Help Desk Software Launch
Integrated SaaS-based IT Asset Management and IT Service Management Helps Organizations Gain Control, Reduce Cost and Enhance Service
SEATTLE, WA — May 21, 2009 — 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 the new module, IT help desk teams can receive support requests through a personalized portal, distribute the work load among team members and associate tickets with assets. By providing quick access to asset’s current hardware configuration and service history from a single IT management solution, organizations that use the SAManage solution can reduce the time it takes to resolve support requests and provide a better service to their users.
The new Help Desk module is the most recent addition to the SAManage IT Management Suite. SAManage provides secure, on-demand IT management services that help organizations simplify the management of IT assets, gain better control, reduce IT costs, eliminate risks and improve service levels. As IT departments at companies of all sizes are challenged to keep up with the growing risks brought about by a rapidly-expanding and increasingly diversified IT asset base, SAManage automates and simplifies the daily tasks associated with establishing IT governance, control and compliance. By delivering IT Management as an affordable on-line service, SAManage empowers companies of all sizes with capabilities that were previously available only to large companies.
“Help Desk is a critical IT function that is tightly integrated with Asset Management and has a huge impact on user satisfaction as well as on IT costs,” said SAManage CEO, Doron Gordon. “The addition of the help desk module to the SAManage IT Management Suite was driven by customer requests and represents an important milestone for the company as we deliver on our SaaS-based IT management vision.”
Key features of the new SAManage Help Desk module include:
Company Portal – Users can submit tickets via a personalized support page and log in to the portal to view real-time ticket status
Team Collaboration – IT help desk teams can view the entire group’s tickets and share workload with other team members
Knowledge Capture – Comments and resolutions can be added to each ticket to streamline issue resolution and maintain information repository
E-mail Integration – Email notifications on ticket creation, updates and new comments makes collaboration easier
Asset Service History – Tickets can be associated with assets for end-to-end tracking of asset service and repair history
Customized Support Flow – Ticket types and auto-assignment rules can be customized to optimize the support process
Pricing and Availability
SAManage IT Management suite is available immediately via the SAManage website at www.samanage.com SAManage Help Desk is included in the subscription service priced at $20 per computer/year with volume-based discounts available.
Samanage, the service success company, is the most reviewed and highest rated IT service desk solution. We are redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people. Samanage’s cloud-based employee service management platform is smart, easy to use, and inspires companies ranging from startups to global market leaders to simplify complex tasks and automate services across their entire organization. With more than 2,000 customers around the world in a variety of vertical markets, our software can be tailored to meet specific service needs.