UniPress Software Ltd

Phone: 08450 646566

Unipress Software - Web Help Desk Demo Videos and Screenshots
 

Web Help Desk Demo Videos and Screenshots


Video: End User Client Interface

Video: Clients

  • Create service tickets through the customer web portal
  • Custom fields dynamically display based on ticket category
  • Related knowledge based dynamically present self-help options
  • Customers select the ssset in question to assist technicians
  • View and update trouble ticket history from web interface
  • Customers receive ticket confirmation and alert emails
  • Access customer web portal via any modern web browser
  • Implement Multiple Language Packs (language auto-selected based on customer's default language setting in web browser.)
Video: Support Technician Interface - Tickets

Video: Support Technician Interface - Tickets

  • Cross-platform, Web-based IT Service Management Software
  • Incident and Problem Management
  • Load Balancing of Ticket Assignment
  • Prioritisation and Scheduling
  • Custom Alerts as SLA Breach Approaches
  • Two-Way E-Mail Correspondence
  • Parent / Child Relationships - Link "Incidents" to "Problem" Ticket (ITIL)
  • Time Tracking throughout Ticket Life-cycle
Video: Support Technician Interface - Assets

Video: Support Technician Interface - Assets

  • Asset and Desktop Management
  • Import Assets (CSV or TSV)
  • Sync Assets Automatically from ARD, MS SCCM, Absolute Manage, Casper and Other External Databases
  • Parent / Child Asset Relationships
  • Manage Asset to Enduser(s) / Client(s) Associations
  • Service Contract Expiration Management w/ Email Notifications
  • Full Audit Trail of Asset - Username & Date/Time
Video: Support Technician Interface - Reports

Video: Support Technician Interface - Reports

  • Point-and-click Reports Builder
  • Report on Custom Field Data
  • No External Reporting Tools Required
  • Billing Reports
  • Ticket Statistics for Trend Analysis
  • Export Reports to PDF and Report Results to TSV
  • Schedule Reports for Automatic E-Mailing
  • Report on Customer Survey Results
Video: Support Technician Interface - Approvals

Video: Support Technician Interface - Approvals

  • Seamless Change Request Submission
  • Unlimited Tiered Approval Steps
  • Automatically Assign Approver Based on Job Title, Department and Location
  • Change Advisorary Board (CAB) Voting
  • E-Mail Reminders
  • Administrator Approval Override Option
  • Change History
  • Point-and-Click Configuration
 
 

Service Desk Technician Interface Screenshots


Trouble Ticket Management

  • Email-to-Ticket conversion via IMAP or POP3 mailbox(es)
  • Auto-assign tickets to technicians or groups of techs
  • Intuitive and customisable trouble ticket list views
  • Basic, Advanced, and Saved ticket search queries
  • Problem / Incident (Parent / Child) ticket relationships
  • Quick-Ticket templates ensure increased productivity
  • Instantly update tickets with knowledge-base article links
  • Bulk update mass ticket lists as needed

Asset Management and Desktop Control

Knowledge Base Management

  • Technician-Only visibility setting for internal knowledge bases
  • Rich text and file attachments promote self-help assistance
  • Intuitive search interface enhances first call resolution productivity
  • Basic, Advanced, and Saved ticket search queries
  • Problem / Incident (Parent / Child) ticket relationships
  • Insert knowledge-base article links for quick ticket resolutions
  • Import knowledge-base FAQs from a spreadsheet format

Approval Work Flow and Change Management

  • Manage change control through automated approval work flow
  • Approval persons dynamically assigned based on submitter criteria
  • Unlimited tiers of approval work flow adhere to strict business logic
  • Change Advisory Board (CAB) voting functionality included
  • Visual representations of current work flow status
  • Hide description for "Denied" vote from submitter
  • Approved change automatically converted to service ticket

Performance Reporting

  • Generate statistics detailing ticket submission rates and average response times
  • Graphically display statistics in pie charts, bar graphs, or data tables
  • Schedule e-mail delivery of reports to any audience automatically
  • Live reports display interactive hyperlinks to tickets in question
  • Create real-time billing data; export to spreadsheet format
  • Rectify bottlenecks due to staff performance or troubling hardware
 
 

Customer Support Web Portal Screenshots


Support Ticket Submission

  • Create customer support tickets via web interface or e-mail
  • Ticket submission form dynamically displays custom fields based on ticket criteria
  • Custom fields include: drop-downs, radio buttons, check boxes, or sizeable text boxes
  • Display related self-help knowledge base FAQs during submission
  • Request the troubled asset during the ticket submission process
  • Attach files to the service request ticket
  • Carbon Copy (Cc:) anyone during ticket submission

Ticket History and Updates

  • Easy-to-use interface to search your ticket history for updates
  • Send technician an update or additional information on the ticket
  • Schedule e-mail delivery of reports to any audience automatically
  • Live reports display interactive hyperlinks to tickets in question
  • Create real-time billing data; export to spreadsheet format
  • Rectify bottlenecks due to staff performance or troubling hardware

Self-Service Knowledge Base Search

  • Easy-to-use self-help to promote a reduction in help desk involement
  • Search by categories, asset type, and keywords
  • Rich text, hyperlinks, and file attachments ensure robust self-help
  • 5-Star voting functionality to define FAQ usefulness levels
  • Configure visiblity of knowledge articles to the audience of choice

Approval Workflow / Change Management

  • Approval requests are submitted in same support ticket interface
  • Voting is executed via web portal or e-mail
  • Option to hide reason for denying request from original requester
  • View old approval requests for historical reference and audit
  • E-mail reminders to approval staff who have not voted
  • Intuitive web interface and e-mail voting for approval personnel

E-Mail Updates and Alerts

  • Rich HTML emails provide user-friendly content to customers
  • "Add Note" button allows customers to correspond with technicials via the familiar channel of communication, e-mail
  • Simply replying to the e-mail will add a ticket note and all quoted text is stripped from the note
  • A "resolved" ticket prompts customers to denote if the issue was resolved. Clicking on "Yes" automatically closes the ticket
  • A chain of ticket notes is displayed for historical reference
 

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