Nynox Help Desk Version 1.0 Features

Feature Tour

Help Request Management

Customer Information Management

Support Person

Maintenance

Dashboard

Search

Workflow

Email Integration

Service Level Agreement (SLA)

Configuration and Customisation

Security

Open System

Detailed Features

Help Requests

• Create help requests easily and efficiently.
• Basic and advanced search facilities for existing help requests.
• User friendly help request list area with search, sort, filter and pagination to analyse and locate interested requests.
• Traffic light to view overdue requests.
• Listing of own requests as well as all others.
• Allows unlimited file attachments with useful information to resolve the help requests - e.g., screen shots.
• Customisable help request number.
• Allows end users to query status, track progress and retrieve other useful information themselves by web interface or via email.
• Define category based questions - Different questions to be asked based on different categories - e.g., serial number for hardware devices, model for hand held devices.
• Define category based questions as either optional or mandatory.
• System will monitor the help requests and alert support persons and others when time is due.

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Customer Information Management

• Simple and efficient interface to capture customer details such as personal details, email and contact information, organisation and address details.
• Customer self manage functionality to create and maintain records themselves.

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Support Personnel

• Easy to use system to help support personnel to resolve problems and handle requests easily and efficiently.
• Notification engine to alert and remind support personnel to meet the target resolution date and time.
• Email integration to automatically notify customers so that support personnel can concentrate on resolving the request.
• Easy to record and maintain progress, resolution, root cause, file attachments.
• Reassign to other support personnel or groups efficiently.
• Organise support personnel into teams and define and allocate categories.
• Ability to nominate designated person as the primary person for a support group.

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Maintenance

• Organise customer information using organisation, department, consistent address details via commonly used location.
• Organise help requests by defining request types, root causes, priority and associated service level agreements, request status, request categories and category based question.

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Progress status

• Fully auditible progress status report.
• Facility to easily and quickly log the activities performed against resolving the help request.
• View resolution status and history.
• View escalation status and history.
• Notify customers, support persons, managers and supervisors upon various progress events.

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Dashboard

• View statistics at a glance.
• Allows viewing of system-wide statistics as well as individual or group statistics.

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Search

• Basic and advanced search facilities for existing help requests.
• Quickly locate a help request via request id (request number) or other information such as customer, open and close date, call type, category and others.
• Advanced search facilities will provide more robust functionality to define various search criteria.

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Knowledgebase

• Grow knowledgebase - self learning system via past resolutions.
• Organise knowledge base via categories.
• Organise knowledgebase with various root causes.
• User friendly list area with sort, filter and pagination.

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Workflow

• Best practice work flow engine to automatically determine support persons based on help request categories.
• Organise help desk into Level 1, Level 2 support teams.
• Ability to escalate emails to support persons, managers and supervisors.

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Email Integration

• Notification to customers, support persons and managers via emails.
• One click back to view the relevant help request.
• Automatic creation of help requests via sending an email to request creation system email account.
• Automatic reply of status of the help request via sending an email to enquiry system email account.
• Fully configurable event notification engine.
• Fully configuration email communication - customised emails to customers, support persons and managers.

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Service Level Agreement (SLA)

• Facility to automatically determine service level agreement based on the priority.
• Determination of due date and time based on defined duration.
• Calculation of due date and time based on working hours.
• Calculation to include holiday periods.
• Escalate emails when certain thresholds are exceeded.

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Configuration and customisation

• Nynox help desk is a robust configuration driven system.
• Enabling system customisation through the configuration control panel area.

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Security

• Role based flexible security system to manage customers, support persons, managers, supervisors and unlimited other user roles.
• Detailed level permission control to customise roles.
• Provide functionality at the information piece level control - allowing which piece of information should be viewable and manageable by whom.
• Ability to provide end-users to create the accounts themselves - this feature can be turned on and off.
• Designated roles and activate end-users created accounts so that unauthorised users cannot access the system.
• Define end-user created accounts default roles.

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Open System

• • Multiple browser support - Internet Explorer 6 and above, Mozilla Firefox 1.0 and above and other standard browsers.
  • Multiple database support - support any ANSI-92 compliant RDBMS - e.g., Oracle, Microsoft SQL, mySQL, Postgres.
  • Multiple platform - Any Windows, Unix, Linux where they support JEE platform.
  • Multiple email protocol support - POP3, SMTP, Exchange.
  • System based on open systems and open source libraries.
  • Run to multiple Servlet and JSP container -
    • Apache Tomcat 5.5 (requires a compatibility package)
    • JBoss Application Server
    • WebSphere
    • GlassFish
    • WebLogic
    • Sun Application Server
    • J2EE Reference Implementation.
  • Java JDK 1.4 and above compliant.
  • Servlet 2.4 specification compliant.
  • JSP 2.0 specification compliant.
  • JSF 1.1 Reference Implementation.