What is HELPTiger ?

• An online help desk and issues management system
• Accessible from anywhere with an Internet connection
• Uses Leading Internet Technology - Runs on Unix systems, powered by Oracle databases
• Your Help Desk for you and your clients

Multiple System Users

HELPTiger has multiple user levels which you can control

• Support Users who can work on Help Desk issues
• Support Queue Delegators who can allocate issues within a Support Queue
• Client Help Desk Users who can raise issues and monitor their progress

Client Management

HELPTiger can be used for your clients. These clients may be your own internal divisions or external clients who you are providing Help Desk services.

• Allow your selected clients to view their issues and raise issues online
• Allocate issues against a client and optionally a client department or division
• Define your clients end users, optionally with privileges to view issues online

Support Issue Management

Manage your support issues in the way you want to run your business

• Define your own issue priorities and escalation times
• Define your own Support Issue Categories
• Record all Support issues online
• Support Queues
  • Define your own Support Queues and Support Queue Hierarchy
  • Define Support Queue Delegators who can allocate issues to individual support users
  • Allocate support users to specific support queues
• Support Issue Journals
  • All actions against a support issue are logged with a Support Issue Journal
  • Support Issue Journals can be marked for internal use or external use. Only journals marked as external use can be viewed clients.

Issue Tracking

Track support issues as a support user:

• Track all support issues currently allocated
• Monitor issues in relevant support queues
• Query all closed support issues

Track suppport issues as a end user (one of your clients)

• Raise new issues
• Monitor support issues that have raised by you
• View all closed support issues that have been raised by you

Issue Notification

Automatic Email or SMS Notification for:

• Support Users when a issue is raised or allocated
• Support Queue Delegators when a issue is allocated to their queue
• The person who raised the issue upon issue creation and resolution (optional)
• The client end user upon issue creation and resolution (optional)

Issue Escalation

Support issues can be escalated to ensure that they are addressed in a timely manner.

• Based upon issue priority
• Notification sent to Support User's supervisor if issue is not actioned after set period

Searching

• Leverage your Knowledge Base of completed issues by flexible searching facilities

Reporting and Analysis

• Examine your Help Desk efficiency
• Reports available for each queue, support user or client

Branding

• Your logo can be displayed on every HelpTiger web page that your clients use
• Offer HelpTiger access to your clients as additional benefits to using your help desk services
• You can display banner ads that will be shown when your client users log in to HELPTiger. This allows you to very specifically target your clients with product specials, messages or just general advertising, pushing your brand even further. A Banner ad will also be randomly displayed on our HELPTiger home page.