Software Help Desk

Free VOIP Online Web Conferencing Software

noreply@blogger.com (musicrihcy) — Tue, 19 Aug 2008 14:43:00 +0000

Free VOIP Online Web Conferencing Software - The best bloopers are a click away

Watch this demonstration of how to use this free online conference room to train sales people, create a customer support help desk, show presentations to your downline, and more.

Webroot Launches New Service Desk Partner Program

noreply@blogger.com (musicrihcy) — Tue, 19 Aug 2008 03:56:00 +0000

Webroot[R] Authorized Service Partner Program Extends Webroot's Award-Winning Antispyware and Antivirus Software to Regional Repair Professionals

BOULDER, Colo. -- Webroot, a leading security provider for the consumer, enterprise and SMB markets, today announced the Webroot[R] Authorized Service Partner Program, which extends Webroot's antispyware and antivirus solutions to consumers and small businesses through their local service providers. Computer repair professionals across the country now have access to exclusive pricing, technical services and resources from Webroot to ensure their customers receive the best protection for their home and corporate computers.

"The threat landscape continues to intensify in volume and complexity with roughly one in three computer users today experiencing viruses, spyware or phishing. In many cases, the nature of these threats requires the expertise of trained professionals in order to resolve them," said Paul Lipman, Senior VP and General Manager, Consumer Business, Webroot. "Partners of all sizes are more critical than ever to ensuring consumers and small businesses have the best protection available for their PCs. The Webroot Authorized Service Partner Program enables customers to receive world-class security technology and support from the computer repair professionals they know and trust within their own community."

The Webroot Authorized Service Partner Program features a self-service Web portal where partners can place orders 24 hours a day, obtain diagnostic tools to easily diagnose customers' computer problems, and participate in training webinars. In addition, program partners receive dedicated account management and free access to Webroot's US-based customer service team to help resolve customers' issues quickly and effectively.

"We joined the Webroot Authorized Service Partner Program because we wanted to offer our customers products that are truly best in class in the Internet Security sector," said Brandon Disney, Director of Operations and COO, Data Doctors Franchise Systems, Inc, which has been serving clients through stores across the country for more than 20 years. "Webroot, who's had a long history in the Internet security space and fantastic service history with us, has made doing business with us even easier with the new Web portal. It has all the tools we need right from the site. It has enabled us to service our customers even faster than before! It provides virtually all of the resources our regional stores need to support our customers, and the Webroot customer service team remains a fast, accurate and reliable additional line of support."

The Webroot Authorized Service Partner Program also currently includes strategic partners such as Computer Troubleshooters and Friendly Computers.

Additional benefits of the Webroot Authorized Service Partner Program benefits include:

* Free registration for a limited time

* Volume discounts on in-store or online sales

* Pre- and post-sales support

* Retail kits to support sales including marketing campaigns and co-branding opportunities

* Access to breaking research and white papers from Webroot's Threat Research team

Partners can access the portal at http://portals.webroot.com/servicepartners/ and can learn more by calling 1-800-772-9383.

TechExcel Partners With Centennial Software to Bring Automated IT Asset Discovery to Integrated HelpDesk Suite

noreply@blogger.com (musicrihcy) — Tue, 19 Aug 2008 02:40:00 +0000

PORTLAND, Ore. -- Centennial Software, developer of IT asset discovery and endpoint security solutions, today announced that TechExcel, a leading provider of integrated IT service management, customer support, and application lifecycle management solutions, has selected Centennial Discovery for integration with its HelpDesk Suite. TechExcel HelpDesk Suite will leverage Centennial Discovery's automated IT asset discovery capabilities for complete IT asset identification and inventory management.

"The ability to automate the discovery and identification of all hardware and software assets on a network in real-time will significantly streamline and optimize any corporate help desk," says Andy Burton, CEO at Centennial Software. "By combining Centennial's dynamic auto-discovery with TechExcel's excellent HelpDesk Suite, customers can leverage a powerful new tool that eliminates the need for manual asset tracking and provides network or user details at the touch of a button for true help desk optimization."

Discovery is the most powerful and comprehensive software tool available for dynamically finding, identifying and auditing all corporate hardware and software on a network. The integration of Centennial Discovery into TechExcel's AssetWise module -- due for completion later this year -- will eliminate the need for manual asset tracking and streamline IT inventory discovery and management. Users of AssetWise will benefit from reduced average help desk call times, handle more calls with the same number of agents, and more easily troubleshoot network problems through more accurate awareness of network assets.

"We like to tout how flexible and easy to use TechExcel's HelpDesk Suite is for customers that want a completely customizable helpdesk solution," said Tieren Zhou, President and CEO at TechExcel. "With Centennial Discovery, we're delivering to our customers another level of functionality by integrating the most comprehensive discovery engine available on the market and automating the solution so it's easier to use and manage."

The Need for Help Desk Tracking Software

noreply@blogger.com (musicrihcy) — Mon, 18 Aug 2008 08:17:00 +0000

Companies that use help desk software note the many benefits of having it. Flexibility in web-based programs and the ability to effectively organize and manage trouble tickets are two of the most prominently praised features. Many businesses are now realizing the importance of help desk tracking software. They’ve learned that effectively managing consumer issues can create a loyal customer base. Help desk tracking software is a vital component in help desk technology. Your competitors know the benefits of help desk programs. In order to stay abreast of current trends and customer expectations, you should too.

Help desk tracking software allows your company to deliver effective and timely responses to customer trouble tickets. By using a ticket-tracking program, you can prioritize and manage all incoming and outgoing responses. Tracking software also allows customer and technical support personnel to check the status of queries they have already submitted.

The ticket categorization feature of many help desk tracking software programs is also very helpful. Most programs allow the user to organize incoming tickets on the basis of category, channel and priority. Instead of having technicians spend countless hours sifting through emails, tracking software successfully manages the tickets. This means more time for your personnel to spend working tickets, and a more productive workday.

Effectively managing trouble tickets can set your company at a higher standard than your competitors. Customers in today’s world want instant access to their questions and many expect and rely upon 24 hour support 7 days a week. Help desk software can also compile a list of the most frequently asked questions so that your customers can find solutions to their problems without contacting a technician. Quality customer and technical support is valuable to your business strategy, and ignoring this need can mean loss of business. Help desk tracking software is one among many ways to better manage your inbound service inquiries.

Remote control training: a bicoastal senior living enterprise reduces training and help desk costs and time with old and new software

noreply@blogger.com (musicrihcy) — Sun, 17 Aug 2008 23:02:00 +0000

When an enterprise is spread from coast to coast, the last thing that IT directors want to do is literally go the distance for training, troubleshooting and help desk answers. Not only can this potentially hamper the growth of an enterprise, the physical distance can bog it down, starting with the IT department. Kisco Senior Living is a growing enterprise of some 3,500 residents divided between independent and assisted living facilities and senior apartment communities on both coasts. Founded in 1990, Kisco has grown to 26 communities in California, Nevada, Virginia, North Carolina, Georgia and Florida, with a primary office in Carlsbad, California.

