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PayDox HelpDesk

Product
The name of the base system (platform): PayDox Electronic document management system and business process managements
Developers: Paybot
Last Release Date: January, 2012
Branches: Information technologies
Technology: ITSM - Management systems for IT service,  EDMS

In January, 2012 the Paybot company announced release of the new version of PayDox HelpDesk intended for implementation of technical support.

The functionality of PayDox HelpDesk is implemented as one of system configurations of electronic document management and management of joint work of PayDox and completely integrated with a management subsystem tasks of PayDox Case Management and electronic document management.

In upgraded version of PayDox HelpDesk the AJAX technology is actively used that the thin web client for full-function management allows to use effectively and to browse on one web page any number of incidents (requests for technical support) without reset of the page.

The organizations using PayDox HelpDesk can give an online technical support service to both the employees, and external customers.

PayDox HelpDesk can be used as for simple technical support services of users (order taking for fault recovery of the equipment or errors of functioning of the software), and rather difficult service of technical support, for example, for technical support of an implementation project of SAP R/3 or other ERP system.

Participants of service of technical support are the serviced users, consultants of PayDox HelpDesk performing technical support and the administrators of PayDox HelpDesk performing distribution of the arriving requests for technical support and control of execution.

A system allows to perform several methods of distribution of the arriving requests for technical support:

  • automatic distribution by any set algorithm;
  • manual at which the consultants of PayDox HelpDesk performing technical support browse the list of unallotted requests for technical support and appoint them to themselves a one click of the button;
  • manual at which administrators of PayDox HelpDesk can appoint the arrived requests for technical support to certain consultants or redistribute already appointed requests.

The PayDox HelpDesk configuration allows:

  • perform acceptance of requests of users with descriptions of the arising incidents (problems);
  • perform distribution (routing) and redistribution of incidents to groups of the consultants responsible for the solution of the corresponding incidents;
  • perform maintaining reference books of the serviced users, consultants and administrators of PayDox HelpDesk, divisions, etc.;
  • perform appointment and reassignment of executives in charge for the solution of an incident;
  • publish the solved incidents in the knowledge base.

Use of PayDox HelpDesk is possible practically without any labor-consuming initial setup of a system and without programming.

The functionality of PayDox HelpDesk is included in the free version of PayDox Team — to download this version from the website PayDox enough and to set on the computer.