Get Smart with Target Helpdesk Mobile

10 December 2008 — targethelpdesk
Go Mobile with Target Helpdesk Software Mobile Edition
Go Mobile with Target Helpdesk Software Mobile Edition

Target Helpdesk Software have extended the reach of on-hand service and helpdesk information with TargetHelpdeskMobile.

 
Field-techs and account managers can now send-and-receive updates between the Target Helpdesk system and their Windows Mobile.
 
Visit clients armed with all their outstanding and historical ticket information in your pocket. Visit client sites updating ticketsand perhaps record the time-spent on site as-you-go, keeping your system at head office always up-to-date.
Mobile gives you even more options. As well as being able to review tickets, update tickets and log new tickets, you can even use the “scribble” box to let a client sign-off your visit! Account managers will love the ticket summaries and breakdown analyses as well as the summary charting available instantly.
 
While the Target Helpdesk Web Portal provides a valuable “mobile” edition, the beauty of the Windows Mobile edition is speed and responsiveness. Target Helpdesk uses data compression technology to quickly and effectively transfer data between the system and device. In fact, the amount of data that ends up being transferred is little more than that required to retrieve a couple of web pages.
 
There are 2 editions of TargetHelpdeskMobile, namely, “Office” and “Anywhere”. Mobile “Office” allows simple sync using the send-and-receive option on your Target Helpdesk desktop while the Mobile “Anywhere” edition extends flexibilty by allowing send-and-receive operations over-the-air using a Web Service. Anywhere means you can simply use your 3G data connection or a local WiFi hotspot.
 
Data updates can be made on the device and then transmitted using either your desktop or wireless connection in batch, again using high-speed data compression technology for speed.
 
Please contact Target Helpdesk Software for more information regarding the Mobile edition for your Windows Mobile Smartphone or PDA. 
 
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Your Helpdesk Email Service

8 October 2008 — targethelpdesk

Target Helpdesk comes complete with a back-end service which is your silent agent that looks after both inbound and outbound emails as well as some other auxillary tasks such as search indexing and statistical crunching.

Inbound and outbound email processing is a great benefit to your helpdesk that saves the helpdesk time day in, day out. The service reads incoming emails, converts them into tickets and routes the request to the relevant helpdesk staff. It will even generate a personalised reply to the client making the request to let them know the request has been recieved and what the request number is for future reference. For outbound emails, the service constantly monitors outstanding requests and sends alerts and reminders according to your preferences.

Watch the 1-minute movie now to see how to setup email processing on your Target Helpdesk.

* HowTo Setup Email Service Movie

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The Value of Helpdesk Software Surveys

9 September 2008 — targethelpdesk

Target Helpdesk Software offer fully integrated Survey Management Software as an Add-In to Target Helpdesk. The classic use of surveys is to include a client satisfaction survey link in email communications to help gather views on satisfaction and perception of the helpdesk. Target Helpdesk makes it very easy to perform survey analysis using the Survey Analysis Management Tool. This tool allows top level survey-by-survey analysis, organisational response analysis, right down to individual response analysis and historical individual response analysis. On a day-to-day basis, techs can see the current perceived view at client-company and client-contact level, and if required, even at task level.

 

Feedback Survey Analysis Tool

Feedback Survey Analysis Tool

 

It is at the individual task level that surveys in Target Helpdesk are also very beneficial to helpdesk techs themselves for saving time. Canned responses can be used referring clients to survey “checklists”. The checklist responses provided by the end-user (or client) are available at request level and provide the tech with information they need to continue or complete the task.

So surveys integrated into helpdesk software can be a powerful tool for both managers and techs. Gathering client satisfaction feedback for management and gathering checklist responses for helpdesk techs make surveys a great addition to any helpdesk. To find out more about Target Helpdesk Software surveys, click here.

 

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Email Instructions - Feature Hint

8 September 2008 — targethelpdesk
Instructions in an email

Instructions in an email

Not every feature Target Helpdesk Software develop is well publicised or sold. One such feature is “Email instructions” which are commands you can send by email to control the state of a request in the system.

So, as well as your clients being able to email your support mail account and Target Helpdesk conveniently converting that email to a request in the system routed through to a tech according to the workflow you have setup, techs can also send commands by email to update those requests.

Obviously, a tech can reply to an alert in order to update the notes of an incident. What we have used internally at Target Helpdesk Software for convenience when using a mobile device, is to send a command such as “Assignee:Shirley” to reassign a request to Shirley or “Status:Closed” to close an incident. A useful one is to log time on a request which can be done simply by saying “Time:1 hour” to log an hour of time for myself against a request.

Whenever Target Helpdesk recognises an email instruction, it parses the command whilst recording the email against the request. Some commands such as the time logging can optionally have narrative on the second line to record in your timesheet what the activity was.

Using email instructions is great for conveniently updating requests from your desktop or mobile device when not at your desk and also great for achieving those response targets when mobile.

Take a look at the help here for more on Target Helpdesk Email Instructions.

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