OP SmartDesk Feature List

Incident Management

OP SmartDesk’s Staff/Administrator Panel provides your support staff members with an intuitive and feature rich incident management interface that’s simple to use. As soon as they log in, they are presented with the incidents tracking page, displaying all incidents in the help desk submitted by your end users.

Each incident is categorised by its status; Open, In Progress, On-Hold & Closed. To make it easier to reference the various incidents, each status is marked in a unique colour flag. This way, a momentary glance at the incidents tracking page is enough to determine which of the 4 statuses the incident falls in. Filters are also available to provide incident-status specific views.

• Active Directory / LDAP Authentication support
• Broadcast announcements – Urgent announcements can be forced to popup so that visitors have to read them.
• Customisable logos – Replace the default logos with your own
• Extensive reporting – over 70 built-in Incident and asset reports
• Simple, intuitive AJAX user interface
• Fine grained role-based permissions system
• Export incidents – PDF
• Email incidents into the helpdesk
• Email Incident updates into the helpdesk
• Create canned responses and insert them into responses with one click
• Insert knowldge base articles into responses with one click
• Schedule work from within an incident
• Extensive search and data filtering
• Setup service levels (SLAs) per queue with fully customisable escalation routes
• Setup unlimited custom fields per queue with full data validation
• Perform mass actions on groups of incidents – Move/Remove/Update/Merge/Assign/Close
• Search incidents by any criteria
• Staff & Admin dashboards provide a quick view of current helpdesk activity
• Customisable interface – show and hide columns with a mouse click
• Create single or repeat events
• Color coded events
• Export to any iCalendar compatible software ( MS Outlook, Thunderbird, MS Outlook Express )
• Schedule work from within an incident and it appears in the calendar
• All events are visible to other helpdesk staff
• Flag an incident for follow up and it appears in the calendar
• View by day, week or month
• Simple, intuitive AJAX user interface
• Fine grained role-based permissions system
• Can be turned off if not used

Asset Management

Tired of cluttered spreadsheets and wondering where your assets are? OP SmartDesk is the solution that makes it easy to centralise and manage your assets online.

From its simple web-based interface to its intuitive workflow, OP SmartDesk will help you drive down costs while maintaining an accurate record of your assets

The ability to link assets to incidents and view a complete incident history for an asset is unique to OP SmartDesk.

• Import and Export assets
• Track assets by location
• Generate and print bar codes (Code 39 Extended)
• Move, check in/out, and reserve assets
• View full transaction history of assets
• Assign parent-child relationships between assets
• Hover over status icons to see recent transaction information
• Upload images of asset models
• Unlimited attachments
• Clone assets
• Search assets by any criteria, including custom fields
• Archive assets no longer being actively tracked
• Link Assets to incidents, view full asset details including asset incident history
• Simple, intuitive AJAX user interface
• Fine grained role-based permissions system
• Supports bar code scanner input
• Unlimited custom fields for greater flexibility
• Customisable interface – show and hide columns with a mouse click
• Bulk import 1000's of assets in a single mouse click

Self Support

Quality support is all about giving your customers the confidence that their requests are being treated with the highest level of professionalism.

With OP SmartDesk’s built in customer dashboard, it provides your customers with a simple yet comprehensive incident management system that they can easily access through any web browser

Think of it as a Virtual Support Agent, helping your customer to understand what they need and raise a support request.

A single click and they’re taken to the New incident submission form, where a support incident can be submitted. Subsequently, your customers can login to the helpdesk and view all ticket’s that they’ve raised and any responses from your support agents.

Extend the help desk significantly by integrating it with your Knowledge Base. Provide your customers with a direct link to the Knowledge Base articles, or let them search for articles that they need assistance on. It’s a great way to give your customers the opportunity to get an answer to their query, before they decide to submit a new incident.

Now that’s what you call good optimisation of support resources

• Use as a simple knowledge base or as a full document management solution
• Create unlimited folders and sub folders
• Attach multiple files (8) per article
• Full search by keyword / tag cloud
• Real time, auto suggestive (google style) searching
• Printer friendly printing, with track back web address at the bottom of the page
• Page sensative online help throughout the helpdesk
• Simple, intuitive AJAX user interface
• Fine grained role-based permissions system

Resource Management

• Create single or repeat events
• Create unlimited rooms or resources
• Export to any iCalendar compatible software ( MS Outlook, Thunderbird, MS Outlook Express )
• All bookings are visible to other helpdesk staff
• View by day, week or month
• Simple, intuitive AJAX user interface
• Fine grained role-based permissions system
• Can be turned off if not used

Email Integration

Incidents can be raised by end-users using an intuitive helpdesk interface, or directly by e-mail. The default incident submission form is clear, simple and supports many custom fields.

Email polling is fetching of emails into the help desk from a mail box associated with a queue. The email poller will route the fetched emails to the associated queues

Powerful and Secure Admin

OP SmartDesk is built on a rock solid administration platform allowing you to set various parameters of the applications with utmost ease.

Setting up and managing those all important configurations should ideally be a simple process, and as the help desk administrator, you can be sure of that. All key help desk settings are categorised and appear under the Settings Tab in the Administrator Dashboard.

When setting up your staff you can define the level of privileges and restrict access to key settings such as modifying/deleting staff responses to incidents or acting on closed incidents.

A full audit trail is available for all actions performed within the helpdesk by any user.

Framework for IT Technical Support (FITS)

FITS aims to provide a complete structure so that we know that all aspects of technical support will be addressed. It is a collection of best practice processes from IT support providers all over the UK. It represents their learning curve over many years which Becta has taken and tailored specifically for schools.

OP SmartDesk currently support 3 of the 4 FITS processes; Reactive, Proactive, & Strategic

Real-Time User Chat

Your users can start using Live Chat the instant they login to your helpdesk. The Who's Online list will automatically display other online users and a single click enables them to start chatting with them in real-time.

Live Chat will automatically show scroll buttons if you have more chat conversations than that can be accomodated by the browser window. So your users can chat with one, five or even twenty users simultaneously

User online/offline: Live Chat will notify your users when other online users are online and available to chat.

New messages: Live Chat's multiple notification options ensure that your users never miss a new message. Live Chat will blink the chat window when a new messages, flicker the website title as well as provide audio notification whenever a new message arrives. Your users can always disable sound notification from the options menu.

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