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SupportDesk
SupportDesk is a service desk software tool for both internal business use and for supporting external customer bases.〔(), Network Computing Magazine ,Vol 16, Issue 5 - September/October 2007.〕 It offers a set of tools for IT support staff and help desk engineers, allowing them to log and categorise calls, assign tasks, monitor progress and track purchase orders.〔 It has an open design which can be extended. 〔(), Smacl, CNet, September 23, 2005 Version: House-on-the-Hill SupportDesk 2003.16b.〕
==Functionality==
The software is used to log calls or tickets reported by the customers or employees of a company. Analysts can create tickets for incidents, problems and change requests, 〔 and once the call has been raised, the assignee receives an email advising of the call’s details and actions that need to be taken. This can be progressed, with the ability to add further information about the solution and can be marked as resolved or closed.〔 Fields can be automatically populated and the QuickCalls feature allows for tickets to be raised swiftly for commonly occurring call types. 〔
Company details are configured first, after which various users can be added and assigned functions and login permissions: Supervisors maintain full access whereas analysts may only enter call information.〔 A ‘folder’ list makes for quick and straight forward navigation around the system and automatic notifications for companies or customers for different stages of a call offer alerts for help desk agents and consultants.〔(), Ward, Janice, Tech Republic, May 30, 2001, 7:00am.〕
抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』
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