For Kisco Senior Living's IT Director Kirk Lewis, the challenge of supporting and maintaining a corporate network of 20 servers with over 400 workstations is about more than maintaining the servers. It means clearing help desk tickets and creating streamlined training for back office departments and personnel with trainers and new hires separated by hundreds of miles.
As in most growing enterprises, Kisco is focused on hiring personnel with the right skills and personalities for their particular departments rather than their computer skills. Additionally, it is one of Kisco's goals to have their staff spend as much time with residents as possible and the least amount of time in front of computers. Consequently, new hires were in need of training and help in using many of the basic software programs like Word, Outlook and Excel. The challenge was talking them through their issues, which was a very time consuming process for a small IT department.

Bridging the Distance Barrier

When Lewis started with Kisco some five years ago, the enterprise had 13 communities with 1,000 employees and 150 computers. Originally, as an IT department of one, it was imperative that Lewis and Kisco find some type of remote control software that would allow him to administrate servers, fix PC issues remotely and also train remote users so that they would not need to call again for a particular issue.

Although there were several options available then, all but one lacked the specific features that were of greatest importance to Lewis. According to Lewis, most of the remote PC control software of the time didn't allow him to initiate the program before a user logged onto their computer. "That meant that I couldn't actually see their login screen and get into the system earlier to help them if they had forgotten their password or other issues," says Lewis. "Another concern was that all of the other available remote control programs at the time used too much processing power just sitting idle in the background waiting for me to connect."

Lewis ultimately chose Proxy Networks Remote Control software and immediately implemented it to those facilities nearest him. From there he outsourced to a third party who installed the software locally or had someone in the community that was tech savvy install it. "I was able to support those 150 users by myself and close all of the help desk calls," says Lewis.

After leaving Kisco for several years, Lewis returned a year ago to find that they were still using Proxy. However, his replacement had installed another remote control software program in addition to Proxy, creating a somewhat chaotic situation. There were now three people in IT, but the community had nearly doubled to 25 communities. "For a while, we had difficulty figuring out which remote software was running on which PCs, so I made Proxy the defacto standard on all of them, which took about six months."

Lewis and his staff simultaneously implemented help desk software in order to track tickets, revealing an average of 42 days for an open help desk ticket. In the first six months they were able to reduce that time to four days and then six months later had it down to less than 24 hours. "What helped was implementing a single remote control software solution throughout the entire portfolio of communities, so that when a call came in for help, we didn't have to figure out how to remotely control that PC," explains Lewis.

With an average of 20 or 30 help desk calls a day, every minute spent clearing them counts. When Kisco had the opportunity to upgrade their Proxy software with Proxy Gateway Server, they saw an opportunity to better manage help desk calls via its virtual server function, making all of the PCs and servers on the network visible and instantly accessible. "It now takes ten seconds instead of two minutes to find a user's PC, and as the enterprise grows, we'll be able to save even more time," says Lewis.

Departmental Training

As a bicoastal enterprise, Kisco was dealing with turnover due to certain demographic and departmental factors. Since efficiency and quality service were paramount, Kisco needed to standardize procedures for all of its facilities. That meant increased operating cost due to the need for flying out trainers from the IT department and other areas, such as accounting, marketing and even dining services. "It occurred to us that we could put Proxy Master on the PC of the person doing the training so that they could train remotely as well," says Lewis. "In effect, this gave us a support tool and a training tool in one solution, saving us thousands of dollars in travel cost."

As a departmental area with a historical high degree of turnover, the accounting department became the first remote training target for Lewis and Proxy Networks.

With the evident accounting department success, Lewis then offered it to the marketing department as a remote training tool. It wasn't long before the IT department had implemented Proxy as a training tool for dining services.

Hearing Aid Provider Centralizes Help Desk through Kaseya IT Management Solution

noreply@blogger.com (musicrihcy) — Sun, 17 Aug 2008 20:53:00 +0000

Kaseya Allows Company to Prioritize, Track, Resolve and Report Tickets from Consolidated Console

ST. HELIER, Jersey -- Kaseya--a global provider of information technology (IT) automation software for IT solution providers and corporate IT organizations --announced today that Beltone New England has centralized its ticketing and help desk systems on Kaseya, giving the leading hearing aid provider a single platform in which to prioritize, track, resolve and report help desk issues. The Kaseya framework integrates help desk and ticketing with proactive systems maintenance, monitoring and remote access, allowing the company to quickly identify, troubleshoot and report availability and performance issues faced by a distributed and mobile workforce.

"All the information we need to quickly resolve issues is right there in a single, consolidated management platform," said Mayur Kirtani, director of IT, Beltone New England. "As a result, we're more efficient with our time, and issues--regardless of if they are down the hall or 300 miles away--are being resolved much faster and with a much higher degree of accuracy."

A company founded on quality customer service, Beltone New England requires its health care practitioners and audiologists to record all sales in the company's Web-based point of sale application, giving customers the peace of mind that their transactions are complete and accurate without having to receive a bill in the mail or fill out additional paperwork at a later date. The timeliness of reporting sales also helps the company plan revenue projections and record transactions in the appropriate accounting column. This reliance on application availability puts the onus on the company's IT staff to ensure the health of the workstations and mobile devices used by a distributed sales force.

Kaseya's low-footprint agent is deployed on 150 workstations spread over 50 offices in the Northeast U.S. and two virtualized servers running the organization's mail, security and BlackBerry[R] business systems. The Kaseya solution allows the IT staff to proactively monitor, patch, secure and back up each system from a consolidated management console, helping to streamline basic administration and ensure consistency throughout the environment--both proactive components to reducing help desk issues and heading off concerns before they lead to availability or performance problems down the road.

"Kaseya gives me all the information I need on one screen in which it quickly resolve help desk issues, allowing me to organize my time and IT resources more efficiently and more in line with business priorities," Kirtani said. "Resolving issues faster and more accurately reduces downtime, giving employees reliable access to our most mission-critical piece of business software--the point of sale application."

According to an audit conducted by Beltone New England, one hour of downtime can cost the company $3,000 per hour per office in lost sales or late-filed transactions. With 50 offices, application availability is directly tied to whether the company meets or exceeds its revenue goals. Now that the average help desk issue is resolved in several minutes as opposed to up to 45 minutes previously, the IT staff is able to ensure business continuity and enable a financially-healthy organization.

"Having an effective method for end users to file reports and track tickets is vital to providing quality support for any IT organization," said Jim Alves, executive vice president of product marketing, Kaseya. "This central repository and transparency makes it possible to take a proactive approach to IT management, tying monitoring, help desk, systems maintenance, inventory tracking, end point security and backups together under a consolidated console."
For more information about Beltone New England and its use of Kaseya please visit www.kaseya.com/itprofessional/success_images/Beltone.CS.kaseya.pdf.

LiveTime Help Desk Adds Mac OS X Leopard Compatibility to Web 2.0 Service Management Software

noreply@blogger.com (musicrihcy) — Sun, 17 Aug 2008 15:39:00 +0000

LiveTime Releases Service Management and Help Desk Software for Mac OS X Leopard and Leopard Server, and Introduces Optimizations for Safari 3.0

NEWPORT BEACH, Calif. -- LiveTime Software, a leading provider of ITIL certified Web 2.0 Service Management, Help Desk and Customer Support Software, today announced an update to its Service Management suite to address compatibility with Safari 3.0 and Mac OS Leopard. LiveTime can now be deployed on Mac OS X Leopard in both desktop and server editions with no additional requirements.

