Help Desk and ITIL® Software Features for Support Technicians

As a support technician there is nothing more frustrating than working with a tool that is inflexible and not user friendly.

Our customers have asked for:

• To be able to quickly search and select the customer you are speaking to
• To be able to log and resolve issues quickly, without compromising quality
• To have a clear overview of open requests
• To identify high priority issues easily

IncidentMonitor™provides:

• Request templates to quickly log recurring issues
• Memorized responses to add pre-populate fields on the ticket, with one click of a button
• One click resolution of requests
• Customizable interface to meet your personal requirements
• Customizable overviews, displaying data that is important to you, in the order you want it listed. with handy filters
• Multi-screen overviews
• Direct integration to your active directory or any other LDAP for easy access to contact details
• Multiple overviews to see what is going on: process overview, team overview, personal overview, dashboards
• Personal View, Queue View, Team Views, Process Views
• Direct matching to saved tickets to find similar requests.
• Direct matching to knowledge base documentation
• Direct access from a ticket to the configuration database.