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

• 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.