Powerful full-service management software
HEINZELMANN Service.Desk
Look for one:
- ITSM software
- helpdesk software
- service desk software
- IT service software
- issue tracking software
- trouble-ticketing
- or a customer service software?
We have a solution for all requirements! Ideal for any size of company, independent of industry, inexpensive and modularly expandable! More than 150 companies are already using the HEINZELMANN.
The HEINZELMANN Service.Desk supports you, among other things, in documenting and processing requests, error messages, problems or requirements from employees or external customers in a structured manner. The software optimises and automates IT processes. It is designed for all types of tasks that require a structured process and can be mapped by a workflow.
Regardless of whether you are looking for trouble ticketing software, helpdesk software, customer service software, issue tracking software, an ITSM tool or full service management, HEINZELMANN's modular design allows it to be individually adapted to the requirements of your company.
Range of functions:
Process individualisation
- free concept for user groups and rights
- mapping internal and external communication
- automatic assignment of tasks to groups, roles and persons
- process masks extendable by user-defined fields
- flexible display of tickets and tasks
- workspace for users and supporters can be freely modelled
- user-specific dashboard as start page (also for non-logged-in users)
- extensive search functions and individual views in the ticket list
- adaptations / customising can be carried out independently to a large extent
service quality
- tracking of selected tickets through watch list / knowledgebase
- e-mail notifications about ticket status to support and notifiers (individually controllable)
- triggering actions through process steps
- graphical representation of workflows
- automatic ticket escalation in several definable levels according to wait time, due date or category
- prioritisation and deferral of tickets
- individual satisfaction and quality surveys
- adaptation of the design to the individual CI of the company
- individual design of tickets and reports
- tickets can be used as proof of activity (subsequent maintenance of tickets possible)
- WYSIWYG-Editor
Interfaces / input channels
- multi-channel approach
- telephony integration (TAPI)
- input channels: self service portal, e-mail interface, call-in support
- active directory - interface for user import and rights assignment via AD grouping
User registration possible through simple data upload from CSV files. Alternatively: Transfer of employee and device data from the FCS IT asset management solution Asset.Desk (when using both solutions together).
manual import of asset data via CSV interface
Introduction to business processes
- can be used throughout the company (IT, HR, Facility Field Service, etc.)
- flexible rights and category system
- high integration capacity
- short introduction times
- low development costs
- problem-free updates
- fast ROI
- ITIL compliant
- coverage of ISIS12 requirements
- on premise oder SaaS
Reporting
- standard reports / out of the box: e.g. number of incidents
- reports can be created according to your own requirements
- drill-down function: detailed display of aggregated data
- specific dashboard
Application
- ticket registration by employees
- ticket entry and processing via e-mail
- categorisation of tickets on several levels
- categorisation of tickets on several levels
- use in the company or as a support portal for customers
Ressourcenmanagement
- assignment of tasks according to skills and names
- assignment of individual orders
Directory services
- LDAP based directory services
(z.B. Novell E-Directory/ MS Active Directory)
Mobile
- native app for mobile devices
- offline function
- push-notifications
Finally, the most important thing - the advantages of HEINZELMANN Service.Desk
- easy integration into existing systems
- low consulting costs
- SaaS solution in the cloud or on-premise on your own server
- budget-friendly due to high degree of customisation
- no hidden costs
- solution based on modern and platform-independent web technology
- use of the functions on a user-friendly service platform via a self-service portal
- norms, standards and frameworks such as ITIL, ISO 9000/9001 and service design thinking or a central service catalogue can be mapped
- promotes company-wide automation
- digitises process flows and frees you from routine work
- increases customer and end-user satisfaction
- optimisation of service processes also outside IT
- greater flexibility and agility
- free app
- enables synergy effects
- ITSM & ITAM
- ITSM & ESM
- ITSM & Software deployment
