.

KnT Solutions – e-zHelpDesk

KnT Solutions, Inc develops e-zHelpDesk, a Web-based application that is used for customer support, defect tracking, service automation and other CRM applications. e-zHelpDesk provides the following main services:

  • Customer Relationship Management
  • Case Management
  • Defect Tracking
  • Knowledge Base Management
  • Service Portal
  • E-mail Tracking
  • Unlike other CRM products, which only provide you a Web-enabled solution, KnT Solution’s e-zHelpDesk application is a true Web-based application that does not require the user to install any additional client software to run the application. KnT’s product was designed to take full advantage of Web technologies. All you need to run the application is a Web browser.

    KnT Solutions carefully selected persisted state architecture as the foundation of their product development. This architecture allows the application to scale better as the number of users increase. E-zHelpDesk can be effectively deployed in the Web farm environment where availability and scalability are definitive requirement. Using stable Web technologies along with solid database products, KnT’s system allows each http request/response round trip to be completed quickly without taking up resource of the Web server. This ensures the uptime and availability of the Web server. The application has been thoroughly tested under real corporate infrastructure with other network components such as Cisco Local Director, Nokia firewall, Microsoft Proxy Server, etc.

    ky2help – Support and Mangement software

    ky2help is a modern support & management software that optimizes management of resources, reflects benefits of services in a transparent way, secures enterprise knowledge, highlights internal and external customer orientation und improves customer satisfaction. ky2help version 3 was developed close to the market to “best practice” according to ITIL-standards.

  • administration and institutions
  • IT and telecommunication business
  • customer requests
  • industry and trade
  • support center organizations (Call Center)
  • internal and external support of customers and employees
  • complaint-management
  • service centered organizations
  • innovation management
  • quality assurance
  • ky2help has a complete authorization system. It is possible to create an original profile for each user – there is an unlimited number of profiles. Flexible assignment to departments, enterprises, support groups or cost centers are provided. ky2help is capable of handling multiple subscribers. User information is shown by each individual user or as a large-scale top-down overview. Incident-Management The incident-management is designed to manage all types of malfunctions (incidents), reported by your customers or users through your support employees.

    The screen design is simple and variable. Incident templates, direct access to knowledgebase and master-client-incidents are as granted as tracking of all processing- and escalation steps.

    ky2help is a 100% web based software, which runs on Microsoft, Unix and Linux operating systems. Supported databases are MS SQL (Version 2000 or higher), Oracle (Version 9i) or MySQL (Version 4.1 or higher). ky2help requires any PHP 4.3 compatible webserver, and runs on any browser that supports Java and Cookies.

    SchoolHelpDesk.net

    SchoolHelpDesk is a web based help desk application installed on your network that is customizable for your environment. Below is a sample of some of the features:

  • Easy to use
  • Economical and affordable
  • Web based (no client software required)
  • Scalable (from dozens to thousands of users)
  • Knowledge base and Self-help (Browsable and searchable)
  • Customizable and flexible
  • User accounts can be synced to Active Directory or eDirectory
  • Executive/management overview
  • Email and paging options
  • Free email support
  • With 5+ years of helpdesk history, the product can handle big school environments. But it is easy for small schools to use. So contrary to many of the other helpdesk solutions out there, SchoolHelpDesk has a lot of muscle under the hood for when you need it in the future. So don’t let inexpensive pricing fool you, this is powerful software.

    The software is installed at your school (typically one installation per district) so you control the server cost.

    With a low annual fee, SchoolHelpDesk will pay for itself in less than month. Users help themselves, which is better use of everyone’s time. After you get your self help tailored to your users, you can expect 80% of tickets to be resolved by the user … so you can do more with less! If you depend on outside contractors to fix problems, then the simple task of organizing the problems in one place for them to know what the problem is will save them time … and save you money.

    Layton Technology – HelpBox

    HelpBox is a helpdesk solution that assists in managing all incoming service requests and support calls. HelpBox helps assign these requests and calls to different resources according to priority, problem type and technical skills. This helps companies resolve problems faster. HelpBox expedites workflows by improving communication and efficiency in regards to client and internal technical support. Since HelpBox is Web-based, it can be accessed anywhere anytime.

    HelpBox includes a number of options as standard usually associated only with much more expensive Help Desk solutions. No complicated pricing structure or extra pricing for additional modules. Here are just some of the features included with HelpBox:

  • Automatic escalation of calls and color coding of different escalation levels allow an ‘at a glance’ appraisal of how well Service Level Agreements are being met
  • Highly configurable, using drag and drop screen designer.
  • Additional fields can be added to the database schema and then dropped on to the forms as required. Use picklists to limit the values that can be selected by your end-users.
  • Integrated link to AuditWizard allows PC inventory to be viewed from within HelpBox.
  • In addition to HelpBox, Layton Technology offers several further products. ObsurferPro is an Internet Monitoring solution aimed at assisting Network Administrators in the task of identifying and controlling use of valuable Internet facilities within working hours.
    AuditWizard is a simple tool that puts you in ultimate control of your system inventory. It will perform a discrete and comprehensive audit of all hardware, software and peripheral data and provide you with a simple graphical readout.

    SPoTS – Trouble Ticket Software for CRM

    SPoTS is a software system designed to assist you in tracking and organizing trouble tickets or service orders. A trouble ticket or service order can represent many things based upon your company’s industry.