LiveTime and Apple's strong commitment to open standards makes Mac OS X Leopard a perfect platform for delivery of LiveTime's Service Management and Help Desk product suite. The application server infrastructure and plumbing required for LiveTime is built directly into the operating system. Simply populate any SQL database with the LiveTime schema, deploy the application in either the JBoss or Tomcat application containers and the system can be operational in less than 30 minutes.

LiveTime has also optimized the presentation layer on Mac OS X Leopard by making specific changes for Safari 3.0 for a rich user experience with its Web 2.0 interface. LiveTime's integrated spelling, online chat and RSS feeds provide completely new levels of interactivity for customers.

LiveTime's Help Desk and Service Manager enables enterprises to automate the service desk function using a combination of industry acknowledged best practices and best of breed technology. LiveTime's automated service desk process allows customers to submit, track and manage service support requests via email or the customer portal based on Web 2.0 and open standards.

FrontRange™ HEAT® Earns Leader Position in Info-Tech Research Group Evaluation of Help Desk Software Solutions

noreply@blogger.com (musicrihcy) — Sat, 16 Aug 2008 22:29:00 +0000

HEAT achieves "one of the highest overall ranks due to the well-roundedness of the solution".

DUBLIN, Calif. -- FrontRange Solutions announced today that HEAT[R], the fully customizable Help Desk and external customer support tool, has achieved a Leader position in a comparison of five help desk software solutions conducted by Info-Tech Research Group. The report, released January 11, provides an evaluation of the help desk software market, along with an analysis of HEAT. This evaluation examines HEAT as a help desk solution, and provides key points of consideration for the enterprise's help desk software decision.

Info-Tech Lead Analyst Brenda Kerton notes, "FrontRange[TM] HEAT[R] is generally more cost-effective than solutions with similar functionality, customizability, and interoperability." She also says, "FrontRange HEAT is a well-designed, versatile solution from a vendor with a strong track record. It is ideal for enterprises with low to moderate call volume demands and a clearly defined set of functionality needs."

HEAT is a help desk solution that logs and tracks issues through resolution. Built on more than a decade of service management experience, HEAT integrates core service and support components into one complete solution to reduce costs and drive higher customer satisfaction. One new feature to HEAT is the Call Logging Dashboard, which provides a one-stop location for common views and metrics. The new dashboard allows individual users to add hyperlinks to personal call groups, allowing for quick access to incident records based upon commonly used search criteria. In addition, the Metrics Section gives end users access to popular Help Desk metrics. A new Administration Navigation Dashboard has also been added to help the administrator quickly find and locate information and functions with a few simple clicks.

Info-Tech Research Group is a global leader in providing IT research and advice. In their inaugural review of the IT research industry, Outsell, an independent research house, ranked Info-Tech as a "Rising Star" in the IT research arena.

HEAT recently won "Best Help Desk Solution, Best in Americas" from the 2006 Members' Choice Awards, a recognition program hosted by ContactCenterWorld.com, the global support organization for contact-center industry professionals.

The full Info-Tech report can be purchased online.
About Info-Tech Research Group
With a paid membership of over 20,000 worldwide, Info-Tech Research Group is the global leader in providing tactical, practical Information Technology research and analysis. It is one of North America's fastest growing full-service IT analyst firms.
About FrontRange Solutions

FrontRange Solutions develops award-winning software and solutions used by more than 130,000 companies and over 1.7 million seats worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange product families are designed to optimize customer investment by their interoperability, specifically for small-to-medium-enterprise (SME) and distributed enterprise organizations.

Solution families are defined by three customer-centric market areas: Customer Relationship Management (CRM) including GoldMine([R]); IT Service Management including the HEAT([R]), ITSM and Infrastructure Management product lines; and Communication Interaction Management, including IP Office, GoldMine([R]) IP Voice Suite and IP Contact Center. This comprehensive product set provides a unique customer service and support scenario, unrivaled in the market today.

TMA Resources Selects Parature's On Demand Help Desk Software

noreply@blogger.com (musicrihcy) — Sat, 16 Aug 2008 19:11:00 +0000

Parature, provider of award-winning, on demand customer support software, announced today that TMA Resources, a Virginia-based provider of association management software products and services, has selected Parature's Help Desk Software Solution to enable more efficient and cost effective internal support. Recognizing the inefficiencies behind supporting an in-house system, TMA Resources decided to implement new help desk software. "After working with the Parature services team, I had our support Web site up and running in a week, which makes me look great! The Parature solution is affordable and has even more features than we were originally sought," stated Pablo Juarez, Manager, IT and Hosting Operations at TMA Resources.

With only one person managing TMA Resources' help desk, which supports more than 150 employees, the hosted aspect of Parature's help desk software is an enormous benefit. "With Parature, someone else manages the system, the maintenance, and all of the updates. I can focus on supporting our employees, rather then administering an entire system," noted Juarez. He went on to explain that Parature even allows him to tie support into mobile capabilities. "I have the solution set up so that it pages my BlackBerry device if critical issues come in. I know that people are supported twenty-four/seven, and I can sleep more easily at night."

The home-grown system TMA Resources used prior to Parature had included basic tools, but did not offer a proactive, scalable solution. "With our old system, essentially whoever yelled the loudest, got support. I would have had to have asked for additional capital to build it out to meet our needs," stated Juarez. After researching a number of help desk software systems, including Intuit© Track It!, and speaking to current Parature clients, TMA Resources chose Parature for its comprehensive functionality and overall fit with the organization. "Selecting Parature was a simple matter. The rich interface, powerful back-end, and extensive customization abilities were exactly what we wanted. Overall, it is just a fantastic product," said Juarez.

To learn more about the benefits of selecting a hosted solution, click here (http://www.parature.com/redirect/tma_wpwebservice.aspx) for Parature's free White Paper entitled 10 Reasons to Get Your Software as a Web Service (http://www.parature.com/redirect/tma_wpwebservice.aspx).

About Parature

Parature, provider of award-winning, on demand customer support software, enables companies to improve their internal and external support while reducing costs. Through its suite of modules, Parature enables companies to provide critical self-servicing information on a 24x7 basis via the web, resulting in reduction of inbound support load and therefore reducing support costs. Continually growing, Parature serves industry leaders such as Office Depot, ATI Technologies Inc. and Florida State University. For more information on the full features available in Parature, or to sign up for the FREE 30 Day Trial, please visit www.parature.com.

About TMA Resources

Headquartered in Vienna, Va., TMA Resources, Inc. and its team of highly skilled professionals produce a member relationship software solution, TIMSS(TM), for some of America's most prestigious professional societies, trade associations, labor unions, and other member-centric organizations. In 2005, TMA Resources ranked 344 on the Software 500 annual listing of the world's largest software companies. For more information about the company, visit www.tmaresources.com.

Customers Vote Numara Software 'Best in Class Customer Service' for Help Desk Solution

noreply@blogger.com (musicrihcy) — Sat, 16 Aug 2008 18:44:00 +0000

Company Also Receives 'First Class Customer Service' Award for Multi-Channel Solution
TAMPA, Fla. -- Numara Software, a global provider of service desk solutions, announced today that it's been voted 'Best in Class Customer Service in Americas' for its help-desk solution by ContactCenterWorld.com members. ContactCenterWorld.com, a global support organization for contact center industry professionals, recognized winners at its Members' Choice Awards in June. Numara Software also received a 'First Class Customer Service' Award for its multi-channel solutions.

