ProDesk For Windows

ProDesk is a powerful call logging, case history, help-desk and integrated solution provider package designed to run under Microsoft® Windows® 2000 and XP.

ProDesk has been designed to allow you to take full control of your help-desk and support procedures and bring them all under the control of one package whether for use supporting internal staff and equipment, or supporting external clients.

Just some of the key benefits of ProDesk include:

• Single or true multi-user based system.
• MDI (”multiple-document-interface”) design - do more than one thing at a time.
• Intuitive user interface.
• ProDesk uses the proven Microsoft® SQL Server™ 2000 for its robust database engine.
• Comprehensive client database including multiple contacts.
• Stores history of client activity.
• Equipment database for tracking assets such as PCs - link cases to equipment for a history of amendments.
• Explore your cases and cases belonging to other engineers.
• Detailed case entry and action history, including actual time, chargeable time and cost totals.
• Check history of cases - even add actions to cases and reallocate belonging to other engineers (user level permitting).
• Integrated “pro-active” solution provider based on previous experience - allows you to fix more cases, more of the time, as calls are taken - no more trawling through knowledge bases to find answers.
• Customisable and flexible.
• Reminders function - set reminders against cases to remind you when further action is required.
• “Drag-and-drop” capabilities - allows you to copy and recall formatted information from other Microsoft® Windows® based applications
• Integrates with Microsoft® Outlook so that emails can be sent directly from within cases and case actions.
• Group functionality - assign users to groups which then allows you to allocate cases to groups, ideal for escalating cases from front-line support.
• Set user availability messages so that cases are not assigned to engineers when they are not available.
• Track cases through the system via case statuses.
• Track cases “outsourced” to third-parties.
• Powerful search functions to allow you to recall cases at a later date.
• Extensive report library for presentation of cases, clients, equipment and management reports.
• Scan documents and pictures from within ProDesk.
• Integrates with Business Objects® Crystal Reports® for report design - create and design your own reports.
• Take control of other PCs directly from ProDesk, automatically adding case history.
• Optional - case escalation module to ensure that cases are never forgotten and always responded to in time.
• Optional - SMS integration - send SMS text messages to engineers from cases and reminders.
• Optional - auto-response - create cases automatically when emails are sent to a designated email address (such as support@intelligentcomputingsolutions.co.uk).

For further information on ProDesk and how it can help you streamline and manage your support procedures, please visit our website at www.intelligentcomputingsolutions.co.uk or contact our sales team on +44 (0)1920 423174 or send an email to us at sales@ics-it.co.uk