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Products >
nService > What's New?
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nService is a service management software. It supersedes
Help Desk Server, Service Server, PT-HelpDesk,
and PT-Support. It provides many major improvements.
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Web Server Software
nService runs under IIS. You can deploy nService on a web farm to
provide scalability.
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User Interface
The new user interface is a lot easier to use, easier to customize
and visually more appealing.
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User Authentication
nService provides seamless integration with Windows.
Users that are in Active Directory will not need to log on again.
When they come to nService's website, they are logged in automatically.
Their information are automatically retrieved from your Active Directory
or other types of directory system.
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Creating Service Requests
Users can submit service requests on nService's website, by email or by phone.
A new call handling wizard enables the technicians to identify the caller,
select the service, and submit the request. The new email importer module
allows you to setup multiple email addresses for different services to
receive requests by email.
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Routing and Notification
Routing of service request and email notification is now event based.
When an event takes place, you can handle it by setting up rules to
assign or notify certain people based on service, service zone and priority.
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Service Request Queries
The new Windows Explorer style service request management tool
allows you to work with requests the same way as you use
Windows Explorer to work with your files.
The query builder provides new date variables such as "today",
"this month", etc. It makes it easier to create queries based on
sliding date ranges.
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Service Accounting
You can set up service rates based on service and technician.
When working on the requests, technicians can enter billable hours.
You can then generate billing reports for the service requests.
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Service Level Agreement
You can now create service level agreements to automatically set
the due time for first reponse, resolution and closing of service
requests. When these due times are violated, nService can reassign
the requests and/or send out notification emails.
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Asset Management
You can search assets based on different criteria. If you have
latitude and longitude data for your assets, nService can even
show them on an integrated Google Maps. You can use the new
custom fields to store attributes unique to your assets.
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User/Contact Management
Users can be individuals or employees of an organization.
They can work in one or more departments within an organization.
Security is based on groups.
Users can have multiple group memberships which allow them access
to different services, products and knowledge.
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Knowledge Management
Knowledge can be generic or service or product specific.
In addition to writting knowledge articles,
you can now write question and answer wizards. By going
through a guided tour of question and answer, users can find
information a lot quicker. This works like the
troubleshooters in Windows.
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Service Management
You can offer multiple services such
as customer service, technical support, facility management, etc.
within nService. Under each of these service categories, you can
have sub services. For example, under technical support, you may have
network connection, desktop application, email services, etc.
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Product Management
You can organized your products or the products
that you support in to multiple levels of product categories.
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Group Scheduling
The group scheduling module allows you to schedule technicians
to perform certain tasks such as site visits at certain time.
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