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Get a quick overview of the benefits that Helpdesk Pilot has to offer

by Vikram Bhaskar — 23 Sep 11

On the lookout for a help desk management software and pressed for time?

We’ve put together a short presentation that highlights the key features that Helpdesk Pilot provides, along with an indication on how they could potentially fit in line with your workflows.

A minute or two is all you need to browse through this overview, for a detailed insight on Helpdesk Pilot.

Helpdesk_Pilot.pdf

If you have any specific queries with regards to requirements that you’d like to implement, feel free to get in touch with us. We’d love to chat and learn more of your needs.

 

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Tip of the week – Selecting a color for your custom status

by Vikram Bhaskar — 18 May 11

Using custom statuses, you can replicate your business processes as closely as possible and more efficiently identify tickets in your help desk. Being able to visually identify a ticket’s status through a brief glance is aided with the custom colour options for each status that you create.

The add/edit status form allows you to define a preferred color for the status, aside from other status related settings. Till recently, the hexadecimal HTML color code had to be entered to have the relevant color assigned to that status.

We’ve now made it even easier to select a color for any custom status that you create. Simply enter the name of the color you wish to use for the status and you’ll see it appear right alongside the color field. (If you still prefer to use HTML codes, you can!)

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In this example, the “Open” status has been set to be displayed in “Blue”. Any tickets in the queue that are placed in the “Open” status can then be visually identified, by merely looking at the status color.

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With regular help desk usage, it’s quite natural to identify a ticket by glancing at the status color rather than the status name itself. Such visual associations then make it easier to navigate through one’s ticket queue and easily stay abreast of the current state of any ticket.

Are you using custom statuses? Let us know. 

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Tip of the week – The Red Dot

by Swarna Rethas — 23 Feb 11

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Remember The Red Dot episode from Seinfled, the greatest show ever? (Tenmiles has a serious bunch of Seinfeld fans too). Read on to see what our very own red dot in Helpdesk Pilot means.

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The red circle that may appear at the end of the ticket box, indicates that the last reply on the ticket has been sent by the customer. This can be particularly useful while going through the tickets on the Ticket view page to immediately identify those tickets which requires the staff’s attention. Once the ticket has been replied to by the staff, the red circle will go away and be replaced by a more soothing grey one. 

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Your staff can now go ahead and work towards attending to those tickets with the red dot, just by taking a glance at the tickets view page. 

Useful? Leave us a comment.
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What’s New Series – Part 1: Dashboard – A great place to start

by Swarna Rethas — 21 Feb 11

It’s a great feeling to be able to share some of the new features that Helpdesk Pilot V5 offers. This series will cover some of the new features and functionalities of the product, along with side notes on what’s been planned for the future enhancement of each of these features. We start with the Dashboard page. 

When your help desk staff log in to the software every time, the Dashboard provides them some information about recent activities on the system with an emphasis on the tasks assigned to him or her. 

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The Tickets Overview section shows the overall state of the tickets in your helpdesk. Your help desk staff could work towards bringing down the count of each of these numbers. 

The Pending tickets shows a count of the tickets in your help desk, that are in pending state, in categories that the staff is a part of. Note, you could have any number of statuses in pending state.

The Assigned tickets shows a count of all the tickets in your help desk, that are assigned to the logged in staff user, and are in pending state.

The last number shows the number of tickets in pending state across the system and not just in the categories that the staff belongs to. Note, by default Critical is the highest priority order. You can add your own priorities and the one with the highest order will be shown in this section. 

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The Ticket Inflow, represented in the form of a line graph shows the number of incoming tickets over the last 7 days. The X-axis denotes the days and the Y-axis denotes the number of tickets. This shows the number of tickets that were created in your help desk on each day. You can zoom in further to view the break up of incoming tickets per day. 

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The two pie graphs, Tickets by Status and Tickets by Priority show a distribution of all the pending tickets in your system, split up by the various statuses and priorities in your help desk. Clicking on the pies in the status graph, will take the user to the tickets view filtered by the status clicked on. The same feature, for the Tickets by Priority graph, will be coming soon!

The Just In section shows the five most recent tickets that have been created in your help desk along with the name of the customer who created it. Clicking the refresh link at the bottom of the Just In section, updates the set of tickets right there. 

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The Recent Replies and Recent Private Notes shows the recent updates on tickets in the categories that the logged in staff has access to.

What’s more, you can reorder all of these sections on the page, as you please. Simply click and drag any of these sections around the page to view all this information in the order most relevant to you.

What’s coming up: A more comprehensive news feed of all other activity that has been performed on the help desk. Such as any new update on tickets (due date, moving a ticket to another category, tickets deleted etc), new reports created, new smart rules created and much more.

Do let us know what you think and leave us a comment! 
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Website Update

by Shalin Jain — 26 Apr 10

We are pleased to unveil the revamped and refreshed Helpdesk Pilot website, now available for your viewing pleasure!

Aside from infusing a cool and aesthetic feeling to the website’s theme, one of our main objectives was to highlight the importance of Customer Support/Help desk Management software and so portray how Helpdesk Pilot can effectively meet your organization’s needs.

We trust that we’ve made it easier and more informative for you to browse through our website. Remember that the best way to get a feel of Helpdesk Pilot is to sign up for the full featured, hosted Trial, which allows you to make use of Helpdesk Pilot for a period of 15 days, absolutely free. A great way to setup your support environment and evaluate its efficiency prior to making a decision to purchase Helpdesk Pilot!

Sign up for your trial right here.

We’d love to hear your thoughts on the new website as well as any other feedback you may have. Leave us a note here or reach us at sales@helpdeskpilot.com

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The Low-down on Help Desk Management

by Shalin Jain — 25 Mar 10

Whether you’re a small team of independent consultants or a large scale business with international operations, one of your key business objectives will certainly be to effectively manage your help desk.

In a nutshell, your help desk is your means of ensuring that every incoming request is efficiently managed and responded to; be it IT related issues from your internal employees, sales enquiries from prospective customers or product/service support queries from existing clients.

Everyone has something to say, but how do you ensure that every voice is heard? Communicating these requests has progressively advanced in line with available technology; from making actual visits in person to contacting a call centre to harnessing the power of the Internet and relying on email & the Web. That just widens the playing field for the amount of incoming communication that you’re probably going to receive.

Whilst mail handling software provide you with the ability to perform certain management tasks, such as setting up rules to organize incoming mails automatically according to subject type, etc, they just aren’t cut out for core help desk management requirements, which typically include:

  • Assigning incoming requests to specific staff members
  • Auditing a request right from the time of its creation to the point of resolution; being able to track the manner in which a request was handled
  • Treating each request as a uniquely identifiable record, commonly referred to as a ticket
  • Notifying multiple staff members on a single request in a method more efficient than CC’ing everyone in on an email

These are just a few of the many critical requirements that reinforce the ever-so-important need to have in place a comprehensive help desk management software solution.

A dedicated help desk management solution provides you with a host of integral tools that allow you to do much more than just efficiently act upon incoming requests. Requirements in terms of how requests are handled differ from business to business, so it is important to first understand how you wish to manage your help desk before opting to deploy a solution merely because it claims to address all help desk requirements.

How strong is your help desk management capability?

We’d be happy to discuss your requirements and recommend how best you could implement an efficient help desk solution within your business. Feel free to contact us at sales@helpdeskpilot.com

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