    SPoTS also incorporates customer relationship management (CRM) functionality. This ability allows you to create customer accounts and associate trouble tickets with a particular customer. Reports itemizing the trouble tickets associated with any given customer can then be easily generated. SPoTS allows you to create contacts within an individual customer account. Therefore, if your customers have multiple locations or multiple departments, individual contact records can be created that “roll up” to the primary customer account. Additionally, SPoTS allows the creation of Customer Notes. Each time you interact with a customer, a Customer Note can be created describing the interaction. This customer history is then referenced any time you or any of your employees interact with a customer, thus enabling any customer service representative the ability to service any customer.

    Whether SPoTS is used for trouble ticketing, service order tracking, facility management in an office or apartment complex, bug tracking in a newly developed product, by the help desk in your IT department, or for some other purpose, it can assist you in improving the quality of your products, your services, and your customer service.

    LBE Help Desk Software

    LBE Help Desk software provides a computer helpdesk and web enabled help desk solution, helping you to improve customer service and automate your customer service.

    LBE have three main products:

  • LBE Web Help Desk is operated entirely through your web browser and is designed to be used by both your support staff and your customers. Install once - use it anywhere! - Install the Web Helpdesk on a single machine then access it from anywhere with a web browser.
  • LBE Desktop Help Desk is a Microsoft Windows application, typically used by your support staff. In addition to the features it shares with their Web Help Desk, it also provides a rich user interface, which will make your job easier.
  • LBE Helpdesk Mail-in Server is a way for your end-users to interact with LBE Web or Desktop Helpdesk using simple emails. By sending email to an address you specify, they can create new jobs, update their existing jobs, or get get the current history of their job. All you have to do is leave LBE Helpdesk Mail-in Server running on a single machine and tell it to regularly check the mailbox.
  • All LBE’s products maintain a simple, clear and intuitive interface to allow your staff to start using their products with the minimum of training or hassle.

    Lever IT – Discovery Helpdesk

    Discovery Helpdesk is a tool that allows clients to attend the needs of their users, and solve network troubles, quickly and proactively. It helps to meet customers’ support requirements and maximise the potential of the applications clients use, as well as the productivity of their business. It makes sure that requests are delegated to the right people at the right time, to make sure that every situation can be attended to immediately, and resolved promptly.

    Discovery Helpdesk streamlines the communication process between clients and their customers, meaning that problems can be solved and issues dealt with more quickly. The software allows you to run multiple service channels in one go, which in turn reduces the time response for each query. A powerful and intuitive knowledge base means that past solutions can be preserved, increasing the likelihood of solving a problem on the first contact. Discovery Helpdesk is also available as an online solution, which is 100% browser-based, requiring no installation to run, and accessible from anywhere.

    Lever IT also provide Discovery Advantage, an information and resource management solution for businesses. It provides constant control over the technological assets in your company, ensuring that they are used and maintained correctly.

    All Lever IT programs are available in either Spanish or English.

    Liberum Help Desk

    Liberum Help Desk is the complete help desk solution for small to medium sized businesses and organizations. This software provides a simple, easy to use web interface for managing and tracking technical support problems.

    Liberum Help Desk is open sourced under the GPL license and free for use. The help desk software is written in HTML and ASP and is easily modified and customized. All that is required to run Liberum Help Desk is Windows NT/2000/XP running IIS.

    Liberum Help Desk is completely, 100% web based – this means that there is no time-consuming software to install, which is impractical if you are part of a larger company anyway. Instead, the software entirely based online, so all you need to access it is a web browser!

    Liberum can send you email notifications when new requests come in, so that you can answer every query as quickly as possible. It has be programmed to utilize Windows authentication, so you don’t need to manage another database of users, which means that you can skip the tedious training and get straight down to using the software.

    It allows for better communication between users and support reps: users can view progress on problems and submit additional information about them where necessary, keeping them in the loop, so they know that their problem is being taken care of.
    Built-in reporting keep track of support reps, which departments are making requests, and what types of problems are being reported, so that nothing slips under the carpet.

    LiveTime – Service Management

    LiveTime provides web based vendor neutral help desk software, support desk software and service desk software, complete with sophisticated problem identification, resolution, knowledge base and service level management capabilities. It’s pure internet architecture represents a major advance in the way service and support is delivered using open industry standards.

    With support for IT Infrastructure Library (ITIL) and Sarbanes-Oxley best practices, and an intuitive user interface LiveTime Help Desk software, Support Desk software and Service Desk software speeds problem resolution and reduces support costs by an average of 15-35%.

    LiveTime products are 100% web based and vendor neutral, complete with sophisticated problem identification, resolution, knowledge base and service level management capabilities. Our pure internet architecture represents a major advance in the way service and support is delivered using open industry standards.

    LiveTime supports all major operating systems, databases and browsers. Leverage your existing infrastructure by deploying on equipment you already own. Unlike competing products LiveTime are not limited to Internet Explorer for access. They support every browser on every operating system for true portability and access from anywhere.

    The built-in self-service portal, comprehensive alerting system and knowledge infrastructure allow support staff to focus on solving more complex problems and let the system deal with common solutions to everyday problems.

    Unlike other vendors LiveTime does not charge based on the number of customers. Every installation includes the ability to support an unlimited number of customers.