SLAM's Help Desk Control Software

A Help Desk Software Customized for Your Company - Without Customization Charges:

Manage a variety of help requests within an organization - network, operational, hardware, software roll-out, emergencies and other issues.
Configure SLAM Help Desk Control with the fields applicable to your issue tracking - default fields is included with the system and you are able to add more as fits your organization.
Flexibility in workflow, ability to have multiple workflows in a single help desk system.
Email Rules can be set up to notify any party based on any updates at any time.
Insure issues are dealt with in a timely matter with both automatic and manual (on the fly) Escalation Rules.
Add fields that best fit to your organization including text fields, menu fields, memo boxes, multiple select fields and even dynamic fields with your own enforcement rules.
Asset Management that allows you to track, manage and report an asset that may have problems. This also includes auditing of PC’s to gather data that may be useful in support the systems. Tracking of contracts for individual or multiple assets is accomplished here.

A Complete and Secure Audit Trail of all Help Desk Issues

Complete documented history of who, what, where and when in regards to any update of a help desk issue - all entries are time and date stamped.
Audit report format allows you to historically report the full history of work done - in compliance with regulatory acts such as Sarbanes Oxley.
Archive Table - Data is never permanently deleted, rather you have the option of pushing information to an archive table when help desk management issues become dated.
Reports that help identify the time involved in resolving issues.

Clean, Straightforward Design and User Friendly Interface

Browser based design is a familiar environment for most end users - no need for extensive training.
Customizable fields allow for the addition of your own data and the order in which you wish it to be presented - familiar environment.
Audit trail formatted in clean and simple matrix presents a quick overall snapshot of a help desk issue's status.
Clone feature allows help desk issues that have already been created to be cloned for reoccurring issues - no need to repeat work that has been done.
Bulletin Board feature allows you to post information for all users to see and be aware of.
FAQ feature allows to share the most frequently asked and common issues.
Download feature that allows users to download service packs, help documents etc.
Knowledge Base feature allows you to search a database of previously occurred issues and get the resolutions provided to such issues.
Calendar feature to see if any issues have been scheduled to be worked upon for the week, month etc in order to resolve any scheduling issues.
Reports that show you the data in a visually appealing manner where you can identify the most logged issues and see if issues are being worked in a timely fashion so that resources are properly allocated.
Asset that tracks assets and their contracts as well as give an idea of how many times an asset has had problems thus helping administrators to identify recurring problems with certain assets.
Configuration Tool - As a SLAM Help Desk administrator, you will have a fully web based tool that will allow you to add your own states, additional fields, set up email notifications, design calendar settings, set escalation rules, use the color palette, define email settings, attachment path settings, set database location, define web server setting all from the web interface - no need for access to the server the application will sit.

Manage and Schedule your Help Desk Resources

Calendar functions allow you to schedule a due date for an issue, schedule resolution of issues over a series of days and add in the completion date for an issue.
Calendar view gives you the ability to see the big picture of all your issues and allocate resources based on available personnel.
Alarms and escalation rules custom to each help desk issue type insure deadlines are kept and all parties are aware of an issue's status.
Measure time management of issues by reporting scheduled milestones versus completed milestones.

An Affordable Help Desk Solution

Low Cost of ownership - compared to similar enterprise help desk applications on the market, SLAM's Help Desk is a reasonable and affordable solution.
Sold per staff license - end users are unlimited and can submit a variety of issues. SLAM's Help Desk is sold by the staff that can assign out and are able to change the status (state) of each issue.
Purchase the license type that meets your organization type - named licenses assign a single license to each specific staff person or concurrent licenses allow any number of staff to share the number of licenses you decide to purchase - they are "first come, first serve" licenses - used only when a staff is logged in and can be used by the next staff that logs in to see.
ROI - every company is unique, but the value of a secure vault of data that has tracked the major issues within your organization allows for unparalleled peace of mind.

Secure Technology

Security - Encoded URL to disallow hacking into other issues that a user does not have access to.
Session ID's - unique IDs provide secure access for authorized users.
Password Control - Administrator can configure the parameters for password creation.
Written in ASP.NET
Web Based, Requires IIS.
Access or MS SQL server as back end databases.
Architecture - Three Tier
License Tracking - Able to monitor who is logged in when.

Help Desk Data and Tools You Can Use

Visibly Track where an issue stands - everyone has up to the second information about an issue's status.
Up to the second updates - the instant an issue is updated anyone with view or update access to that issue can see exactly where the issue stands.
Communicate immediately - Email triggers that you configure allow notifications to be sent to the correct staff's email account, cell phone, pager, blackberry and/or any other handheld device.
Access the system from any device with Internet access - fully web based.
Attachments - attach external files of data relevant to any issue in any format - word document, excel spreadsheet, PDF, any picture file, Microsoft project etc.
Measure your success - SLAM Help Desk allows you to run robust reports in a variety of formats including state of issues, category breakdown, audit history, open issues versus closed issues, response time, staff performance and reports against any other custom fields you add in.
Knowledge Base - the SLAM Knowledge Base is a mini search engine that indexes any information in the Help Desk database and returns it to you by keyword search.
Search - search across all fields in your Help Desk system to bring back the specific issues you need.
Bulletin Board - post any type of message for all users and staff to view and prioritize according to urgency.

HELP DESK CONTROL | Features

SLAM's Help Desk Control Software

A Help Desk Software Customized for Your Company - Without Customization Charges:

A Complete and Secure Audit Trail of all Help Desk Issues

Clean, Straightforward Design and User Friendly Interface

Manage and Schedule your Help Desk Resources

An Affordable Help Desk Solution

Secure Technology

Help Desk Data and Tools You Can Use

SLAM Help Desk Software

Other Products

Call for a Demo

Newsletter Signup