Hanu Web Help
Desk
Software
operated
entirely through your web browser, designed
to be used both by your support staff and
your customers. Install the Web Help Desk
software on your server then access it from
any machine with a web browser. The web
server you run Hanu Web Helpdesk on, does
not need to be connected to the Internet, it
works quite happily on your own internal
network. . We can also take care of hosting
the web help desk for you.
Hanu 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. In
addition to the features it shares with our
Desktop Help Desk software:
-
Your
customers can create and monitor their
own jobs, reducing the number of calls
to your support staff.
-
Customers
are limited to updating and creating
their own Helpdesk Jobs - they can't see
anyone else's data.
-
Your
Helpdesk staff can use it on-site as
well as in your office.
-
Knowledge
base allows customers to solve their own
problems.
-
Easy to
customize - show your own branding on
every page.
-
Use it with
our desktop help desk software and the
email interface.
The web server
you run Hanu Web Helpdesk on, does not need
to be connected to the Internet, it works
quite happily on your own internal network.
Hanu Web
Helpdesk does all this yet still maintains a
simple, clear and easy to understand
interface. Your staff will be using it with
the minimum of training.
We can host
Hanu Web helpdesk on our servers. It is the
ideal solution for busy helpdesk managers
who need a system set up quickly, without
any hassle.
Our Web
Helpdesk Hosting service gives you:
-
Use of the
latest, unlimited user licence of
Hanu Web Helpdesk for the duration of
the agreement. You don't need to buy a
separate Hanu Web Helpdesk licence.
-
Free
modifications to display your own logo
and site name.
-
Your own
database - no one else will be able to
see your data.
-
Free E-mail
support and emergency telephone support.
-
Full access
to the helpdesk for your operators so
that they can action jobs and maintain
the data for your helpdesk.
-
Restricted
access to the helpdesk for your
customers so that they can report,
update and check the current status of
their own problems
Your site will
be hosted by a specialist company who
provide:
The fee covers
set-up, web hosting, support and an
unlimited concurrent user licence for
Hanu Web Helpdesk. The site is usually ready
within a few days of ordering.
Mail-in server
If required, we
can also install the Mail-in server software
for you. This software allows your end-users
to interact with the helpdesk just by
sending an email.
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|
Helpdesk |
|
Cost |
Priced
per simultaneous user |
|
One-time cost |
 |
|
1st
year Support and upgrades included |
|
|
Subsequent years' support and
upgrades |
GBP 35
p.a. per simultaneous user |
|
Payment
options |
-
Credit card/PayPal
-
Purchase Order
-
Bank Transfer
-
Cheque
|
|
Max.
number of people that can use the
helpdesk simultaneously |
limited
only by number of licence purchased |
|
End-users can log their own helpdesk
jobs |
(Web Helpdesk or Helpdesk Mailin
server) |
|
Record
new helpdesk jobs |
|
|
Update
and close jobs |
|
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Place
jobs on hold |
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Transfer to other helpdesk operators |
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Create
"Child" Jobs which must all be
completed before the "Parent" can be
completed |
|
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Close
all "Child" Jobs by completing the
"Parent" Job |
|
|
Email
notification to operators and
end-users when jobs are created,
updated, closed. |
|
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Assign
Priorities to Jobs |
|
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Specify
target Job completion date based on
Priority |
|
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Categorise Jobs |
|
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Record
time and money spent on each Job |
|
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Define
unlimited numbers of
Customers/End-users |
|
|
Specify
Customers' support contract expiry
|
|
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Define
unlimited numbers of helpdesk
operators |
|
|
Restrict specific functionality to
certain operators |
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Restrict operators to seeing Jobs of
one Customer only or to see all
Customers' Jobs |
|
|
Restrict operators to seeing only
those Jobs assigned to them or to
see all |
|
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Use
keyboard shortcuts to enter commonly
used text |
|
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Dataviews - the smart way to manage
your data:
-
list all data
-
filter (e.g. "All Open jobs
assigned to me")
-
Show/hide only the information
you need
-
group by any column
-
create multiple views and switch
between them instantly
-
conditional formatting to e.g.
highlight all overdue jobs
-
Export to html or text files
|
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Knowledge base search |
|
|
Dataviews - conditional formatting
to e.g. highlight all overdue jobs |
|
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Share
database between users |
|
|
Database types supported |
-
MS
Access (supplied)
-
MS
Sql Server
-
MS
Sql Server Express
-
Oracle
|
|
Application type |
-
MS
Windows application
-
Web-browser based
-
Email interface.
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Specify
working hours (this affects target
completion date) |
|
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Two
custom fields (which may be renamed
by you) on each screen |
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Define
Category-specific working hours |
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Define
Category-specific Priorities
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Automatic escalation of Priority |
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Escalation notification to operators
and users |
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Maintain Asset information |
|
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Link
files to helpdesk jobs (e.g. for
screen-dumps of error messages) |
|
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Reports |
24 |
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