"ContactCenterWorld.com's Members' Choice Awards have emerged as one of the industry's top honors, and we're pleased to be named among their premier providers," said David Weiss, CEO, Numara Software, Inc. "These awards confirm our mission of providing a superior customer experience and solutions that meet the complex demands faced by IT help desk and customer support professionals."

The Numara Software solutions are uniquely suited to companies of all sizes - be it a small enterprise with limited internal IT support to a large enterprise with a robust IT department and thousands of users. Its product portfolio includes Numara Track-It! 8, the most widely installed IT help desk and asset management solution in the world, and Numara FootPrints, an ITIL verified web-based service desk solution for managing large-scale service operations.
Raj Wadhwani, president of ContactCenterWorld.com, said of the award winners, "These are the vendors whom we should make sure make our short list when we look for solutions because clearly they have very satisfied customers."

The Members' Choice Awards are based entirely on customer feedback and recognize industry solution providers who sell products or services to contact centers. Winners are those vendors who receive the highest average scores (on a ten-point scale) as voted by their customers. 'Best in Class' is awarded to those vendors who score the highest in their respective categories while First Class honors are awarded to vendors scoring an average of eight or higher.

Award categories include:

* After Sales Support
* Industry Solution
* Help Desk Solution
* Outbound Solution
* Headsets
* Analytics Solution
* Recording/Quality Monitoring
* Multi-Channel Solution
* Workforce Management Solution
* ACD/Switch

About Numara Software, Inc.

Founded in 1991, Numara Software, Inc. (formerly Blue Ocean Software) is a global provider of service desk management solutions for IT help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. The Numara Software trusted solutions address critical IT and support functions, such as customer service desk, IT help desk, asset management, software patch and deployment, and network monitoring.

With its two flagship products, Numara Track-It! and Numara FootPrints, and more than 50,000 customer sites worldwide, Numara Software is the service desk management leader for small to mid-sized enterprises. To register for a one-on-one guided walkthrough, attend a webinar or download a trial, please call (800) 557-6970 or visit: www.numarasoftware.com.

About Members' Choice Awards

The Members' Choice Awards were established in 2003 and have become one of the top prizes for industry vendors to win. The 6th Annual Members Choice Awards will be open late summer.

About ContactCenterWorld.com

ContactCenterWorld.com provides world-class research, conferences and a customer focused website for contact center industry professionals. As a world wide leader in connecting businesses, vendors and people, our goal is to provide exceptional customer service, innovation in technology and growth opportunities to those we serve. With a membership of over 102,000 strong, the ContactCenterWorld.com brand is synonymous with innovation, leadership, creativity and support. For more information go to http://www.ContactCenterWorld.com .

Bank optimizes IT service: software solution standardizes, simplifies and streamlines operations and help desk support

noreply@blogger.com (musicrihcy) — Fri, 15 Aug 2008 18:33:00 +0000

Just a few years ago, Union Bank maintained only two data servers and a handful of applications at its branches, which were connected with a 56k phone line. Today, the bank is flourishing on the technology front with its own dedicated data center, including redundant connections to each office, as well as a separate disaster-recovery facility.

To maintain its technology-driven business operations, the bank's IT department established a help desk for bank employees to log trouble calls related to desktop, network, WAN, telephone and security issues.

According to Don Goodhue, information technology officer at the bank, "Prior to embracing a formal help desk system, we received technical requests by phone and email, which was not a very efficient process for us, since we did not have an application that allowed us to centrally track and manage our activities. Financial institutions are highly regulated, and our auditors were urging us to embrace a more formal method of tracking IT tasks and requests. With that in mind, we began our search for a unified IT service desk solution."

Union Bank is a wholly owned subsidiary of Union Bankshares, operating 13 full-service branches in northern Vermont and northern New Hampshire, as well as a loan center in St. Albans, Vt. With headquarters in Morrisville, Vt., Union Bank, with more than $390 million in assets, has served the financial needs of its surrounding communities since 1891.

Addressing its help desk processes, Goodhue knew the bank would need an application that was easy to use, and one that could scale with growth. "We wanted a solution that could track issues and even keep records of our employees who received technical support from us," he says.
Goodhue evaluated several help desk solutions and considered custom applications. He ultimately selected Alloy Navigator from Alloy Software based on a number of factors, including breadth of functionality, reasonable price point and asset-tracking features. "One feature that piqued our interest was the Web portal, enabling my team to log into the system remotely," Goodhue explains.

Alloy Navigator provides a centralized service desk platform to proactively administer all aspects of IT service management. The software offers a suite of tools to standardize, simplify and streamline IT operations, and improve service delivery, including self-service. Leveraging industry best practices, Alloy Navigator enables organizations to automate incident, problem, change, configuration and service management.

Among the tools provided by the software are: incident and problem management, change management, asset management; knowledge management, software licensing compliance, and management reporting. Alloy Navigator uses a configuration management database (CMDB) as the core foundation for the service support processes. Using the CMDB, Union Bank can manage the complete lifecycle of each individual component in its IT infrastructure, allowing for the flexible administration of a continuously changing network.

According to Goodhue, the other solutions his team evaluated were either too expensive, too difficult to use or lacked the core functionality Union Bank needed to support its help desk processes.

"The installation and customization of the product was a breeze," states Goodhue. "It did not take us long to get up and running, which was one of the reasons we selected this product. Also, the Web portal allowed all employees access to the system without having to install software on every PC. This was a big advantage for us."

Alloy Navigator is installed on a Windows 2003 server at Union Bank headquarters, while the database is on a separate SQL server. "We also have the technician console on each PC in the IT department," explains Goodhue. "Additionally, Alloy Navigator is linked to our Exchange server, and all employees can log into the help desk through a Web browser."

Today, Alloy Navigator has become the central repository for everything Union Bank does related to information technology. "We have been tracking hardware, software, contracts, and procedure documents, and building a knowledge base since deploying the product," he adds. "This year, we have expanded into asset tagging with barcode labels and now track all IT invoices in the system. We can then export this information and send it to our accounting department so they can manage the financial aspects of our IT assets. We couldn't imagine doing this process as easily with any other system."

In addition to using Alloy Navigator for asset management and to track IT service and support requests, Union Bank is using the product for change management, software license compliance, service-level agreement management and reporting.
Since deploying the product, Union Bank has had the capability to track and manage, on average, more than 300 service requests per month. These requests can range from password resets to new IT projects.

According to Goodhue, the number one benefit the company has seen since deploying Alloy Navigator is that everything is organized in a central location. This has also allowed the company to recognize significant cost savings. As the company continues to grow and scale its IT operations, Alloy Navigator is helping keep pace with the changing assets, employees and regulations, he says.

"This product has changed our overall support operations for the better," says Goodhue. "For IT, the product has added a systematic approach to our operations and also has given us a better grasp on how we are managing resolution times, service levels and so much more."

Consumers get little help from software help desks

noreply@blogger.com (musicrihcy) — Fri, 15 Aug 2008 16:24:00 +0000

NEW YORK -- One in three consumers who contacts a software maker for technical support goes away with the problem unresolved, according to Consumer Reports magazine.

