Key Features in CrossTec ResQDesk

• Automatic assignment of tickets – based on the customer’s pre-defined rules on either problem type or user type.
• Automatic ticket escalation – based on the customer’s own pre-defined rules.
• Ticket notes history includes source identifiers.
• Help request logging includes customizable categories to aid inputting.
• Files can be attached to tickets.
• Ticket priorities can be automatically assessed.
• Detailed corporate status reports include totals for calls in, call status and average resolution times.
• Full integration with Active Directory eases the user data reporting.
• Streamlined creation of a solutions database aids future help requests.
• Simplified management of problem type definitions.
• Full user inventory for both hardware and software.
• On-line reviewing includes raising help requests and real time current status reports.
• Fully web-based solution. No pre-installation is required and an import wizard allows for simple importing of user details from other external systems.
• Enhanced security and access control management of operators and users.
• Direct integration with CrossTec EMS and departmental information.