The help desk manager is the hub of any support team and is where you will spend most of your time and as such has the most features within it.
Services Level tracking, time spent, private notes, audit trails, email notifications, email templates, technician work orders, exportable data, these are just a few of the features that you will find within this area of the software.
Manage requests sent via email
With OP SmartDesk’s email management, support requests sent into corporate mail boxes, such as email@example.com can be converted into uniquely identifiable tickets.
All mail box configurations are supported, including MS Exchange/Office365 & Google Apps.
End user web interface
A self service ticket management interface for your end users allows them to submit requests over the web. Customisable submission forms ensures you’re able to collect specific information and guide the end user as they submit a support request.
End users can subsequently use the interface to view tickets they’ve submitted in the past as well as responses from the help desk.
Create tickets on behalf of end users
Each help desk staff has the ability to create a new ticket within their respective staff interface. This is useful in cases where an end user phones in and provides a details, which then needs to be ticketed in the help desk.
Automated notifications sent via email ensure that the end user is aware of a phone request that has since been ticketed.
Custom fields to track more information
Collect more data from your end users by customising the form they submit requests on. Maintain a set of fields, specific for each ticket, for internal reference. You can add multiple levels of dependent custom fields. Custom fields are available in Text, Numeric, Email and Date type.
Broadcast Announcements & Twitter
Announcements can be posted that are visible on the front page of the help desk, these can be advance notification of planned works or general information.
This can be further enhanced by making an announcement a broadcast announcement, when a user accesses the help desk a popup announcement is shown ensuring the user is aware of a known issue. All announcements have the option of also being posted to a twitter account.
Complex Search Logic
Search support tickets in an instant with our unique search logic. Simply ask for what you want i.e. “printer toner” and every matching support request will be returned in a matter of seconds. Use as many logic combinations to further narrow down search results to really find what you are looking for.
Once your search results have been returned you can then sort based on single or multiple columns and export the data to PDF, Excel or CSV.
Support Ticket Details
All support ticket information is available in one place within an easy to navigate and use web interface.
Private Notes for collaboration
Your help desk staff can exchange notes on a support ticket for further collaboration. These notes will be tracked along with the conversation view of the request between the staff and customers.
Measure time spent
Each response to a support ticket may be made up of a physical activity, such as consulting with an internal team or performing a relevant task. For each response sent on a support ticket, help desk staff can manually enter the time spent in completing that specific task.
Total time spent on a support ticket is automatically totaled and tracked, allowing you to maintain time records and export time spent reports for end user billing purposes.
Assign Support Tickets
Assign support tickets to the right support staff, ensuring ownership of a support request. You can easily assign requests with a single click on the tickets view or detail pages. Once support tickets are assigned, the assigned staff will be notified via email.
Batch Update Tickets
By selecting any number of support tickets you can then perform a variety of batch updates which include:
- Assigning to staff
- Closing tickets
- Change priority levels
- Change Status
- Bulk replies
- Problem creation (linking of multiple tickets into one identified problem)
Powerful Reporting on activities across the help desk
Each report displays relevant information in visually concise formats, providing you with a snapshot view of all the key metrics that you’re interested in measuring.
Pie chart representations of request status and assignees as well as a line chart display of support requests assist in conveying all the right information in a simple manner.
Our unique custom reporting suite allows you to create the report that you need with the data that you need simply by dragging and dropping data element into the report. This can then be printer or exported to either PDF, CSV or EXCEL.
OP SmartDesk delivers ICT asset management that provides maximum visibility and control over your network ICT inventory, software usage, license entitlements, and purchasing data related to your IT assets.
Now you can seamlessly track and manage your ICT asset inventory from purchase through retirement—and finally abandon those Excel spreadsheets!
Track and audit ICT assets over single sites with multiple locations or multiple sites with many locations. Each site is fully customisable and can have their own asset numbering system.
Lots of Asset Options
Easy access to key asset controls allow asset staff to link assets, move them to new locations, dispose and much more
Single Click Access to Asset Details
Asset staff can quickly access all information related to a single asset including any custom information recorded, linked parent/child assets, audit history, attached files, and asset loan information.
Extensive Asset Management Options
Access to all Asset Management options are simply one click away and easily access via the main navigation menu providing access to key non admin functions like adding new assets and searching. Asset Admins can access another 9 areas including bulk upload of assets and asset reports which can be exported to either PDF or CSV.
A simple three step process provides a number of reports, generated and, exported as required. New reports are added in each new release based on user feedback and current legislative requirements.
The Resource Manager is an easy booking solution for rooms, equipment, services, and other resources.
Take the worry out of booking rooms, services and resources through an easy to use and intuitive web interface. For schools there is time slot based bookings over single or bi-weekly timetables.
Automate changes, conflict management, notification and cancellations for your specific reservations.
Eliminate Double Bookings
Using our colour coded grid you can easily see the availability of classrooms and resources. Easy to navigate date controls and room/resource filtering allows for an easy to use interface
Single and Bi-Weekly Timetables
We know not every school uses a single week timetable. The OP SmartDesk Resource Manager has been designed to work with both single and bi-weekly timetables.
Unlimited Periods & Time Slots
We know that school timetables run using fixed time slots. We allow you create unlimited times slots which can be renamed to suit your needs.
Unlimited Rooms and Resources
We don’t place any limits on how many resources or rooms you can have in OP SmartDesk.
The consumable manager is a fully featured stock control and inventory system for all types of devices within your organisation, from printers to projectors.
All consumables can be linked to more than one device and if your device is a printer you can get real-time information about toner levels, page counts, drum and fuser levels directly from the printer itself from within the consumable manager.
Consumables can have re-order levels set for them with optional notifications by email, raise help desk ticket or both.
Stock Levels for consumable can be seen here at a glance as well as adding, adjusting, and removing consumables.
Real-time Printer Status
Printers can be checked in real-time to see what consumable levels are like in the device itself. Toners, fusers, drums, and imaging units can all be seen as well as unique printer information such as page count, location, and contacts.
All installed consumables are added to an audit trail that can be view via the reports tab on the dashboard. All reports can be filtered very quickly, sorted and then exported to PDF, Excel or CSV.
Consumable Status Dashboard
Low consumable levels are shown on the main software dashboard as soon as a user has logged in, alerting them to low stock / re-order levels. This is an addition to help desk ticket and/or email notifications.
Please be aware that there may be other users logged into the demo at the same time as you, who may be editing and changing settings at the same time as your testing. This can lead to unexpected results, but please be assured it’s not an error!
Demo Login Information
If you would like to test the email polling facility please send an email to firstname.lastname@example.org, email is polled every 10 minutes and you will need to ensure that you have already created a user in OP SmartDesk that has an email address that is the same as the one from which you are sending your email.
If you have not setup a user then the email will be placed into an email holding area ready for an admin to view and decide what to do with it. You can access this holding area by logging in as an admin, selecting Software Settings -> Email Setup -> Email Log.