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Note: you must be on version 4.2 to upgrade to CCS HelpDesk Pro

Web Forms - allows technicians to work on tickets anywhere

 In some organizations help desk staff and technicians may go offsite or not have access to Outlook, for these circumstances we provide Technician Web forms.  These forms are the web version of our assigned ticket forms in which new log entries can be entered and the ticket closed.

• Technicians and Help Desk staff can work on tickets from home, outside the office or offsite using CCS HelpDesk Pro web forms.  
• Look and feel of the Outlook assigned ticket form, but outside of Outlook! 

See screen shot tour

Rules Manager - automates escalation, notification, routing and auto response

The CCS HelpDesk Pro Rules Manager is a powerful utility in which to set up conditions (ex. due date is past) and define the actions to take with that condition occurs.  Conditions can be set on any of the ticket fields in the CCS HelpDesk, and a corresponding action (change field value, send email etc.) will be executed when the condition occurs. Rules can be run immediately or schedule on periodic intervals.  With the Rules Manager you can increase service levels and make your staff more productive.

• Escalate ticket based on rules, notify or change status (ex. high priority)
• Route or copy tickets automatically to relevavant staff based on criteria you define
• Close old tickets "waiting on info" automatically
• Send reminders for tickets about to be over due.
• Set up auto-response emails for  tickets that need no staff response

See screen shot tour

Ticket Data Export - automates reporting and 3rd party application integration

The Ticket Data Export utility lets you export ticket data to a external database. Choose which tickets to export, what fields on those tickets, whether it should go to Microsoft Access or SQL, and when it should run. You can choose to add tables to an existing database or have the configuration setup create a new database.  with this utility you can:

• Export ticket data to SQL and Microsoft Access databases 
• Filter tickets by status, chose fields for export, run across new, assigned and completed tickets 
• Run export immediately or schedule one-time or recurring
• Use your favorite reporting or data analysis tool to create reports 
• Export ticket data to other applications such as CRM, accounting and billing applications 
• Export data as a backup copy of tickets

See screen shot tour

Current Customers:

Upgrade from the Standard Version