Helpdesk functionality
|
 |
 |
| Client helpdesk history
available? |
Yes |
Yes |
| Call logging |
Yes - Simpler model |
Yes - More options available |
| Can edit the action log
/ discreet actions |
No |
Yes |
| Can re-assign, change status and add
progress notes |
Yes |
Yes |
| Can close and re-open
helpdesk jobs |
Yes |
Yes |
| Supports helpdesk job templates |
Yes |
Yes - can also include action templates |
| Action Templates |
No |
Yes |
| Email Templates |
Yes - Limited to 3 only. Limited
tag support |
Yes - Unlimited and comprehensive tag
support |
| Subscribe to templates |
No |
Yes |
| Number of clients able to be linked to a
helpdesk job |
Only 1 |
Unlimited |
| Number of assets able to
be linked to a helpdesk job |
Only 1 |
Unlimited |
| Number of helpdesk jobs able to be linked
to a helpdesk job |
None |
Unlimited |
| Ability to add "Actions
to do" to helpdesk job |
No |
Unlimited |
| Supports financial
costings for each action |
No |
Yes |
Client register
|
|
|
| Comprehensive client
details |
Yes |
Yes |
| Auto-generate client ID |
No |
Yes |
| Ability to link to site |
Yes |
Yes |
| Ability to link to assets |
Yes |
Yes |
| Client alerts when
logging a helpdesk job |
Yes |
Yes |
| Multiple addresses? |
Limited to 2 |
Unlimited |
| Multiple contact
details? |
Limited |
Unlimited |
Asset functionality
|
|
|
| Asset register |
Yes |
Yes |
| Assets can be linked to helpdesk jobs? |
Only 1 |
Unlimited |
| Service recording for
assets |
No |
Yes |
| Automatic asset auditing |
No |
Yes as an add-in |
Knowledge Base
|
|
|
| Knowledge base |
Yes |
Yes |
| Articles can be classified according to
type |
Yes |
Yes |
| Voting system |
No |
Yes |
| Self-linking knowledge base articles |
No |
Yes |
Custom User-defined data
|
|
|
| Custom data on all major
entity screens |
Yes |
Yes |
| Custom data limitations |
5 textboxes, 5
Drop-down boxes, 5 Checkboxes |
Unlimited + new Date
data type |
| Validation, default data
and mandatory custom fields? |
No |
Yes |
| Search on custom data |
No |
Yes |
Internet capabilities
|
|
|
| Client Access Module |
No |
Yes |
| Staff Support Module |
No |
Yes |
Escalation capabilities / Service level
agreement management
|
|
|
| Unattended, rules based
escalation |
Yes |
Yes |
| Escalate helpdesk job based on priority
code |
Yes |
Yes |
| Ability to send
escalation notification email |
Yes |
Yes |
| Ability to perform custom actions on
escalated helpdesk jobs |
No |
Yes |
| Full SQL driven
escalation model |
No |
Yes |
| Number of priority schedules |
Limited to number of job priority codes |
Unlimited |
| Ability to define client
alerts |
Yes |
Yes |
General
|
|
|
| Initial "Welcome" screen
to display staff helpdesk statistics |
No |
Yes |
| Ability to link attachments and keywords
to clients, helpdesk jobs, assets etc |
No |
Yes |
| Entity search |
Simple |
Comprehensive |
| Full text searching for all major entities |
No |
Yes - SQL Server 2000 only |
| Full "roving user"
experience |
No |
Yes |
| Ability to choose which fields are
displayed |
No |
Yes |
Reports
|
|
|
| Full range of
statistical and managerial reports |
Yes |
Yes |
| Ability to filter reports |
Yes |
Yes |
| Ability to view custom
reports |
Yes |
Yes |
Ability to modify standard reports
* for customers who own a registered copy of Crystal Reports 8.5 only |
No |
Yes |
| Ability to save report
filter criteria |
No |
Yes |
| OLAP capabilities |
No |
Yes - SQL Server only |
Email integration
|
|
|
| Uses simple MAPI clients
such as Outlook, Outlook Express, Eudora |
Yes |
Yes |
| Automatically send email
upon helpdesk job actions |
Yes |
Yes |
| Ability to automatically
log helpdesk jobs from incoming email |
No |
Yes |
Technical specifications
|
|
|
| Database engine used |
Microsoft Access |
Microsoft SQL Server |
| Report Engine |
Crystal Reports 10 |
Crystal Reports 10 |
Pricing
|
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here |
Click
here |
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|
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