Target Helpdesk Software Weblog

TargetHelpdesk Online – Intro information

targethelpdesk — Fri, 13 May 2011 09:09:35 +0000

TargetHelpdesk Online Supports the following primary functions
* Helpdesk operators
* Client Access
* Surveys
* XML Gateway (for future mobile apps)

Compatibility.
TargetHelpdesk Online is cross-browser compatible and tested on the follow browsers
* Google Chrome
* Safari
* FireFox
* Opera
* Internet Explorer

Toolbar buttons
* "Last Viewed" provides a history of the last 10 tickets viewed
* "next-ticket" brings up the next outstanding ticket assigned to you or a team that you are a member of

Ticket View Control Panel
* "Recent Tickets" provides a view of tickets recently logged
* "My Tickets" provides a view of tickets assigned to you
* "Team Tickets" provides a view of tickets assigned to teams that you are a member of
* "Recent Contacts" provides a view of the last 10 client contacts to have logged tickets
* "All Tickets" provides a view of all tickets in the helpdesk

Charts
* The summary screen chart displays a breakdown of tickets according to the loaded view e.g. by status
* The ticket detail page displays a chart representing the time remaining for follow-up and resolution of the current ticket

Ticket Summary Results
Each result provides a link to the relevant ticket, a notes excerpt, ticket properties and a time indicator bar
* The icons prefixing the ticket title represent the ticket status/priority/category/origin where icons are available
* The ticket title provides a link to view the full ticket page
* An excerpt of the latest note is shown below the title
* The time bar indicator shows 2 bars representing the response and resolution time remaining - green indicates time left, red indicates the time has lapsed
* Ticket properties displayed are the requestor, requestor organisation, status, priority and assignee. Click the requestor and requestor organisation for quick lookup of contact details. Click status, priority, assignee to instantly update the value
* Quick access icons are included in each results which are Notes, Edit and Send Email. Click on the notes bubble icon to view the full notes of the ticket, Edit to edit the ticket and Send Email to use the send email facility

Ticket Detail
* Use the "swipe" dots to view further details of the ticket. Ticket details can show notes, ticket properties and ticket dates.
* Use the attachments link to add or review attachements for the ticket
* USe the "Save" button when finished editing ticket data.

Hints and Tips
* Use the iPhone "swipe" dots to reveal additional content or options
* Right-click and "open link in new tab" to view multiple tickets across tabs within the browser
* Use the icon at the end of a ticket title on summary results to open the link in a new tab
* Hover over a ticket summary result to obtain logged/response/resolution date and time gauges

Target Helpdesk Software Update – 3.4.1.14658

targethelpdesk — Thu, 27 May 2010 08:18:32 +0000

Software version 3.4.1.14658

- improved internal data management with dynamic loading of contacts/assets/kb – load on demand
- menu on the send email button was overloading the event handler which sometimes caused the send email button became unresponsive so we have removed the dynamic menu from the “send email” button and implemented a “remember last template used”

Target Helpdesk Software Update – 3.4.1.23035 (Notified Release)

targethelpdesk — Sun, 02 May 2010 13:14:54 +0000

Software Version 3.4.1.23035

See the full flyer - Target-Helpdesk-Version-3.4-flyer
- when updating from Active Directory, syncing no longer overwrites native fields that contain data with fields from AD that are blank i.e. Target fields take precedence when the AD field is blank during a sync

Target Helpdesk Software Update – 3.4.0.22982

targethelpdesk — Fri, 02 Apr 2010 09:18:28 +0000

Software Version 3.4.0.22982

- select email “from” account in SLA for automated email notifications
- Windows Service stats processing moved to threaded process for cycle performance (ensure “stats_poll_frequency_secs” setting is now set to a value such as 10800 (every 3 hours)
- when ticket cache and search result cache were created in v3.3.4, the mirror indexes got created successfully for ticket cache but not search result cache; these are now added per the indexes on existing search result table
- automated cleanup of search index for orphaned results for objects (tickets, kb and assets) that have been deleted
- fixed kb search to acknowledge title/keywords/notes subfiltering which got dropped since the kb search got switched to using the global livesearch search index

Target Helpdesk Software Update – 3.3.6.39863

targethelpdesk — Tue, 16 Mar 2010 18:10:21 +0000

Software Version 3.3.6.39863
- organisation kb access filtering; under organisation, you can now limit the kb articles each organisation has access to by identifying the kb categories visible to that organisation
- kb search on web portal is now wired up to the global search facility for performance improvement

