[h1]Help Desk[/h1]
SeaClass Help Desk delivers the automation and integrated tools to respond quickly and efficiently to conditions that disrupt critical services by automating incident and problem-managed processes, and acts as a single point of contact for user requests, user submitted incidents and infrastructure generated incidents.
Help Desk provides:
- Built in alerts and notifications
- Quick and easy access to active service requests with live status, announcements and FAQs
- Service Requests (New) – fully customizable feature that takes full advantage of the active directory metabase to populate data about the user, keeping the new request form small and simple.
- Requests (Initiated Notification) – email notification serves as the core of SeaClass HD™ and is fully customizable
- Service Desk (Router) – a service desk router assigns new requests to the appropriate service representative and identifies the priority level based on information from the customer. Representatives are notified when a request has been assigned to them.
- Technician (Home Page) – provides quick and easy access to assigned requests and new service requests that are unassigned allowing the technician to immediately respond to users online or the representative who is handling the requests.
- Service Request (Detail) – fully customizable feature to meet the needs of the school or district. Technicians have access to all their comments, the comments of the customer, manager, and representative.
- Service Notification (Assigned) – fully customizable feature that provides notification workflows with very specific information on each email message.
- Workflow Editor (Windows WF) – workflow may be edited in-house with little or no code, using Workflow Designer provided in Office SharePoint Designer 2007. Requests may be automatically routed to a dedicated service representative based on a keyword combination and a word found in the request detail. In addition, a request will be located because the life of the requests has reached a specific time, at which point the request is reassigned to the service desk with a note about the priority escalation.
- Service Desk (Dashboards) – provides real-time analyses of service levels. The dashboard provides an instant overview of priority distribution for open requests; overall status distribution, as well as a breakdown of what keywords are most used in requests. Provides a list of initiated and in-progress requests by each campus.