Computer users gave software help desks a dismal rating -- 63 out of 100 points -- one of the lowest scores for a service in the last 10 years, the magazine reports in its September issue.
Consumer Reports blamed an industry culture that turns out flawed software and cutbacks in software companies' support departments. The magazine says tech support gives consumers the run-around even as the callers help the companies fix their own problems by alerting them to the issues.

The magazine, which got responses from more than 10,000 computer users, suggests postponing software upgrades until bugs are fixed. It also reconfirms the old adage: Back up your data.
And for those on the phone with tech support, the authors suggest "escalating" a call from a standard help desk person to a supervisor with more authority and smarts.

Numara Software Continues Momentum as the World's Most Widely Installed Help Desk & Asset Management Solution

noreply@blogger.com (musicrihcy) — Fri, 15 Aug 2008 15:10:00 +0000

A Growing Number of Companies Choose Numara Track-It! 8 to Automate Their Service Desk Operations

TAMPA, Fla. -- Numara Software, Inc., a leader in service desk management solutions for IT professionals, today announced a growing number of companies are turning to Numara Track-It! 8 to automate and control their service desk operations. The latest version of the world's most widely installed help desk and asset management solution, Numara Track-It! 8 is designed to be easy to learn and use, setting a new standard for usability, personalization and productivity.

Since Numara Track-It! 8's introduction in April 2007, the company has experienced a record number of upgrade and new product downloads from customers and prospects, with more evaluation requests than any other software release in the company's 15-year history. Among the companies turning to Numara Track-It! 8 to manage its assets and help desk operations is Casino Pauma, a gambling facility located in Pauma, CA that deployed Numara Track-It! 8 in October 2007.

"Numara Track-It! 8 has been a fantastic tool and has allowed us to increase our business efficiency at Casino Pauma," said Bernadette Gawne, MIS director, Casino Pauma. "Prior to implementing this solution, we had no way of gathering metrics, and no idea how many issues were being resolved each day or how long it was taking us to resolve these issues. With Numara Track-It! 8, we are now able to track and measure these issues to see exactly where our strengths and weaknesses lie."

Other customers recently choosing Numara Track-It! 8 to serve as the cornerstone of their IT support infrastructure include Atlas Cold Storage; City of Wasco, CA; Daly City, CA; FRCH Design Worldwide and Fresno City College.

A keystone solution in the company's award-winning portfolio, Numara Track-It! 8 includes sophisticated new features that enable users to more easily personalize their experience to their particular needs and thereby increase productivity. Chief among these features are its popular Microsoft[TM] Outlook-like user interface and customizable management dashboard with real-time updates to monitor key performance indicators. In addition, Numara Track-It! 8 encompasses all of the built-in features that previous versions of the solution had been known for, including intuitive installation, configuration wizards, software license management and auto-discovery of networked assets.

"In comparison to other products, Numara Track-It! is extremely affordable and very user friendly," continued Bernadette Gawne, MIS director, Casino Pauma. "Numara Track-It! can accomplish the same as other tracking systems for much less investment because it doesn't require a five day training course to understand the administration. The technical support is almost immediate and you don't have to be a Crystal reports guru to figure out the general reporting functions."
Numara Track-It! 8 supports five languages (English, German, Spanish, French and Portuguese) and is offered in three editions: Enterprise, Professional and Standard. A fully functional trial version of the Enterprise edition can be downloaded at www.numarasoftware.com/demo.asp.
About Numara Software, Inc.

Founded in 1991, Numara Software, Inc. (formerly Blue Ocean Software) is a global provider of service desk management solutions for help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. The Numara Software trusted solutions address critical IT and support functions, such as customer service desk, IT help desk, asset management, software patch and deployment, and network monitoring.

LBi Software Engineering Introduces CaseManager Call Tracking and Help Desk Software

noreply@blogger.com (musicrihcy) — Thu, 14 Aug 2008 17:00:00 +0000

CaseManager Vastly Improves Human Resource Management and Benefits Administration
WOODBURY, N.Y. -- LBi Software Engineering, a systems integration services provider, today announced LBi CaseManager, a call tracking and help desk management solution for employee call centers.

CaseManager is based on proven LBi technology already in use today by high-volume call centers across the U.S. It improves service levels and decreases costs associated with human resource (HR) management and benefits administration.
By reducing overall problem resolution times and increasing the number of successful calls, CaseManager improves the performance of Customer Service Representatives (CSRs), while increasing employee satisfaction and retention.

"With health insurance and benefits getting more complicated, employees are demanding more from HR to address their concerns," said Richard Teed, COO, LBi. "By seamlessly integrating with the leading HR packages, CaseManager delivers a holistic view of employee information, so CSRs can provide accurate, timely and consistent answers to employee questions. It's just what companies need today to increase service levels without increasing staff."

Track Issues to Completion

CaseManager empowers CSRs to easily enter information about employee calls and efficiently track issues to completion. A growing knowledge database of common problems and resolutions transforms CSRs into "experts," regardless of their experience levels.
CaseManager's "Case Distribution Algorithm" also ensures that tough problems are forwarded to the most qualified specialists available within the company. LBi's "Clipboard" technology, employing powerful search capabilities, allows CSRs to manage caseloads and quickly access the important information they need, when they need it.

Reveal Trends

CaseManager also provides call center management with critical trend analysis to produce valuable metrics such as the reasons for calls, resolution time, CSR effectiveness, training issues and more.

By integrating these metrics with a series of reporting tools, companies can reduce calls over time by identifying policies, procedures and guidelines that need to be presented more clearly. As a result, managers and decision makers can take proactive measures to address potential issues with employee documentation or CSR training. By reducing the volume of calls over time, CaseManager will provide a rapid return on investment.

As a fully web-enabled, secure application, CaseManager also includes Employee Self Service features that make it especially useful in environments where representatives are located in multiple sites around the world.

About CaseManager

CaseManager from LBi Software Engineering is a browser-based application providing a comprehensive solution for call center efficiency and help desk management. CaseManager combines the latest web technologies with LBi's 10 years of experience in developing HR call center solutions to offer an end-to-end solution for managing call centers and tracking issues to resolution. Designed to integrate smoothly with existing human resource management systems, CaseManager greatly reduces customer service costs and improves employee satisfaction.

About LBi Software Engineering

Headquartered in Woodbury, New York, LBi is a systems integration service provider that delivers and supports custom systems to enhance business operational proficiency. Working with IT organizations across the U.S. for over 25 years, LBi offers a comprehensive range of services from front-end needs analysis and program design to production support, along with expertise across Employee Benefits and Payroll, Human Resource Management, Insurance, Brokerage and Banking.

ScriptLogic plans to retain the Kemma Software staff.

noreply@blogger.com (musicrihcy) — Thu, 14 Aug 2008 16:37:00 +0000

About ScriptLogic

ScriptLogic Corporation is a leading global provider of systems lifecycle management solutions for Microsoft Windows-based networks. ScriptLogic's award-winning suite of desktop , server , and Active Directory management products help empower network administrators to proactively save time, increase security, and maintain regulatory compliance. More than 20,000 customers use ScriptLogic solutions to manage approximately 5.1 million desktops and 122,000 servers. ScriptLogic solutions benefit any size network in any industry. ScriptLogic, headquartered in Boca Raton, Florida, is a wholly owned subsidiary of Quest Software, Inc. (NASDAQ: QSFT). Reach ScriptLogic at (561) 886-2400 or on the Web at www.scriptlogic.com .

