Software Version 3.1.3.11202
- sent items now available on button bar to review my or all sent emails
- window-based ticket summary for easier self-layout control
Target Helpdesk Software Update – 3.1.3.11202
29 July 2008 — targethelpdeskTarget Helpdesk Software Update – 3.1.2.31754
27 July 2008 — targethelpdeskSoftware Version 3.1.2.31754 – RC3
- 3rd party controls update – radform fix for dual monitor – telerik q2-2008 update
Target Helpdesk Software Update – 3.1.2.16700
25 July 2008 — targethelpdeskSoftware Version 3.1.2.16700 – RC2
- minor bug fixes – livereport schedule add (not all parameters were being included since BusinessReports were added)
New Products Announcement
23 July 2008 — targethelpdeskTarget Helpdesk Software are delighted to announce the introduction of 4 great new products. These additions will compliment the core Target Helpdesk product and help further improve and streamline the client support operation. All products have been built with seamless integration as Addins to Target Helpdesk.
The Surveys AddIn lets operators seek additional information from end-users by using a survey as a checklist request. In the more classic fashion, surveys can be used to obtain feedback on performance and satisfaction. Information is available in realtime data and graphical format.
The LiveReport Designer lets managers define both day-to-day, monthly reporting information. Reporting can be viewed as charts or data grids. So whether you need an adhoc query based on ticket requests for a customer, service contract or asset or you want current view of requests for your top 3 clients, LiveReports Designer is the answer.
Report Server allows you to define who gets what information, when. Scheduling reports means you can save even more time. Run any report and request that report to be sent to you, your team or a client in the format you want, when you want. Have yourself and each client receive a regular pdf on outstanding requests or recent performance.
CRM Mailer Build on your customer relationships by designing personalised emails and targeting all or a group of your customers and end-users. CRM Mailer comes with FREE 100 emails per month for existing Target Helpdesk Enterprise Edition users.
The above prodcuts will be available from August 2008. For more details about these products, please contact us.
Target Helpdesk Software Update – 3.1.2.16295
21 July 2008 — targethelpdeskSoftware Version 3.1.2.16295 (release candidate)
- SLA enhanced preset of email options – requestor email on create only or “same as assignee”
- LiveReports Designer integrated
- Report Server integrated
- export service log
Target Helpdesk Software Upadte – 3.1.2
17 July 2008 — targethelpdeskSoftware Version 3.1.2
- LiveReports
- send email from ticket summary results list (right-click for context menu)
LiveSearch, LiveFilter and now LiveReports!
14 July 2008 — targethelpdesk
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- Build your own LiveReports Board
LiveReports lets you design your own dashboard using pre-configured “LiveReportlets”. You can refresh all your LiveReports on-screen live. You can choose to view each LiveReport data as either a chart or data grid. Each LiveReport can be printed, emailed, exported or even scheduled to be sent by email to anyone you choose periodically.
Emailing the current output of a LiveReport can instantly inform a client, a colleague or your team of the top 10 outstanding calls, the current workload or a statistical analysis of helpdesk activity.
Adding a LIveReport to your scheduled reports list means yourself, your team or even clients can receive a report as either a chart or data grid whenever you want without having to do anything more. Scheduled reports are a powerful way of staying informed about key statistics and helpdesk activity.
The reporting options on your LiveReports board are endless especially when you consider Target Helpdesk Software offer a service to create customised LiveReport definitions that can be added to your LiveReport board immediately.
LiveReports will be available as part of the Version 3 release on 1 August 2008
LiveSearch is a feature of Target Helpdesk that allows operators to quickly find tickets, assets and knowledgebase articles. Target Helpdesk server works in the background indexing all information so that when you need to locate an item, Target Helpdesk gives you instant results as-you-type.
LiveFilter is another productivity enhancing feature of Target Helpdesk that helps operators quickly and easily filter entries within lists. When faced with a list of tickets, a list of end-users or a list of assets, LiveFilter lets you simply type your filtering keywords to reduce long lists to a relevant manageable size. Perhaps of all the entries in your “Open” ticket list, you just want to see those logged “today” and quickly then see all those logged “yesterday”. Perhaps you want to quickly see any other tickets for a particular client or category. LiveFilter lets you limit results real-time, Live!
