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Service Desk Express Edition
Contact management for organisations and people Import / update person records from Active Directory Support request management Definable priorities, service levels and business hours Definable support request types and categories Escalation to vendor support Definable request status Full capture of Call history Ticket printing Email templates with definable standard paragraphs Document, file and URL links to support requests Solution capture at two levels, service user and technical One-off and recurring tasks Custom fields Definable help for protocols, service level information, etc Service Desk view for effective team working
Service Desk Professional Edition
All the features of the Express Edition plus... Asset management for hardware and software Hardware templates Support contract management Assets fully integrated with Calls Fully featured Knowledge Base (KB) Auto-creation of KB articles on Call closure
Email Responder
Audit Module
Available for the Service Desk Professional Edition Auditing of Windows devices Automated updates of Hardware and Software records Software licence and installation management
Automatic email responses Manage incoming email support requests Auto-create Calls Automatic notifications to customers and support teams Transfer email attachments to Calls Manage Call related email conversations
Web Module
Customer portal for submitting service requests Add information to existing tickets View support history Search and view Knowledge Base articles Analyst portal for managing work list Team Intray for incoming tickets Create and edit Knowledge Base articles Software and hardware asset registers Customisable help pages
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Features
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