Create new incidents using the web interface and log them to your database. Support personnel can use Help Desk software to log in a call as a new incident, or add an issue from the chat session, on the client’s behalf. Incoming email messages can be setup to generate a new incident.

The support manager can monitor and track all incidents from the Help Desk desktop. It gives instant insight to the incident’s status, priorities, and assigned support representatives. It helps you manage your support team and the quality of your customer support service.

Each incident is based on an incident template. Templates hold the default values for all data that is being displayed on the incident form. When using templates your support staff can quickly and easily create new incidents, and incidents created by your customers can be assigned to a proper support group that is selected in the template.

Incidents are searchable from the desktop view or from the Advanced Search popup. The search engine will look for the keywords in incident title and in complete incident conversation history. You can also perform searches using an incident’s ID number.

Email notifications are sent when an incident has been updated. When setting the notifications, you choose who will receive a notification on a certain incident event (creation, reassignment of the support group and similar). You also choose which status change will be communicated to which persons or groups.

With a powerful integration module, LogFinity makes PBX integration simple by using SMDR ports. When LogFinity is connected to the trunk line, it can capture additional information from the PBX, such as the extension.

Each change made on an incident is tracked. The Help Desk software allows you to easily browse each incident history and preview the changes that were made.

Incidents can assigned to a group of support representatives or to one support representative. Each incident can be reassigned later to another group or a representative. A notification is sent every time an incident is reassigned.

Each incident is given a priority. Priorities are visualized as colored arrow icons on the Help Desk desktop so that you can easily find incidents with top priorities. Incident priority will increase automatically based on your service level settings.

Easily create tasks and assign them to users inside the system. Each work order can be related to an underlying incident and assigned to a particular group or individual user in the system. For each work order you can track time and record its full history including all the changes made by users.

Telefinity Help Desk can track an email address and convert incoming email messages as help desk incidents. The intelligent routines will determine the reason why this email is being sent: for new email message a new incident will be created, while replies will be recognized as a part of the existing incident.

The chart is generated for each report. By choosing a time period you can isolate a particular time frame for reporting. By using trend charts you can forecast the changes on your help desk support.

• Registered Incidents Over Time
• Open Incidents
• Number of Incidents In Open State Over Time
• Services By Number of Registered Incidents
• Business Units By Number Of Registered Incidents
• Service Users By Number Of Registered Incidents

• Incidents In Open State By Duration Time
• Closed Incidents Over Time
• Incidents By Number of Contacts
• Incident Categories By Number Of Registered

• Group By Number Of Incidents
• Group By Average Time To Start Working On An Incident
• Group By Average Incident Completion Time
• Average Time Incident Spent In Progress Status
• Support Representatives By Number Of Completed Incident.

• Closure Classifications By Number Of Closed Incidents
• Incident Origins By Number Of Registered Incidents

Define custom notifications rules for each service level. This allows you to define groups of users to be notified on certain events for each service level. You can manage the service from the service level management screen by modifying Services, Service Levels, Service Level Agreements according to your specific needs.

For each Service Level you can set the hours of operation in your help desk. This feature allows you to set the “working hours” of the help desk support for the SLA in one week. You can also add annual holidays. Incidents that are created using a service level will only be escalated during working hours.

TeleFinity Help Desk comes with integrated Scheduler service that monitors your incidents and escalates them in appropriate time. When an incident reaches escalation time the Scheduler service will increase its priority and send the notification to selected group of users. Priority escalation time can be customized for each service level, as well as the set of notifications for your supporters and personnel.

Using Active Directory integration you can import your users from the Active Directory. Once you import your accounts with the Active Directory TeleFinity Help Desk software will be able to detect your user profile and you will be logged automatically using NTLM.

If you have the user accounts stored in a file you can easily import them to TeleFinity Help Desk database. The import procedure also allows you to map and customize the data from your file while it is being imported to database.

Using roles in Telefinity Help Desk software, you can allocate permissions among your staff. A certain role is set to see only some or all Help Desk elements (e.g. Administration Desktop) or to access certain incident templates and work order templates.

Easily create tasks and assign them to users inside the system. Each work order can be related to an underlying incident and assigned to a particular group or individual user in the system. For each work order you can track time and record its full history including all the changes made by users.

Administrator can choose from various modes of email automation. Modes allow you to set the level of automation you want to use. You can choose whether your emails will be converted to incidents automatically or the system will only receive emails and your staff will do the conversion of the selected incidents manually.

To prevent SPAM you can add certain email addresses or whole domains to blocked lists. The email automation will disregard these emails and junk email will not be added as Incident.

In appropriate email automation mode all new users (whose email is not in help desk database) will be registered as new users of your Help Desk.

To keep the knowledge structured, organized and served for seamless self use by the customers, TeleFinity Help Desk integrates with the knowledge base. You can create new knowledge base entries based on resolved incidents. With one click you can create a new knowledge base article. The researches show great savings within the help desk support due to increased use of the knowledge base by the customers gain access to the necessary information easily and fast.

It gives the ability to easily browse your contents. It is easy to use and navigate. The customers will have no difficulties in finding solutions for their issues.

The new editor allows you to format and design you knowledge base articles with ease. It supports numerous visual elements including adding images to your web server. It also supports content copying from your web browser or your text editor (e.g. MS Word).

With a few clicks you can copy content from MS Word into the knowledge base. It also supports content copying from your web browser or any other windows application. This feature helps you enhance the knowledge you can provide to your customers for the self use.

The new editor allows you to format and design you knowledge base articles with ease. It supports numerous visual elements including adding images to your web server. It also supports content copying from your web browser or your text editor (e.g. MS Word).

Your help desk and staff performances are monitored through various reports. The reports are rendered immediately, giving the real time results. You can also analyze history data to plan your resources and improve further help desk support achievements.

Support personnel can be grouped by their skill level into different groups. Incidents are to be assigned to a certain group or a single support representative.