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eDesk2 - help desk software
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Key Features
Ticket ManagementWeb4Future eDesk'05 provides advanced ticket management features to streamline your technicians' workflow.
- At-a-glance view of pending tickets in the interface footer. View ticket counts by assignment, category, and priority
- Search tickets by any field or groups of fields, perform multiple actions quickly on matched tickets, and navigate through search results quickly as you work through opened tickets
- Create new tickets for users from phoned-in or mailed requests to addresses not processed by Web4Future eDesk'05
- Automatically create new knowledgebase articles from tickets.
Internal Communication
Web4Future eDesk'05 helps your technicians work together to resolve problems.
- Private messaging between technicians
- Notes, not visible to users, can be added to tickets to aid in troubleshooting complex issues.
Calendaring and Self-Management
Web4Future eDesk'05 lets your technicians manage their time and workflow.
- Add unlimited events and tasks to the calendar
- Specify optional e-mail reminders for upcoming tasks
- Assign tasks to multiple technicians, with varying options to specify when tasks are complete (everyone has finished the task, or at least one technician has completed it)
- Receive notifications for task completion
- Comprehensive list-oriented and calendar-oriented viewing and searching of tasks
Knowledge Base Maintenance
Web4Future eDesk'05 makes it easy for your technicians to maintain and contribute to your site's knowledge base.
- Add, edit, organize, and delete articles and categories
- Review user submissions and approve or reject them as appropriate
- View feedback from users for articles
