SALES : Archive for the ‘Vision Helpdesk Features’ Category
Helpdesk database is crucial for any organization — Vision helpdesk offers advance tools to optimise, repair and backup your helpdesk database.
- Optimise / Repair Database
- Backup Database
Optimise / Repair Database
When you delete large portions for data from your MySQL table, the database becomes more fragmented. It is always a good idea to re-optimize your MySQL database especially if you have a lot of varying characters (VARCHAR). This can be done easily with Vision helpdesk tool with single click.
Similarly, from time to time mySQL databases can get corrupt, whether it due to lack of disk space, power failure, or just an error. Vision helpdesk allows you to repair your database tables at single click.
Backup Database
It’s always recommended to backup your database to prevent any kind of serious data loss due to hard disk failure etc.
Mysql server too allows tacking database backups on server – with Vision Helpdesk you can download text format database to your local machine.
Custom fields allows you to extend helpdesk forms with additional fields.
Vision Helpdesk make custom field addition simple with its advance custom field addition mechanism — For adding custom fields you are absolutely not required to have any programming knowledge.
Example Vision helpdesk allows you to add custom fields while operations like –
- User Registration
- User Ticket Create
- Staff Ticket Create
Lets take an example; You want users to submit their Alternate email address while User Registration.
It’s easy to add Custom fields with Vision Helpdesk — You need to follow this steps -
Login as Admin >> In Left Settings Panel >> Select Custom Fields Tab
A) Add group
Group title : This is title for group
Group type : This is were you select User Registration
Display Order : Decides display order when you have multiple custome field groups.
Select domain/department : You can select Domain: Department to which this custom field group will be applied.
B) Add field
Add field will show you Tool box will various custom fields available — You can just click custom field that you wish to add; (In our case Alternate email address will need simple text box) Further it will allow you to add caption, Value, Data type etc,
Since Vision Helpdesk is designed using Ajax — adding custom fields becomes easy and faster — its really fun, You can add as many custom fields in few minutes without any programming knowledge.
Unlike other helpdesk software’s which have seperate Admin and Staff login url’s — Vision2.0 offers single login url for both Admin and Staff.
This gives flexibility to Admin to solve tickets and configure Admin settings from single url. If you are logged in with Admin user and password then system will display additional Admin menu where as in Staff’s case no Admin menu is displayed.
On Left Panel Settings tab is displayed in case of Admin login.
Vision2.0 offers advance features for ticket related operations. The Ajax system makes ticket operations smooth and 10 times faster then any other web based helpdesks.
Ticket : A ticket is nothing but an email / issue raised by customer.
Vision Helpdesk Ticket Area is divided in 3 Tabs -
- Ticket Details
- Reply Ticket
- Ticket Options (Edit Ticket Properties)
1. Ticket Details: Ticket details gives you in site of ticket content and it’s properties (example , Ticket id, Owner, Department, Ticket Status, Priority, Flag, Language, Due etc.)
It also allows you to check
- Ticket History — Other tickets from same user.
- Invoice Entries — Invoice details.
- Audit Logs — It gives details of each activity performed on ticket.
2. Reply Ticket: This tab allows you to reply the ticket and simultaneously perform several actions like –
- Note — Staff can add note for internal reference for other staffs. This appear on top of ticket.
- Comment – Comment can be added at bottom of each reply again for staffs reference.
- Billing — Create Invoice, Add Billing Note, Check Payment Status etc.
- Forward — Forward ticket content to some email address.
- Attach — Attach files while replying ticket.
- Follow-up – Follow-up is used for delayed reply.
- Set Due — Time to set ticket due.
Ticket Reply Tab also includes functions to Quick insert , Predefined Reply, Attach Files from Downloads Section, Add KB Article and Quotes.
- Quick Insert
- Quotes
– All Quotes
– Client Quotes
– Staff Quotes- Predefined Reply
- Knowledgebase
- Downloads
- Options
- Add to Predefined
- Add to Knowledgebase
- Send Email
Also you can change ticket properties like Owner, Status and Priority etc.
3. Ticket Options (Edit Ticket Properties)
This tab allows you to edit ticket details like ( Owner, Department, Ticket Status, Priority, Flag, Language, Due etc.)
- Properties — This allows you to edit –
- Ticket Subject :
- Client Full name :
- Client Email :
- Alternate Client email :
- Merge — Merge allows you to merge tickets in to one ticket.
- Custom Field– This allows you to edit Custom Fields.
Vision 2.0 gives you accurate graphical reports to evaluate staff’s current month performance.
Staff Performance is combined result of various reports listed below –
- Last 7 Days Activity
- Work Report
- Ticket Performance Report
- SLA Maintained
Last 7 Days Activity:
This is a matrix report that gives you staff’s last seven days ticket activity (How many tickets were replied, put on awaiting and closed).
Work Report:
This is a statistical report that gives in site of staff’s work done in current month — example; How many hours staff was online, How many tickets replied, closed and How many KB articles, News, Downloads etc added.
Ticket Performance Report:
This is a line graph (Time Scale vs Tickets Solved) — This graph tells you how efficiently staff is replying tickets a average of total tickets vs total replied tickets is calculated which gives overall ticket solving speed performance.
The red line in graph shows upper limit of time — that means anything above red line is worst response time by staff, Blue line indicates Average response, and gray line indicates Best performance.
SLA Maintained Report:
This is a pie chart that gives exact number of tickets solved in current month and percentage amount of tickets that were replied with in SLA.