Forward-Looking Statements

This press release includes predictions, estimates and other information relating to our acquisition of the assets of Mattus, Inc. that might be considered forward-looking statements. These statements are based on current expectations and assumptions that are subject to risks and uncertainties. Actual results could differ from those anticipated as a result of various factors, including: risks that the proposed transaction or related integration activity may disrupt current plans, projects and operations; and our ability to recognize the benefits of the acquisition.

Other risks and uncertainties that may affect forward-looking statements include risks inherent in software businesses, which include but are not limited to: introducing quality products on a timely basis that satisfy customer requirements and achieve market acceptance; lengthy and variable sales cycles create difficulty in forecasting the timing of revenue; aggressive competition in all of our markets, which creates pricing pressure; risks that our intellectual property rights may not be adequate to protect our business or that others may claim that we infringe upon their intellectual property rights; risks associated with the ability to retain existing personnel and recruit and retain qualified personnel; declines or delays in information technology spending; changes in the demand for our products and services; inability to maintain or expand relationships with channel partners, value added resellers and systems integrators; and other risks described from time to time in Quest's filings with the SEC. For a discussion of these and other related risks, please refer to Quest's SEC filings, including Quest's Annual Report on Form 10-K for the year ended December 31, 2005, which are available through the SEC's EDGAR system at www.sec.gov or from Quest's website at www.quest.com . Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date thereof. We undertake no obligation to update forward-looking statements to reflect events or circumstances after the date thereof.

ScriptLogic Acquires Assets of Kemma Software to Extend Into the Help Desk Management Space

noreply@blogger.com (musicrihcy) — Thu, 14 Aug 2008 15:11:00 +0000

ScriptLogic® Corporation, www.scriptlogic.com , a leading provider of systems lifecycle management solutions for Microsoft® Windows®-based networks and a wholly owned subsidiary of Quest Software, Inc., today announced that it has acquired substantially all the assets of Pittsburgh, Pennsylvania-based Mattus, Inc., d/b/a Kemma Software. The acquisition enhances ScriptLogic's desktop management product portfolio by offering customers the BridgeTrak Suite®, a powerful help desk software solution that tracks issues reported by end users from entry to remediation.

The BridgeTrak Suite provides IT organizations a way to track user computing problems, such as issues with their own desktop machines, remote access, etc., allowing IT administrators to easily and efficiently record, manage and resolve reported problems. BridgeTrak, which is available as a Windows and Web-based client interface, complements ScriptLogic's existing desktop management solutions since administrators can use ScriptLogic's Desktop Authority® to fix the desktop issues that are reported through the BridgeTrak system. In 2008, ScriptLogic plans to further integrate BridgeTrak with the existing Desktop Authority product line.

"Our customer base has been asking for a help desk solution to complete our desktop management offering," said Jason Judge, CEO of ScriptLogic Corporation. "Kemma Software's development team has done a superior job building a solution that offers the features most often requested by help desk professionals, and we are eager to add help desk tracking and reporting to our customers' toolbox."

BridgeTrak 7.0, an easy-to-use, scalable, client-server application, provides IT administrators and external support professionals the ability to review all data related to issues that have been reported to the help desk, improving the efficiency of IT staff in managing problems and reducing the time end-users are not productive because their machines are in need of attention. A free 30-day evaluation of BridgeTrak 7.0 is available at www.kemma.com .

"Over the past few years, we have seen an increase in customer demand for BridgeTrak. Now, by joining forces with ScriptLogic, we have the ability to deliver the product to a vast audience of IT administrators and help desk professionals through a strong sales force," said Jeff Muschar, founder and CEO, Kemma Software. "We look forward to further enhancing the product to integrate directly with ScriptLogic's Desktop Authority to provide a solution that will not only facilitate the reporting and tracking of issues, but also prevention and resolution." .......

Help Desk Operation Software Improves IT Metrics in Teaching Facet

noreply@blogger.com (musicrihcy) — Wed, 13 Aug 2008 16:45:00 +0000

According to a past looking, the number of IT administrators at higher education institutions assess their IT service finance as deficient. Despite grants, fees for mating and intellect study fees, backing is primarily calculable from bifocal IT budgets. These budgetary constraints keep move towards administrators' coil goals. Supply desk resource software from Bomgar has significantly landscaped IT service metrics in the breeding sphere and may be the root IT administrators necessity.

The examine, conducted on IT administrators of 454 higher instruction institutions, open that 55.7% measure their IT service backing as fewer or often inferior than capable. Exclusive 3.2% rated the backing as much than required.

The analyse also open that about two-thirds of the involved IT administrators screw a set of lowborn goals: To ameliorate mortal satisfaction, to growth the come of support desk calls resolved at premiere incident, and to hold writer incidents per organisation of period. Accomplishment these goals is ambitious without passable finance.

More examine collection is getable from http://www.educause.edu/ecar : Tenor, Judith Borreson, and Evaluation C. Sheehan. "Aid on the Figurehead Communication: The IT Meliorate Desk in Higher Pedagogy" (Key Findings). Bowlder, CO: EDUCAUSE Centre for Practical Investigate, 2007.

Educational institutions using Bomgar amend desk reinforcement solutions somebody significantly developed their metrics. One schoolhouse order with tierce reps bearing 3,000 systems crossways 10 sites registered an gain of 90% in first ring finding, and ring direction susceptibleness redoubled six-fold. One stellar lincoln supporting solon than 31,000 end users accrued their rank tendency resolve rates by 40 - 50%, attenuate inclination escalation by 80%, and reduced telephony nowadays by 50 - 75%.

The EDUCAUSE looking also pioneer that the IT helpdesk services of most institutions are constricted to telephony, e-mail, and in-person interaction, sometimes at the person's position. Nevertheless, institutions with more tools open had higher degree of pair ratings and hence enjoyed greater customer spirit. Forbear desk backing software that enables forbear desk reps to assist both attended and unattended systems remotely may be a important plus to the toolset.

Help Desk Funding Software Enhances Commercialism and Field Intersection

noreply@blogger.com (musicrihcy) — Wed, 13 Aug 2008 16:15:00 +0000

The move towards running the IT department as a business has been beneficial: Whereas technology used to operate as a separate entity, the many failures at the turn of the century demonstrated that without the involvement of other departments, an organization can fail regardless of innovative technology. A new study reveals that companies that focus on convergence of business and technology are the most successful. Full utilization of remote support and help desk support software can be an integral part of this convergence.

The examination, conducted by the BTM Create, examined five years of Spheric 2000 financials and analyzed each associate's capabilities regarding brass and structure, strategy and thought, strategic finance management, and strategic initiative architecture. The results showed that fastness of ontogenesis, business action, receipts growth and net margins were significantly higher in companies that converge line and application.

These enterprises also enjoyed 6% higher EBITD margins, 4% calculate higher convey on justice, 8% middling higher bring on assets, and 14% higher arrival on investments.

As globalization plays a field portrayal in their success, these companies depend on executives and body having rich admittance to the most front supply desk connectedness software and bailiwick skillfulness forthcoming. It is also indispensable to get an IT service sector posture that enables whole and businesslike utilization of both the software and activity body.

