New Quality of HelpDesk in Axence nVision
Axence nVision 8.5 introduces a renewed HelpDesk module with automation, tickets updated in real time and plenty other interesting functions and improvements.
Functional, Intuitive, and User Friendly
Just like its predecessor, the new HelpDesk module is accessible from a web browser. In response to the growing mobility of administrators, it can be used from anywhere in the world, including on the tablet, which is one of the new features of this version. The interface has been made from scratch in order to maximize intuitiveness and clearness. Among other things, it features better organization of content, uniformity of coordination solutions, and complete redesign of existing features. Use is made easy with several features, including drag & drop (for priority management) and the WYSIWYG editor (tickets/comments/articles). The application was created based on the existing logic of the HelpDesk system, which ensures compatibility with previous versions.
The evolution of the HelpDesk module portends a change in the Axence philosophy towards creating applications. By releasing its new installment, we have shown that we are still oriented towards the constant development of Axence nVision - says Grzegorz Oleksy, Axence CEO.
New Features and Improvements
We have added a host of new features to the HelpDesk module, and improved those that were previously available. The ticket system has been completely redesigned. The purpose of the changes was to shorten the reaction time of support staff to reported problems. The interface is based on a filtered list with elements supporting work on registered events. Among new features is a quick preview of the ticket in the vertical side panel to the right of the interface. Also new is a detailed ticket search engine, written from scratch. It is worth noting that both information updates and individual views of tickets are updated in real time.
Automation in Axence nVision 8.5 is flexible: it enables creation of individual rules for different scenarios that may occur during work with tickets. It saves time not only for support staff, but also for those reporting problems. Its configuration is very simple thanks to a wizard containing over 100 variants of predefined conditions and actions. Assigning tickets to appropriate categories based on keyword recognition, generating responses in threads that refer back to articles in the knowledge base, and changing status after appropriate user action are just a few examples of tasks that can be automated. To further facilitate work with the new tool, some basic automation templates have been made available at the start, and can be activated by the administrator. Addition of more such templates is planned for coming versions of the program.
Source: http://www.prweb.com/releases/2016/04/prweb13321108.htm