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Helpdesk solutions can be expensive and complex, offering lots of features not needed by smaller organisations.
FrontRange Solutions has addressed these issues by repackaging the core components from its popular HEAT service desk products to create PowerDesk, an affordable helpdesk solution for the smaller company.
PowerDesk 6.4 works with a built-in Access database, although any ODBC-compatible database can be used with the necessary tables configured using a quick start wizard run immediately after the software is installed.
You can't customise everything as you can with the full HEAT solution, but the database can be configured to suit different uses nonetheless.
For example, users can modify the field names on the customer/user forms, specify the type of calls to be handled and set up additional custom fields.
Two types of user are supported. Administrators are provided with a simple set of management tools, while the principal tool for operators is a Windows-based call-logging console. The interface here is straightforward, with much use made of shortcuts and icons to simplify standard procedures.
So-called 'quick' buttons, for example, help automate common tasks such as responding to calls.
The usual drop-down lists are available to help fill in the various onscreen forms, and an auto-tasking facility allows tasks to be grouped and performed together using a shortcut.
Global and personal auto-tasks can be defined and operators can keep users informed of progress via a variety of mechanisms, including a simple bulletin board.
Add the somewhat expensive HEAT Self Service module (£3,995 ex. VAT) and callers can also log their own problems using a browser interface to help reduce call volumes. A remote access module is also available (iHeat, £278 ex. VAT), as well as a knowledge base (Knowlix, £2,700 ex. VAT).
It took us around 30 minutes to install PowerDesk and run through the quick start wizard, after which we were able to begin logging and responding to calls straight away.
Price: £395 per operator (ex. VAT)
Server requirements: Network accessible server running database with ODBC access (SQL Server 2000 recommended). Auto ticket generator requires a Pentium II processor with at least 32Mb of Ram.
Client requirements: Pentium II/III; 64Mb of Ram; 200Mb free disk space; Windows 95/98/ME/NT/2000.
Network requirements: Works on most common network environments.
Contact: FrontRange Solutions 0118 938 7400
www.frontrange.com
See also:
All Office Applications
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