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The ExtraView Helpdesk solution is designed to empower our customers to keep their most important customers -- their employees -- happy, because happy, productive employees create and maintain happy, long-term customers. To keep your business running as efficiently as possible, your employees must have quick and dependable resolutions to their support issues and your help desk team must have all of the tools they need at their disposal.
The Helpdesk is designed to handle issues within an organization, such as those handled by the IT support desk. The default helpdesk is set up to handle issues related to computers and other assets for the users across the company, as well as handle telecom, network and other issues.
The basic principle is that assets such as computers and printers are added to an ExtraView business area named Assets and are assigned to an employee. These assets become available to issues created within the helpdesk area, so that when a new helpdesk issue is created, the entire list of assets assigned to the employee is visible.
Issues can then be created and managed until the problem is resolved. At each stage of the process notification is sent to the involved parties, keeping them abreast of progress.
Key Features
- Web-based - Standard web browser access with no client software to install. Unlimited number of role-based layouts, views, queries and options
- Point-and-click Configuration - Multiple forms or departmental business areas within a single database. Add an unlimited number of custom fields and an unlimited number of user roles
- Workflow Management - Workflow may be defined for each role, form and project. Simple workflow administration allows for the validation of data and processes
- Reporting – Create and save public or personal reports. Report types include: Column reports, Summary reports, Matrix reports, Dashboard reports, Aging reports, Container reports, Planning reports and Custom reports. Reports may also be output to the browser, to Microsoft Word, to Microsoft Excel, Adobe PDF, or text formats
- Audit Trails – Changes to any field on a form are part of a full, visible audit trail. Each change is time stamped and annotated with the name of the person. All changes to the underlying system metadata as well as all user access are also recorded in an audit trail
- Notifications - Automatic and rule based notifications. Alerts and updates can be sent and received through email. Reports can be scheduled and sent by email on a periodic basis
- Security - All fields are controlled with field-level security permissions for each role: read/write access, read-only access, no access. All key data collection functions are protected by a role-based security key. Definable password policies and expiration procedures. Electronic signatures may be defined for any step in the workflow. There is extensive control over all the application to prevent unauthorized usage.
A few of the benefits of using ExtraView
- Make sure actions, tasks and information reviews are managed and completed on time
- Manage safety data centrally to improve efficiency
- Control the quality of information available to staff
- Facilitation of risk assessments in one standard format
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