To added the exercise of job models that insure sector lastingness through round unlikely operation to circle accumulation and organization, Bomgar, makers of the only appliance-based supply desk funding software in the industry, has prepared two webcasts that engage a new expend on the IT service commercialism representation.

Expanding IT Living Staff Capabilities Spell Reaction Their Workloads offers an deciding to traditional livelihood models that bounds the ability to instruction playing IT objectives. Rethinking the Serve Desk: Hear how to mouth anywhere, anytime incident salutation , demonstrates how companies are updating their service desk reenforcement software and concern models to connectedness any typewrite of pattern from any system connection and reduction operating and protection risks disregardless of the positioning of IT service experts.

Help Desk Connection Software Has Profound Result on Label Center Efficiency

noreply@blogger.com (musicrihcy) — Wed, 13 Aug 2008 14:48:00 +0000

According to past explore, moil represents the celebrity's deal of the tangency halfway budget and a significant allocation of boilersuit operating costs. Corporations hulky and soft are considered to adorn in study and otherwise resources than enable lense middle staff to growth efficiency. Bomgar's support desk operation software offers an unparalleled chance to send specified initiatives.

The search, conducted by the Foreign Consumer Direction Make (ICMI), comprised models for dinky, psychic and brobdingnagian contact centers supported on a collecting of data from varied sources including surveys and benchmarking studies. Bantam centers were settled as those having 50 body in one activity, line as 200 body in triplet locations, and whacking consisted of 350 body in six locations. They had an period growing of 2.5%, 5% and 7.5% and operated 8 hours/5 days/week, 10 hours/5 days/week advantageous half life on Sabbatum, and 24/7, respectively.

Grind represented 90% of the lense place budget and two-thirds to three-quarters of the gross activeness budget. The authors' recommendations included absorption on staff productivity and finance in bailiwick that would decoct say touch minute.

Bomgar, providers of the only appliance-based far reason software in the manufacture, offers corporations a unparalleled chance for discipline link body to handle solon calls in inferior reading on various fronts: Bomgar customers papers a change of 20 - 90% in come enjoin present, tendency escalation to support worker proof is reduced by up to 90 proportion, and oldest disposition incident determination is increased by 20 to 85 pct.

ICMI's explore also showed that bailiwick defrayal ranges between 2.6% and 5.9% of the overall budget. With 90% of play confectionery budgets and 60% - 75% of the coverall budget effort to tell refer undergo, money spent on assist desk support software and opposite application that increases organization efficiency could bed a large modify.

ICMI also recommends that companies play outlay decisions supported on the longer point kinda than tactical so fast budgetary concerns don't compromise stretch quantity goals. Tho' Bomgar's amend desk connection software does make earthshaking financial advantages on the polysyllabic quantity, expenditure alikeness indicates that the promotion may advantageously pay off in the qualifying fleeting statue as well

Help Desk Software Can Decrease Waiting Times

noreply@blogger.com (musicrihcy) — Tue, 12 Aug 2008 11:44:00 +0000

A past looking found that the wait moment when disagreeable to reach an IT helpdesk rep for tech living was among the principal complaints of respondents. As the property of the customer participate is tight linked to what happens at the forbear desk, companies would do fountainhead to excrete every endeavour to deepen up the growth. Though having much reps employed simultaneously would ameliorate, the value is oft preventive. Bomgar's ameliorate desk software offers a incomparable opportunity to speech the condition.

According to the analyse, conducted by Message Search Corp, the size of instant it takes to get finished to an IT helpdesk rep was the largest letdown for 17 percent of respondents: ordinal exclusive to disagreeable to realize reps with curdled accents, which came in at 20 pct.
Different results included hindrance with reps that don't feature a thoroughgoing inclination of their assort's products, services, or processes at 14 percent, and state transferred to the damage division or human at 13 percent. Reps who say they'll copy finished and don't, reps not authorised to touch your situation, or who don't read your position also requisite to be addressed.

Bomgar, providers of the only appliance-based better desk software in the industry, offers a unequaled opportunity to become phone waiting present by rising the speed and wellborn of work for each IT helpdesk conference. Customers using Bomgar's unlikely gain software change according number order nowadays shrivelled by 20 to 90 proportionality, introductory phone incident resolve hyperbolic by 20 to 85 pct, and escalation to endorsement tier living low by up to 90 percent.

The improvements seen when using Bomgar's exploit desk software assign companies to manipulate author tickets without rising the find of reps, and thereby cut inactivity clip without incurring added costs.

For more info on how Bomgar's IT exploit desk software can cut birdsong inactivity times for your customers and employees and turn the consumer experience, trip the Bomgar website.

Help Desk Software Necessory for Globalization

noreply@blogger.com (musicrihcy) — Tue, 12 Aug 2008 11:19:00 +0000

Computer distant accession services and products are credible to see 34 proportionality year-over-year ontogenesis until 2010, according to IDC forecasts. The primary act figure swing this ontogeny is globalization, referred to by IDC as the "high disrupter." Inherent in globalization is the necessity for device gain to organized applications and collection, and technical support. Nevertheless, choosing the modify distant desktop connection result can be tortuous and dear. To serve you excrete the selection that's manus for you, Bomgar offers two webcasts that enable you to watch and assess the criteria, features and costs of the dissimilar.

The foremost webcast, "Distant Livelihood in 2007: Whitener Requirements," featuring Nathan McNeill, Bomgar's VP set direction, reviews the basics: architecture, mass requirements, program funding, combination, customization, safeguard, deference and reportage, unconditioned cost of ownership and opposite cost considerations, fruitfulness features, and comfortable of use. ITs and help desk managers can also find a model spreadsheet to evaluate these criteria and train RFPs and RFIs.

In the ordinal webcast, "Device Funding Roulette: Which Solvent Do I Take?," Bomgar Inflammation Joel Bomgar, Matt Healey, Last Explore Psychiatrist IDC, and Saint Ragsdale, VP of Explore for the Delivery and Operation Professionals Memory (SSPA), handle the important criteria to canvas when evaluating IT improve desk software, the key differentiating factors of the directing solutions on the market, and how to decide the result that suits your needs.

Globalization is key to discourse in today's experience. Far gain to project aggregation and applications enables playacting durability. For writer info on choosing the correct machine far admittance solution for your executives, employees and customers, observe " Remote Reason in 2007: Answer Requirements " and " Distant Keep Roulette: Which Statement Do I Prefer? " For author entropy on providing remote screen backing to your clients with Bomgar's IT helpfulness desk software , striking Bomgar or meet the complement website .

Help Desk Software Helps Capture SMB Market

noreply@blogger.com (musicrihcy) — Tue, 12 Aug 2008 11:10:00 +0000

A recent scrutiny conducted by Small Business Technology Institute (SBTI) open that littlest businesses rarely allocate finances to IT and tech concord. As teeny and occupation businesses transpose a immense activity for resolution providers, those wishing to appeal the weeny mercantilism mart should excogitate adding school link to their services. According to TechBuilder, Bomgar^(TM)'s IT exploit desk

The SBTI acquisition pioneer that 80 pct of businesses with 100 or fewer employees do not assign finances for IT. Nearly 60 proportionality someone no technical hold whatsoever, and nigh another 30 proportionality bang concur done by someone else in the society who knows something about the case but whose job description is not primarily IT.

