CrossTec ResQDesk
Web Based Help Desk

CrossTec ResQDesk™ CrossTec ResQDesk help desk software provides detailed recording and tracking of user help requests. Routing, tracking and resolving technical support issues are very easy with this powerful module. CrossTec ResQDesk is a wholly web-based solution that features advanced implementation of ITIL processes, and is available as a standalone application, as part of a company’s overall management suite, or as a plug-in to our EMS product.

CrossTec ResQDesk is totally integrated with the CrossTec line of software products. There are no cross-functionality issues, and with CrossTec’s history with network management software, there are no worries about network bottlenecks. ResQDesk can be installed and operational in a matter of minutes and evaluated within your site via our free 30 day trial download.

 

Benefits

Time Savings
CrossTec ResQDesk provides fast problem resolution, automation of repetitive tasks and easy importing of user data from external systems.
Efficiency
CrossTec ResQDesk affords prioritized help requests, and automatic ticket assignments and ticket status escalation. Corporate status reports and operator metrics gauge the effectiveness of support request management and maintenance.
Customization
CrossTec ResQDesk is flexible. It allows the addition of data fields, and the effortless modification of help request logging and operator functionality.

Features

  1. Automatic assignment of tickets – based on the customer’s pre-defined rules on either problem type or user type.

  2. Automatic ticket escalation – based on the customer’s own pre-defined rules

  3. Ticket notes history includes source identifiers.

  4. Help request logging includes customizable categories to aid inputting.

  5. Files can be attached to tickets.

  6. Ticket priorities can be automatically assessed.

  7. Detailed corporate status reports include totals for calls in, call status and average resolution times.

  8. Full integration with Active Directory eases the user data reporting.

  9. Streamlined creation of a solutions database aids future help requests.

  10. Simplified management of problem type definitions.

  11. Full user inventory for both hardware and software.

  12. On-line reviewing includes raising help requests and real time current status reports.

  13. Fully web-based solution. No pre-installation is required and an import wizard allows for simple importing of user details from other external systems.

  14. Enhanced security and access control management of operators and users.

  15. Direct integration with CrossTec EMS and departmental information.