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HEAT Service & Support solution is on-premise and modular. All-inclusive collection of extra features can be helpful in extending of help desk software features.

Together with a set of core features this help desk solution includes optional extensions. Among product’s core features are: web access from any browser, self service, telephony integration and knowledge management.

Core features are:

-    Workflow processes are customizable.
-    The support center status can be monitored in real time.
-    Automated email outbound and inbound communication. Service requests are automatically generated with the use of keywords from emails.
Existing requests are updated with the use of customer reply.
-    Easy system administration.
-    The Business Process Automation tool. Templates for the design of a survey distribution process and escalation process.

Additional features are:

-    HEAT Plus Knowledge. Employees can collaborate with the documents within an enterprise. Document searching, indexing, storage, authoring and reporting ease the process of information sharing.
-     HEAT Plus Mobile. HEAT solution can be accessed through mobile devices. It allows help desk administrators not to remain at a desk. They get the opportunity to provide support from anywhere.
-    HEAT IT Asset Management. All IT asset information about a caller (including location) and PC specifications can be complied. This information is available within the enterprise systems. More requests can be fulfilled by the first call so service times can be reduced.
-    HEAT Self Service. Employees or customers can submit reports or incident requests via the web. The web-based self-help portal can provide the answers to some technical or simple questions so that the repetitive requests can be minimized improving customer service.
-    With HEAT Plus Voice automated telephony support is available. Prompts with which customers are greeted direct them either to the correct agents or to automated self-help menus.

Summary:
HEAT Help Desk Software includes great number of features. Core system and the additional modules provide automated help desk capabilities. Help desk solution is customizable and can be extended. HEAT is an effective and convenient solution. It can be easily integrated into any IT system.

Additional Info

  • Knowledge Base/FAQ: Yes
  • Mobile Integration: Yes
  • Reporting: Yes
  • Historical Audit: Yes
  • Self-service Portal: Yes
  • Email: Yes
  • Platform:
  • Workflow Management: Yes

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