Target Helpdesk Software Update – 3.3.4.40690

targethelpdesk — Tue, 16 Mar 2010 18:07:20 +0000

Software Version 3.3.4.40690
- automated flagging follow-up notes as public via system option; enables follow-up notes added to a ticket to be automatically marked as public for viewing by client in web portal
- search indexing performance improvement to maintain mirrored results for current tickets
- added transaction support to ticket id number allocation
- implemented “adaptive data management” for the objective of optimal data performance, especially benefits customers with large volume databases so now easily caters for multi-million ticket databases; optimisations tested with >1 million client contacts and >1 million tickets and >2million notes; the main area of improvement is the realtime dashboard statistics refresh
- added inbound contact scanning to service which is setup in System Options – email tab. This scans web forms for contact information and will automatically create contacts in Target Helpdesk for you; supported contact fields are name, email, phone, organisation
- added improved contact lookup handling when using the preload_grid configuration option to prevent pre-loading of contacts (useful when there are more than a few thousand client contacts)
- new option in Maintenance | Options – Control – to set the number of days closed tickets remain visible on the operator dashboard (default is 30 days)
- new option on View menu and toolbar to override number of days closed tickets visible on dashboard and request “all historical” tickets be visible

- added email scanning for customer service centre scenario support; scans for name, email, client-organisation – when scanning is active along with “auto-create-client-contacts”, emails are scanned and contacts created automatically and assigned to company; ideal for web contact forms; all email protocols are supported
- internal processing; fixed LiveReports auto-generation of new default performance and outstanding reports – ticket label from system options was text and needed converting to varchar to be included in the report title
- resolved issue where “All My Tickets” and “All Tickets” option had dissapeared from web portal when logged in as an operator
- Added Ticket Closed Alert canned email to those emails that can be cc’d and bcc’d to the organisation admin contact
- ticket touch monitoring preparation to monitor users viewing tickets and indicate this by placing entries in ticket summary in italics – not yet enabled, prep work only for future release
- patch to email service “on-hold” filtering to only be invoked during ticket-add mode

Target Helpdesk Software Update – 3.3.2.37718 – (Notified Release)

targethelpdesk — Thu, 01 Oct 2009 08:20:44 +0000

Software Version 3.3.2.37718

See the full flyer Target-Helpdesk-Version-3.3-Flyer

- added custom field date highlighting for anniversary or full date matches; includes ‘tolerance’ system option, so you can have it still highlight an anniversary -/+ a number of days
- fixed issue in category maintenance that did not allow selecting the last category for edit

Target Helpdesk Software Update – 3.3.2.35750

targethelpdesk — Tue, 15 Sep 2009 08:18:24 +0000

Software Version 3.3.2.35750
- crm mailer now incorporates livereport designer for “livequery” so you can email a list, for example, everyone who has logged a call in the last 10 days that is hardware related
- added user-level option to permission individual operators access to view all calendars
- increased time for processing stats by Target Helpdesk Service to ensure stats processing completes under heavy load
- web portal left-hand button bar now includes scroll bar within panel for when there are many items eg. status entries to display
- added print date to full ticket report
- calendar always defaulted to Sep 2008, corrected this to default to today’s date
- when all status for a client web user are set to private, the “all my tickets” option now also disappears to avoid confusion
- requestor alerts can now be automatically cc’d or bcc’d to an organisation unit administrator – just indicate in the email template using the new dropdown and it will cc or bcc using the organisation email address
- added delete button to LiveReport designer so existing custom livereports can be deleted when no longer required
- made PingBox persist across sessions

Target Helpdesk Software Update – 3.3.1.17147

targethelpdesk — Sat, 01 Aug 2009 08:17:01 +0000

Automatically issue email updates, on events and on a schedule

Software Version 3.3.1.17147
- new module – scheduled emails; integrated into SLA as default and controllable on a per ticket basis
- ticket label is free-format text to allow for custom terminology as well as selection from pre-defined alternatives to “ticket”
- fixed email error on send with no To: address; previously prevented allowing retry from that cached ticket
- added prompt when user tries to discard edits in a new ticket, to catch when user tries to close tab before saving by mistake
- brought forward the “save tabs” prompt to allow a user to cancel for when they click application close X by mistake – can now just click cancel to return to application

Target Helpdesk Software Update – 3.3.0.33880

targethelpdesk — Wed, 15 Jul 2009 08:14:55 +0000

Software Version – 3.3.0.33880
- client organisation maintenance now allows allocation of SLA’s; this can be used when multiple SLA are being managed for a company. In this case set one of the SLA as the default under the general settings. When SLA’s are allocated to a company, the SLA list on the desktop and web is limited to this list when the operator tries to override the calculated SLA. Also, when this setup is invoked, web clients are offered this list to choose from the available SLA’s for their company