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HEAT Service Support
Affordable, Automated Service Desk Solution learn more
Reduce costs and elevate service levels with HEAT® Service & Support, the foundation of the HEAT® product suite. Proven and powerful, HEAT® Service & Support helps organizations of all types take their service and customer satisfaction to the next level.
Benefits
- Serve customers faster and more effectively
- Increase technician productivity
- Lower the cost of service
- Reduce training time
- ITIL verified by Pink Elephant in Incident Management, Problem Management, Change Management, and Configuration Management
- Easily integrates with FrontRange IT Service Management modules to harness the power of ITIL processes
Features
- Quick Setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard.
- Call Logging - Call logging and call tracking for 100% of your service desk calls and resolve them faster than ever before.
- Business Process Automation Module™ (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, BPAM automates many business processes and monitors your system for problems.
- Auto Ticket Generator - Automatically create new call tickets and update existing call tickets. Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
- HEAT® Answer Wizard - Get fast answers to key business questions with a selection of more than 200 predefined reports.
- HEAT® Manager's Console - Monitor key metrics and graphically illustrate service and support center status at-a-glance.
- HEAT® Link to LDAP - Import data from an LDAP system for your customer information in HEAT®.
- Customizable - Easily customize HEAT® business rules, call screens, and flows to your specific needs.
- Ease of Integration - Use HEAT® Service & Support on its own or expand its power by easily integrating it with any other FrontRange products, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.
System Requirements
Disk Space
- 175 MB (full HEAT installation)
Database Management Software (DBMS)
- Microsoft® Access® 2000/2002
- Microsoft SQL Server TM 7.0 (SP4 or later) or 2000 (SP3 or higher)
- Sybase® SQL Anywhere® Studio 9.0 or higher
- Oracle® 8.16 (using 8.16.6 driver) or 8.17 (using 8.17.6 driver)
- Oracle9/ ™ (using 9.01.3 driver)
- Oracle9/ Release 2 (using 9.2.0.1 driver)
Server
- On average, HEAT requires 2-3 MB of hard drive space for every 1,000 call records.
- All system requirements were developed using Microsoft SQL server as the HEAT database application.
- When using other database applications, contact the database vendor for recommendations.
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