Automate Help Desk (AHD) is a web-based application built on top of our robust Automate BPM platform to support local as well remote help desk operations. It provides powerful workflow, data capture, automatic notification, and reporting capabilities to maximize the efficiency of your help desk operations, increase support effectiveness, improve customer satisfaction, and ensure SLA compliance.

Designed for Usability
All the information you need to open, resolve, and close a ticket is displayed on a single screen. Our Adaptive Form technology displays only the information you need to see at any time to highlight important information and reduce screen clutter. Visual cues let you know which data fields are read-only and which ones can be modified.

Designed for Flexibility
With AHD, you can support both registered and unregistered customers using the same process. Moreover, you can either quick-close a ticket while the customer is on the phone or assign the ticket for resolution at a latter time. AHD provides full support for the ticket lifecycle while allowing you to short-circuit unnecessary steps to speed up ticket resolution and closure.

Automatic Ticket Routing & Notifications
AHD automatically routes tickets to the appropriate worker based on the outcome of each resolution step. Routing rules enable collaboration among different support tiers. Information captured by one tier is automatically forwarded to the next tier to accelerate ticket resolution. Help desk workers and their supervisors are notified automatically if a ticket is not resolved within the allocated time according to SLA parameters.

Bulletin Board
Help desk supervisors and administrators and post messages on the Bulletin Board to help workers respond quickly to known problems, for example general network outages or server crashes. Bulletin Board messages can be created, updated, or removed at any time.

Built-in Knowledge Base
The Knowledge Base guides help desk workers through a series of questions to help diagnose the problem, either leading to a quick close or providing diagnostic information to other help desk personnel. Using the Knowledge Base is literally as simple as providing yes/no responses to a series of questions. AHD also provides an administrative screen for creating and updating the Knowledge Base.

Workgroup Management
As an administrator, you can set up workgroups and assign workers to each workgroup. In addition, you can manage worker absence and active status to avoid assigning tickets to workers who cannot resolve them.

Integration with Existing Systems
AHD integrates seamlessly with your existing IT infrastructure including LDAP & Active Directory servers, databases, and other enterprise systems. This out-of-the-box integration capability helps eliminate data duplication, minimize maintenance overhead, and protect your IT investments.

Easy Configuration
AHD comes with several administrative screens to allow you to configure the application without bringing in outside consultants. Configuration parameters include SLA parameters, customer list, help desk workgroups, support categories, knowledge base contents, and much more.

Comprehensive Audit Trails
AHD captures the resolution history of every single ticket automatically. You have access to all ticket resolution data to generate any kind of report you want, including SLA compliance, help desk workload, closure rates, etc.

To learn more about Automate Help Desk or to speak to one of our Solutions Consultants, please contact us at sales@macronetics.com.