This post is part of a series on using the SAManage help desk software. Other posts in the series include Introducing Your New Help Desk, Working with Tickets, Personalizing Your End-User Support Portal, and Customizing Your Help Desk. Receive New Tickets Via Email Your users can now submit support request and tickets via email. The SAManage solution comes pre-configured with a unique email address for your help desk. Any email sent to that address will appear as a new ticket [...]

Providing your end users with some “self-service” capabilities can be a highly effective way to increase the efficiency of your help desk operations. Your new help desk software can be easily extended to your end users, allowing them to quickly submit their own support requests, and track the status of those incidents. Working with End Users Adding New End Users A new user account, complete with contact information and associated assets, will automatically be created [...]

This post is part of a series on using the new SAManage Help Desk Software. Other posts in the series include Introducing your new help desk, Working with tickets, Personalizing your end-user support portal, and Customizing your Help Desk. Maintaining Your Knowledge As your help desk technicians review and resolve support requests, they gather a lot of knowledge and lessons learned. This insight could include a procedure to most effectively resolve an incident, a workaround, a recommended [...]

Help desk software packages are designed to streamline, automate, and accelerate critical post-sales client support activities, and to enable companies to more efficiently support the IT environment its internal workforce relies on. By providing mechanisms for tracking tickets from the time they are opened, until they are addressed and closed, these powerful solutions optimize the productivity of help desk staff by enabling them to more effectively diagnose, monitor, and resolve customer and employee problems. As [...]

This post is part of a series on using the new SAManage Help Desk Software. Other posts in the series include Introducing your new help desk, Working with tickets, Personalizing your end-user support portal, and Customizing your help desk. Configure an Easy-to-Remember Address Your new help desk software allows you to create a private URL that will give your users access to the support center from any Web-enabled location. Clicking on SAManage Help Desk Setup will enable [...]

This post is part of a series on using the new SAManage Help Desk Software. Other posts in the series include Introducing your new help desk, Working with tickets, Personalizing your end-user support portal, and Customizing your Help Desk. Using the End-User Support Portal Your users will be submitting new tickets, and checking on ticket status, through your custom help desk portal, which you can brand with your company name, logo, and an easy-to-remember URL. All your [...]

This post is part of a series on using the new SAManage Help Desk Software. Other posts in the series include Introducing your new help desk, Working with tickets, Personalizing your end-user support portal, and Customizing your Help Desk. New tickets New help desk tickets are created when end-users submit support requests through the personalized support portal. These support requests become tickets in the organization’s help desk: Ticket Assignment Auto-assignment rules – depending on the help desk [...]

Your new help desk software is a click away! With no software to install or servers to provision, you can implement your new SAManage help desk in just a few clicks and immediately improve your service levels. Using the new help desk, IT help desk teams can receive support requests through a personalized support portal, distribute tickets among team members and associate tickets with assets (computers or software). By providing quick access to asset’s current hardware configuration and [...]

IT asset management solutions are powerful tools that deliver tremendous benefits, helping organizations to better track and control hardware, software, peripherals, and other technology components from the time they are purchased and deployed, until they are rendered obsolete and replaced. But, in order to most effectively manage an IT asset throughout its lifecycle, a company must also be able to monitor and analyze its entire history and all related events. This includes any problems reported [...]

SAManage Adds Help Desk Software to On-Demand IT Management Suite Integrated SaaS-based IT Asset Management and IT Service Management Helps Organizations Gain Control, Reduce Cost and Enhance Service SAManage, a leading provider of on-demand IT management software, today announced the addition of a Help Desk module to its integrated SaaS-based IT Management suite. Leveraging the software-as-a-service delivery model, SAManage customers can now take advantage of an integrated IT Help Desk at no additional costs. Using [...]