Issue Tracking/Helpdesk

If your company is like most today, your IT department must accomplish more with fewer people. Despite everyone's best intentions, end users may not get answers to their technical questions as quickly as they need them, and IT professionals feel as if they spend an inordinate amount of time dealing with minutia instead of tackling critical projects.

ExpressDesk^TM, TurnOver's issue tracking solution, combines browser-based end user self-service with TurnOver's full-service IT Helpdesk for a corporate-wide system that makes the most of limited resources. End users get a fast, easy way to find answers to their own technical questions, enter requests, and track the progress of their issues without tying up tech support personnel. Meanwhile, your IT staff can concentrate on solving difficult problems in record time.

TurnOver optimizes tech support efficiency so you can service your customers quickly, focus more on priority issues, and leverage the information users provide to improve your software applications.

An Extension of TurnOver Change Management

ExpressDesk consists of two modules -- full-service helpdesk for technical support professionals, and browser-based self-service for end users.

ExpressDesk's end user self-service and helpdesk modules tie directly into TurnOver's project management and change management systems. Built by the same development team, they all share the same reliable iSeries database, so users enter requests once and all details are preserved throughout the entire development cycle. Requests flow smoothly from end user to tech support to development. When a task is complete, TurnOver messages everyone involved, including the original requestor, to close the loop.

This fully integrated helpdesk and change management solution ensures that all information regarding software changes to any of your applications, regardless of platform, is in a single database - a tremendous benefit for businesses facing compliance audits. It also takes full advantage of inherent iSeries security and reliability, and supports efficient maintenance, back up, and recovery.

Web-Based End User Self-Service

ExpressDesk's browser-based front end gives you an easy way to help end users help themselves with an easy-to-navigate, professional look right out of the box. You can also plug it into your corporate Intranet or Website template for a customized look without all the work.

WiseDesk Knowledge Base lets end users drill down to see if their issue has already been reported and answered.
Self-Service Request Submission lets end users enter requests and get back to work quickly. Generates email to helpdesk with details and linked task.
Self-Service Request Tracking eliminates "status check" calls to your helpdesk.
Customizable Interface and Functionality make ExpressDesk indistinguishable from your company Website or Intranet, plus you can provide the specific services your end users need.
Email Messaging automatically notifies the correct people as questions are answered and as requests make their way through the development cycle.
Group Authorities speed user administration.

To experience for yourself how easy it is to use ExpressDesk and to get a feel for its full end user self-service functionality, try it now.

To see how you can customize ExpressDesk, visit our Bigfoot Systems Website. We configured this fictitious corporate site with restricted ExpressDesk functionality to act as a simple knowledge base. It illustrates how you can customize ExpressDesk to fit any type of self-service scenario.

Full Service IT Helpdesk

TurnOver's IT Helpdesk.
Click for larger image

TurnOver's graphical Helpdesk includes all the functionality you need to professionally manage helpdesk resources, consistently meet your service level agreements, and turn end user issues into valuable business intelligence that helps guide software development plans.

Helpdesk speeds service to end users by making it easy for your helpdesk personnel to log calls, research answers, enter and track tasks, and automate time-tracking. With this module, you can expect to see improvements in many areas:

Issue Tracking preserves the details of every call — including time/date stamps and actions taken — for future research, business analysis, and painless audits.
WiseDesk Q&A Tree captures accumulated knowledge in an easy-to-access format for less experienced staff. Takes the pressure off your most valuable resources.
Workflow Support turns insightful end user information into development tasks whenever software changes are required. Feeds the TurnOver Change Management system.
Email Messaging automatically notifies the end user when questions are answered and as requests make their way through the development cycle. Improves communication.
Time Tracking helps managers pinpoint problem areas and document billable hours.
User-Defined Fields let you customize the TurnOver database to your needs.
Escalation Queues ensure you consistently meet deadlines and service level agreements.