service desk max2014 - john bennett

MAX ServiceDesk

John Bennett, Product Director

GFI MAX ServiceDesk

» MAX ServiceDesk Introduction

» Updates Since Launch

» Key Features

» Roadmap

» Demo

» Questions

ServiceDesk Introduction

Introduction

» Cloud Based» Manage Incoming Tickets » Track Time/Costs» Sites, Assets and Users Imported from RM» No local software to download or dependencies, other than a browser

» Available directly from RM» Multi-Channel Engagement

» RM Integration» Incoming Email» Self Service Portal» Social » We’re working on more….

» Full routing and ticket management» Reporting

New Features in 2014….

» Enhanced Reporting» New Dashboard Reporting» Updated Report Generator» Export to CSV, XLS» Time and Cost Reports» Organisation Specific Reports

» 2FA for Staff Agents

» Custom Time Billing Rates

» Non Time Based Costs

» Inventory

» Updated User Front-End Design

…..and

» SysTray Integration

» Knowledge Base Enhancements

» Scheduled Tickets

» Exports

» Third Party Integration» QuickBooks Online» QuickBooks Desktop (RC)

» Improved Notification Options

» Take Control direct from a Ticket

and over 50 minor enhancements

Key Features

Ticket Management

Multiple Sources» RM Integration, tickets automatically created and closed in

ServiceDesk» Self service front-end » Twitter» Incoming Email

Manage assignment, status, categorization

Flexible ticket queues

Time and Cost tracking

Alerting of new tickets and responses

Time and Cost Capabilities

» Custom Billing Rates» Organisation Rates» Staff Rates» Organisation Contracted Hours

Asset Integration

» Create Assets and import Sites and Devices from RM

» Associate tickets to assets , automatically via RM ticket creation and SysTray

» TakeControl direct from a Ticket

» Track tickets and volumes against specific assets or sites

Email Integration

» External Email Integration (POP/IMAP)

» MaxDesk Incoming Email Address

» Ticket Creation

» Automated routing for responses

» Attachment handling

Knowledge Base

» Customer Knowledge Base» Rich content, embed remote videos/images» Flexible permissions

• Client Specific Articles• Internal (staff) articles

» Export as PDF» Create Article from Response

Reporting Capabilities

Ticket Volumes» Assignment» Status» Response times» Time entries

Report Builder

Saved Reports

Scheduled Reports» Email based reporting

Organisation Summary

Revenue Reports

Time and Cost Reporting

Organisation Summary PDF Reports

» First Response Time» Ticket Raised» Users» Ticket Volume» Ticket Lists

Customize for Export

New Third Party Integrations

Investigating…

» QuickBooks Online» QuickBooks Desktop (RC)

» Sage One» MYOB / XERO

Additional Capabilities

» SysTray Integration

» 2FA

» Inventory Capabilities

» Scheduled Tickets

» SLA • Business Hours• Organisation or User Specific

Roadmap

What’s up next…

» Imports (CSV)» Ticket Rules Enhancements» Contract Enhancements (Time Rates, SLA Business Hours)» ServiceDesk Mobile» Calendar Capabilities» SAGE One » MYOB / XERO» Staff UI Improvements» RESTful API

» ServiceDesk Voice (PoC)

ServiceDesk Mobile

» Windows Mobile» Android» iOS

Installing ServiceDesk

Available within the RM Dashboard» Settings > PSA Integration» ServiceDesk

Your Feedback is Important!

Contacting Us» John.Bennett@gfi.com» In application feedback to the development team

Demo

Questions?

Conferences.gfimax.com/app

Thank You