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Program features
Here is partial list of the main features of IPI.HELPDESK™. You can get to know these better in a live environment by trying to work in our demo system as an external user or a manager; to do this, log in to the «Demo version».
- Self-registration using a simple form.
- Self-editing of personal registration data.
- Log in to the «Personal Office» using your login and password, or by clicking the link in the e-mail notification without entering your login and password.
- In the «Personal Office», the user can view his or her own queries, task history and manager replies, create new tasks, read the FAQ and more.
- Comprehensive online assistance and a simple intuitive interface make working with the system easy even for a user without specific knowledge.
- Due to e-mail notifications, the user is always kept informed about the progress of his or her queries.
- Rating the work of managers: the user can rate any manager’s response.
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- Detailed discussion of the task while preserving the history of correspondence and discussions.
- Option of replying to a task in private mode, without showing the answer to the customer.
- Option of delegating tasks to any performer with the history preserved.
- Attaching files to tasks.
- Replying to tasks using standard answers from the FAQ.
- Semiautomatic additions to the FAQ when you are working with tasks.
- Specifying task priority and urgency.
- Grouping tasks by section and subject.
- Tracking of task due dates, reminders about expired tasks, notification of expiration.
- Advanced search and extended filter to select tasks by any parameter defined in the system.
- Printing a task summary or task selection in a ready-for-printer format.
- Notification of response time violation and other important events
- Maintenance of the rating of the manager's work, summarizing employee performance assessment
- Complete statistics on every system parameter, including time spent
- Comprehensive online assistance
- Ability to change the external part, internal management system and e-mail notification design
- Creating as many personal registration fields per user as are necessary for the company
- Creating any number of sections and subjects
- Setting valid task response time depending on the section
- Employee grouping
- Access rights for different sections based on group membership
- Designating employees or groups as managers, administrators, supervisors, operators, or section end users
- Multiple language support, the possibility to add new language without reinstalling the system
- Centralized administration with automatic version upgrade
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