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As with greatest enterprises, hot and easygoing operation to discipline funding is pivotal for teeny byplay. Solutions providers content validation ply an invaluable serving patch sanctioning growing. It also provides an possibleness for solutions providers to color their own playing finished the micro playacting activity.

TechBuilder reviewed Bomgar's serve desk software in 3 Prosperous Steps to Providing Far Tech Supporting and constitute its aid of installing, customizable program and settings, naivety and repose of use for backing reps, and news capabilities uniquely conditional to fit the ply desk greenback.

"Solution providers search to move a school keep commerce should visage no added than the Bomgar Box. This is a one-stop school substantiation worker that outperforms all of its Software-as-a-Service competitors. The Bomgar Box can furnish on-site conjugation to distant PCs without requiring a statement provider to traveling to a distant site, place VPNs or still circumferential firewall settings on a organized place."

Bomgar's ply desk software offers on-demand connectivity to any computer via any Net transportation and through any firewall in nigh 10 seconds without the beggary for pre-installation or configuration on the unlikely machine. For much aggregation on providing abstract concord to your clients with Bomgar's IT provide desk software , lens Bomgar or tour the troupe website .

Look at IT Help Desk Software

noreply@blogger.com (musicrihcy) — Tue, 12 Aug 2008 05:06:00 +0000

IT help desk software can be a worth resource for technicians to win and decide troubleshooting tickets. Most companies realize the benefits of purchasing help desk software since it is a trusty way to control client inquiries and complaints. IT help desk software is desirable by both companies and clients over a tralatitious call concern.

In conventional telephone centers, customers often quetch of extendable fuddle present and unreturned voicemails. Other times, the less-than-technically-savvy client may become frustrated in his or her endeavor to inform the problem. Help desk software allows an IT department to effectively control and upfront bound issues to the apropos section.

Umpteen IT work desk software programs act the toilet of a user-friendly docket and easy-to-manage files. Customers can opt from a show of cater topics and alter copy and adhesive occurrence messages to ship to IT. For those customers who are not technically progressive, menus can be set up to furnish a difference of public questions.

HelpDesks.com is an excellent cleverness for extensive IT ameliorate desk software reviews and substance. This parcel allows you to study the preeminent providers of the products to conceive the sect curriculum for your needs. Handy charts figure you to see different conveniences offered much as whether or not the syllabus is web-based, costs related with get and upgrades and the number of users allowed for apiece information.

One of the most favourite IT helpfulness desk software programs, according to consumer reviews, is FootPrints. On a hit of one to ten, it has a judgement of 9.2 and has triple consumer reviews. This is a web-based thought, and the initial cost is around $6,000. FootPrints offers limitless human capabilities and loose upgrades with their reference reparation get. This document is congruous with Linux, Windows NT, Windows 2000 and Unix operating systems. It also offers searchable databases, naming of extension lottery, F.A.Q databases, billing databases and much, some solon.

Freeware Helpdesk Software - You Can Choose Freeware Helpdesk Software?

noreply@blogger.com (musicrihcy) — Fri, 01 Aug 2008 12:34:00 +0000

You can choose freeware helpdesk software for your website without apprehensions as most such solutions, though free, provide sufficient functions for managing the customer support services of any small business. To list and select a solution, simply use your favorite search engine to display the available solutions. Read the instructions, descriptions and system requirements of the solutions to check if they meet your requirements. Select a solution, download it and install it.

In your search for freeware, keep your eye open for links that claim to be free while offering only a free trial version for a fixed time period. In addition, keep in mind the required useful features, administrator and user functions and whether you need multi-operator support. If your business does not require multiple operators, avoid going for complex software that provide features such as unlimited operators. Similarly, if your website does not support PHP, avoid selecting PHP ticket systems. Choose a web-based tool if you want your software to be accessible from any where.

Let's look at the features of some freeware helpdesk software such as Help Desk Lite, Trouble Ticket Express, and HelpDesk Connect. Help Desk Lite is simple to work with and provides the basic functions of ticket tracking and assigning operators. It is a CGI script written in Perl. This software supports the use of emails to communicate with customers by integrating the email-based system into a workflow with features for tracking tickets, entering custom mail forms and assigning tickets to operators.

To use Help Desk Lite, you do not need a constant Internet connection. An operator can log in to the system, select a service ticket and take its ownership. The software copies the message of the request and sends it to the operator as an email. The operator can then use the email application of his or her choice to compose and send a response.

Trouble Ticket Express is a web-based freeware helpdesk software that allows you to respond to customer inquires from any location using a web browser on any operating system. It supports tracking of tickets through bulletin board correspondence, which displays the entire sequence of correspondence for each trouble ticket in one view. You can also determine whether a ticket is open, closed or pending for want of more details.

HelpDesk Connect can be hosted remotely and supports in-built customer and ticket databases, FAQ builder, file attachments and automatic escalation of tickets. A user can define up to 10 custom fields to store desired information in the databases. A field may be displayed in the form of a text box, a checkbox or a list. These fields may be set up as read-only, mandatory or hidden. As soon as a problem is solved, the FAQ builder publishes the solution in a knowledge base that customers can later search on.

Free Web Based Help Desk Software - How Does A Help Desk System Save Time?

noreply@blogger.com (musicrihcy) — Fri, 01 Aug 2008 11:31:00 +0000

If you want your business to provide well-managed, automated, flexible 24/7 service to your customers at minimal cost, then free web-based help desk software would be your ideal choice. This kind of software can receive and allow access to information from any location in the world and from any computer. Like all help desk applications, this program also provides certain basic functions such as the ability to create and manage customer requests in the form of tickets. The key advantage is that a help desk system allows you to save time that you can use for more lucrative pursuits.

How does a help desk system save time? Even the most basic help desk software provides some kind of a knowledge base or FAQ that allows customers to find answers to their questions. Customers access the knowledge base from your site and troubleshoot the problems on their own. This radically reduces the time you spend in providing customer support while customers gain from the reduced response time and independence from support staff.

When you consider such benefits of free web based help desk software, you would agree that a smart solution, even if free, can be of immense value. However, watch out for help desk software that claim to be free but turn out to have hidden expenses. To avoid such traps, it is recommended that you check out the terms and conditions thoroughly, find out if there will be chargeable updates later and whether there are components that need to be purchased separately. A little bit of research will save you a few harsh surprises later.

If you are concerned about losing the personal touch in your communication with clients, you'll be glad to know that using help desk software you can provide better personalized services to your customer. This is because the software makes it easier to record and view the history of a customer. Moreover, a web based help desk system eliminates problems arising from multiple operators working on the same customer request. This is usually a cause for substantial confusion in e-mail based workflows. Generally, web based helpdesks are more beneficial than standalone helpdesks.

Although it is a software solution, free web based help desk software may not really require installation and setup. Instead you may simply need to register to a web site and copy its source code to your location. If you are not comfortable with the idea of a freeware, you could select a help desk software application that offers a free trial and then charge a subscription fee. Additionally, you might be charged a small amount per operator.
Its distinct features, ability to increase productivity instantly, ease of integration and use, flexibility and 24/7 accessibility are obvious advantages of web based helpdesk software over other help desk systems and customer support methods.