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Helpline is a web-based help desk system. Here are
just some of its features:
- 100% HTML, no applets or plug-ins
required
- Multiple user levels
- Username/password or LDAP
authentication
- Password change utility
- Integrated with Crystal Reports
- Insert, update, delete service
requests (security enforced)
- Persistant dynamic menu with
toolbar
- Query by example (search on
any field with wildcard support)
- Data validation
- Reports
- Call volume
- Average response times
- Open requests
- High priority items
- Call summary
- Call metrics for managers
- Self-serve user profile information
- Create/modify user accounts
- List-of-values editor (dynamically change pick
lists)
- Frequently-asked-questions bulletin board
- Automatically email status information
- Notify analysts via email requiring action
- Navigation bar to browse data
- Oracle back-end
For a free live demo, send your request
to service@eds-us.com |
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| Main Menu |
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The main
menu is simple and easy to use for users. It includes
two main items: 1) Enter new service request and 2) Check
on existing service requests. As with all other screens,
the menubar and toolbar are always available. |
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| New Request |
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New request screens vary depending
on the user's access level. In this screen shot, the user
is capable of accessing the "Admin Only" fields.
General users only need to enter three pieces of information.
User information such as name, phone number, email address
are not required because user profile information was
previously entered. |
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| Search |
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HelpLine's search feature allows
analysts to query previous services requests with ease.
Each field in the system is searchable and wildcards are
permitted. |
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| Menubar/Toolbar |
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Unique to HTML-based applications,
HelpLine uses a static menubar that is visible at all
times even if the user scrolls through the screen. In
addition, the menubar contains a toolbar for quick access
to various commands such as adding new requests, querying,
and scrolling through records. |
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| Response
Metrics |
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Managers can monitor call response
using the metric utility. Analysis can be filtered by
date, team, and start/end dates. |
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