For more information regarding Target Helpdesk features, click here
Target Helpdesk Software Update – 3.1.1.32411
12 July 2008 — targethelpdeskSoftware Version 3.1.1.32411
- HTML editor fully .NET managed
- multi-lingual inline spell check on HTML email editing
- licence tracking
Target Helpdesk Software Update – 3.1.1.22824
5 July 2008 — targethelpdeskSoftware Version 3.1.1.22824
- allow change of request by admins
- allow change of sla by admins
- resolve escalation names, sla reference and requestor names in history
- client access licence tracking and enforcement
- rename Queue to Team Queue
Helpdesk Software Selection
3 July 2008 — targethelpdeskLeading the hunt for the best helpdesk software to recommend to your manager? Or are you the helpdesk support manager looking to compile a shortlist of products to trial for your team?
Here are a few points to consider when selecting your next helpdesk software.
Step 1. The Product
Choosing the right helpdesk software for your support team is so important. Your whole team will be using it day in, day out. It’s not the sort of software you can each choose your preferred tool to use (though thats a nice idea!) such as one person might prefer WinZip while another might prefer to use WinRAR and both get to the same end. It’s also not a piece of software that you can switch out at the drop of hat, such as the whole team use a utility like WinZip this week and maybe next week you all decide to use WinRAR.
Helpdesk sofware is much more important because what you choose will determine not only what your team spend each of their working day using, but will determine how they perform. As helpdesks tend to serve end-users or external clients, its pretty important that your helpdesk team performs optimally, especially as most helpdesk support teams are always so busy. For your team to perform well, you need a helpdesk solution that is easy-to-use and well thought out whilst also cost-effective to satisfy the purse.
Step 2. The Vendor
Once you have considered the tool, its also important to consider the company behind the tool. When you need help, what kind of help are you going to get? Can you call and talk to someone. Each time you call, is it a different person? The best way to find out how well a company responds, is to email or call them during your trial! Try it with us! What you want is some continuity of personell dealing with you, someone you can talk to if you wish and ask advice. You want a company that does not just send quick meaningless responses by email (we have all experienced that and we all know how frustrating being a “number” can be so you really dont want that kind of support for your own helpdesk!)
Aside the customer service delivery, Target Helpdesk Software offer professional services from implementation assistance to get you up and running as fast and smoothly, offer training to get your team up to speed without delay if required and offer professional services for custom development and consulting.
Step 3. The Platform
This is simple but not always obvious. You want to take advantage of latest technology, which is why we built Target Helpdesk, 100% on .NET. It’s stable, reliable, high performance and goes pretty much anywhere Windows goes. Using latest .NET technology for example, meant we were Vista compatible and now Windows Server 2008 compatible without changes. This is simply because, with a 100% .NET application, the application only talks to the .NET framework and the framework in turn deals with the Operating System.
In terms of operational platform, don’t make the classic mistake of thinking web-only will make things easy. How many times have you spent most of your day at your desk using Outlook Web Access (OWA)? Probably not many when you have Outlook client available. OWA has its place and is great for when you are out-and-about. You want your helpdesk support team to be productive and that means a desktop client will almost always outperform the web-only. The web-only is an easier sell, quick single install and access everywhere. We have a Web Portal for both operator and client access, but we recommend and still find our users much prefer the desktop client, just like they prefer Outlook client. In fact, we have migrated clients from web-only solutions to our solution specifically for the productivity of the desktop-client.
Target Helpdesk is designed by support professionals, for support professionals, used by us every day as both a CRM system and helpdesk system for supporting clients. Target Helpdesk is designed to do much more than just call logging. It monitors and reports performance, shows the value you add and saves you time, every day. Check out our features page. As a company, we provide personal service right from when you start a trial to implementation, support and account management. Try us and see! As for the platform, Target Helpdesk is built 100% on .NET, desktop, windows service and web portal. We continue to aggressively develop the product to ensure it continues to meet the changing needs of business, your business of delivering great service that is.
If you are tasked with implementing a helpdesk system, contact us. Whether you just want to discuss your project or get assistance with setting up a trial, we will be happy to help you.
