service desk max2014 - john bennett
DESCRIPTION
GFI MAX ServiceDesk provides MSPs with the ability to deliver a superior customer service whilst boosting productivity. A powerful helpdesk tool that streamlines your support processes and helps solve customer problems quicker - leaving you to focus on running your business, not your support team. There is no need for substantial investment, never-ending and expensive upkeep. Change your model for helpdesk support and see benefits in customer experience, hitting SLA targets and operational processes. This technical session will explore: Using ServiceDesk Integrations with other MAX Products Export to QBTRANSCRIPT
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» [email protected]» In application feedback to the development team
Demo
Questions?
Conferences.gfimax.com/app
Thank You