Sobre NeuQs Free Helpdesk

NeuQs is a web based support application. The application is built using the latest Microsoft technologies including Silverlight and .Net4.0 providing a rich user experience backed with robust data handling.

It features rapid help desk ticket creation through intuitive forms, acceptance of new calls via email or user web form self-service. Updating calls to give a full audit trail and automatic emailing means that you know where you are with every event.

NeuQs is free software that supports your help desk team manage incidents more efficiently and effectively by providing the means to record, track and report on help desk requests. Furthermore it is completely free and satisfies many of the criteria for best practice in incident management defined by ITIL®

Key features include:

- Work to lists to ensure that your workload is prioritised to meet your service level agreements
Each call can have its own prioritisation to ensure that you have a clear view what needs to be done when. Events can be scheduled with reminders to ensure that no deadline is missed and resources can be managed well.

- Email templates.
Allow for customisation of output emails to suit your customers’ needs.

- Configurable custom fields allow you to tailor grouping and reporting to meet your exact needs.
Along with all the standard fields you would expect for a help desk system to classify your calls to ensure easy classification and reporting, there are also additional user configurable fields allowing you to refine further.

- Internal or multi-client
If you are an organisation looking to provide a help desk solution internally, or to external clients, then NeuQs is for you, and not just for IT support either. If there is a problem that needs registering centrally then tracking to resolution, the NeuQs is the ideal tool. There is no limit on the number of end users that can use the system, and the client side uses standard ‘free’ technologies, Internet Explorer and Silverlight, so no cost is involved.

- Allows attachments by drag-and-drop
The ability to add attachments such as documents and screen shots means that whoever is involved in the call can get first hand insight to the issue and help to resolve it faster, rather than incomplete or incomprehensible narrative

- Full tracking and tracing
Each call builds up a history with timestamps so you can audit the performance and involvement on any call.

- Assignment and ownership management.
Every call has an owner which ensures that no issue ‘falls between the gaps’. The ability to assign a call and change ownership means the calls is dealt with by the most appropriate person or agency.

- Latest .Net framework.
NeuQs is based on .Net which means your install will be simple, the application more stable and you can be assured that it will be compatible with all future releases of Windows, meaning that you won’t need to worry about it being future-proof.

- Mail system agnostic
NeuQs Free Help Desk works with any POP3, IMAP or MS Exchange email system allowing for seamless integration of emails both in and out.

- Microsoft Sequel Server Based
NeuQs Free Help Desk includes Microsoft Sequel Server Express so you are using a proven, scalable database from day one. If your needs grow you have an easy path to industrial strength Sequel Server.

Precios desde:

N/A

  • Versión gratuita
  • Prueba gratis
  • Suscripción

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Beneficios clave de NeuQs Free Helpdesk

Benefits of the free help desk include:

-Incident Identification
NeuQs can receive requests by email or via a web interface. User Level Access controls allows users to raise and review their own incidents, or administer incidents for a (local) group of users.

-Unique Reference
NeuQs automatically allocates a unique reference number to each new incident as soon as it is reported and the user requesting support will automatically receive acknowledgement by return email (where so configured).

-Date and Time
Each incident recorded is marked with a date and time; as are all subsequent updates to the incident.

-Source of the Incident
NeuQs includes standard fields to show the source of each incident, as well as additional configurable fields where required. Each incident can be clearly identified by source, be that the originating user, department and site or automated fault logging source.

-Contact Details
The contact details for each user can be retrieved easily, as well as indicating the users preferred contact method.

-Incident Symptoms
NeuQs allows symptoms to be recorded as free text, or within configurable fields; which can be defined for specific types of incident.

-Incident Status
NeuQs show the current incident status as well as a status specific to each type of update recorded. In each case the status description and number of states allowed is fully configurable.

-Incident Categorization
NeuQs allows incidents to be categorised with unlimited user definable fields and look-up values.

-Incident Priority
NeuQs provides a means for defining service levels and targets for the incidents based on the source of the incident and a general priority classification. Throughout the life of the incident a target resolution date is calculated to ensure the service levels and targets are not breached. Where required, NeuQs allows user definable rules to override the base resolution date calculation. As appropriate an incident can be marked as falling outside of SLA for reporting purposes.

-Incident Assignment
Configurable rules within NeuQs allow for the automatic assignment to help desk staff. NeuQs also allows for “cover” to be defined, so in the event that the assignee is absent new incidents and updates are routed to the covering help desk staff member.

-Incident Diagnosis Details
NeuQs allows symptoms to be recorded as free text, or within configurable fields; which can be defined for specific types of incident.

-Incident Hierarchic Escalation
Colour coding is used in NeuQs to indicate incidents approaching or in breach of service level targets. Where required the priority of incidents can be adjusted to raise it’s priority in relation to other incidents. It is also possible to set manual “action” dates against individual incidents.

-Incident Resolution
NeuQs provides configurable fields for categorising incident resolution as well as free text for longer descriptions. As with any other incident update, resolution updates are date and time stamped.

-Incident Resolution Updates
NeuQs allows rules to be defined to control allow incidents with resolutions can be updated.

-Incident Closure
NeuQs provides configurable fields for categorising incident closure as well as free text for longer descriptions. As with any other incident update, closure updates are date and time stamped.

-Management Reports
NeuQs utilised Microsoft SQL Server Express as its underpinning database;any number of reports can be generated from the rich data captured.Audit Trail NeuQs provides a comprehensive audit trail for each incident recorded including the user, date and time of every incident update.

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Australia, Canadá, China, Reino Unido, India, Estados Unidos

Idiomas admitidos

inglés

Precios desde:

N/A

  • Versión gratuita
  • Prueba gratis
  • Suscripción

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Funciones

Funcionalidades totales de NeuQs Free Helpdesk: 11

  • Alertas y alzada
  • Categorización/Agrupación
  • Compras y recepción
  • Controles o permisos de acceso
  • Gestión de SLA (Service Level Agreement)
  • Gestión de auditorías
  • Gestión de centros de atención telefónica
  • Gestión de correo electrónico
  • Gestión de la base de conocimiento
  • Gestión de tickets
  • Registro de auditoría

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Preguntas frecuentes sobre NeuQs Free Helpdesk

He aquí algunas preguntas frecuentes sobre NeuQs Free Helpdesk.

Los clientes habituales de NeuQs Free Helpdesk son:

Trabajador autónomo, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

NeuQs Free Helpdesk admite los siguientes idiomas:

inglés

NeuQs Free Helpdesk admite los siguientes dispositivos:

No tenemos información sobre los tipos de integración de NeuQs Free Helpdesk

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