Blue colour indicates SLA maintained.
Red indicates SLA not maintained or overdue tickets.
Helping your customers is helping yourself !!
You are plaguing your support personnel and customers, if you are not adopting Self Help tools for your helpdesk.
Customers like to solve their problems on their own without having to call support staff back several times or be put on hold for simple questions. ( Of course they rely on support staff for complex problems) At the same time, support staff enjoy solving complex issues rather then spending time behind the most mundane tasks and answering repeat questions.
Roughly , you would find 20 to 30% problems will repeat on daily basis — and this is where you can make best use of Self Help tools to leave your support staff free to answer other important and difficult questions. Similarly you can keep your customers happy if you offer them tools that solves their simple issues in one shot.
Vision2.0 Helpdesk comprise of various Self Help tools that will save you from plaguing your employees and customers..
Knowledge Base:
Knowledge base is nothing but collection of articles — Your staff can add various articles to educate customers and avoid repeat questions.
Vision2.0 simplifies managing knowledgebase articles by its simple user interface — It gives staff a tree structure and allows them to add / edit KB categories and articles with simply clicking nodes and leaves in a tree structure.
KB is useful self help tool for both customers and employees.
Troubleshoot:
Systematic search for the source of a problem so that it can be solved. Troubleshooting requires identification of the malfunction(s) or symptoms within a system. Then, experience is commonly used to generate possible causes of the symptoms.
Vision2.0 includes troubleshooting tool that will allows your staff to create step by step solutions to known problems. This is useful self help tool for customers to resolve their issues by applying troubleshooting steps..
Downloads:
Staff can upload files that are repetitively required by customers at a common upload place where customers can login and dowload those files without having them to send request to staff for those files.
Downloads is yet another important tool of Self help techniques.
Predefined Replies:
If you are required to type a same reply many times then its worth saving the reply and using it as and when required.
Vision2.0 permits staff to add predefined replies and use it whenever they require it for later use. Predefined is a best self help tool for employees and its a huge time saver for them.
Bookmarks / Favorite :
Vision2.0 includes bookmark tool that allows you to add your favorite links and use them anytime later.
Why would you want additional bookmark when you have one available in browser itself ? Simple – You cannot carry your browser bookmarks across different machines.. Vision2.o bookmarks are available anytime you login to Vision2.0 helpdesk.
Remember, Self Help tools is not a “final” answer to Helpdesk Automation – If implemented properly, however, self-help tools, can improve customer service and improve overall service levels.
Advantages of Self Help:
- Customers can solve less complex issues on their own – save’s their and support staff time.
- Keeps support personnel away from answering repetitive problems and allows them to concentrate on more complex issues.
- Reduces support cost and burden of employees.
A personal message or private message, often shortened to PM, is like an e-mail sent from one user to another user.
Vision2.0 includes advance PM system for staff’s intercommunication. Now why would you want your staff to use this PM system when they can communicate on several IM’s like Yahoo / MSN / GoogleTalk etc..? Simple it’s a bad practice to share server details or sensitive information of company over such pubic IM’s.
Vision2.0 PM system not only allows staff to send PM but they can delay sending PM by adding PM to Drafts.
Advantages of Private Messaging:
- Open up’s communication channel for staff’s.
- Secure communication.
- It’s ready to use feature in helpdesk – no need to signup on any email client.
Explore Vision2.0 further read | Self Help Tools
The idea of having common signature for all departments sounds less cool 
We know it’s everyone’s dark wish to have helpdesk system supporting multiple personalities (that is ability to create different signatures for various departments – Sales / Billing / Support etc.)
Vision2.0 is a true “Satellite Helpdesk” that fullfil’s your wish by adding multiple signature feature. It allows you to create multiple personalities by creating seperate signatures for each department and further signatures are automatically included in the reply message.
Advantages of Multiple Signatures:
- Allows you to create multiple personalities.
- Important tool in Satellite Helpdesk.
- Having common signature for all departments is less cool.
Explore Vision2.0 further read | Private Messaging
Vision2.0 offer Plug-in architecture that allows users to enable / disable several features. Plug-in frameworks help to handle complexity, simplify application configuration and deployment, and enable users or third parties to easily enhance existing applications with self-developed modules without having access to the whole source code.
The idea is that the new component simply plugs in to the existing system. This gives users more flexibility and they can customize their helpdesk as per their requirements.
Currently Vision2.0 includes Plugin’s like –
- Scrap Book
- Quick Links
- Email Alerts
- SMS Alerts
- Favorites
- Calendar
- Antivirus
- Address Book
- Online Staff
Plugin’s appear in Right Panel of Vision Helpdesk.
Advantages of Plug-in based architecture:
- Program modularity.
- Allows 3rd party to develop and deploy new features without having complete source code access.
- Plug-in’s can be enabled or disabled as per users requirements.
- Reduces program complexity.
Explore Vision2.0 further read | Multiple Personalities with Multiple Signatures
I love shortcuts! don’t you ? Now frequently used functions are available at single click with Vision 2.0, It includes tool bar which can be customized to include functions that you want at single click.
Staff can customize tool bar as per their requirements – example view all tickets, open new ticket, view over due tickets, filters, view private messages, edit signature, add kb article etc..
Advantages of Customized Tool Bar :
- Improves operational speed.
- Staff can customize tool bar as per their requirements.
- Easy accessibility to functions.
Explore Vision2.0 further read | Vision2.0 offers Plugin Architecture
We are happy to offer 
