Pillar Solutions

Product: Resolve Help Desk
Developer: Pillar Solutions
Release: v4.10 (updated 28/04/11)

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Key Features

Resolve is a powerful and entirely web based solution providing detailed recording and tracking of user Help Requests.

Resolve has been developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book.

Ticket Management

Automatic assignment of tickets to operators based on pre-defined customer rules based on either Problem Type or User Type.
Automatic escalation of ticket status based on customer specific rules.
Structured notes history for a ticket with source identifiers (telephone, email and more) for each additional entry within the ticket lifecycle.
Full Hardware and Software Inventory information for each user's system.
Attach, store and associate files to a ticket
Automatic priority assignment for new tickets.
Record time spent when updating tickets, and view total time usage in the main ticket record.
Prioritized Help Requests for users and ticket types together with easy operator allocation.
Help Request Logging with customisable categories for easy input.
End users can raise help requests on-line and review current status in real time.

User Management

Active Directory integration.
Import users / Microsoft Active Directory into the Helpdesk database.
Allow end users to generate Helpdesk logon Accounts or restrict generation of end user accounts to Administrators and Helpdesk operators.
Importing user departments and companies from other systems into Resolve.

Customization

Custom Data Designer allowing for customized data fields.
Profiled Operator access and customized functionality.
Streamlined creation of a solutions database to aid future help requests.
Use the intuitive design tool available to administrators to add custom data items to trouble ticket records.
Multilingual user interface

Reporting

Real Time Corporate Status reports - Total Calls in, Status of Calls, Average resolution time and more.
Ongoing history by user for all previous support requests.
Real Time Dashboard showing a rolling display of current ticket statistics.

Escalations & Notifications

Send Email Notifications using fully customisable email templates.
Automatic escalation of ticket based on customer specific rules.

Integration

Direct integration with Inventory capabilities.
Direct integration with Remote Control capabilities.