|
|
Alexsys Team® Service Desk
Alexsys Team Web Based Customer Support
An affordable addition to Alexsys Team that permits you to
provide a fully interactive web-based customer support sites
that work seamlessly with Alexsys Team.
The Alexsys Team Service Desk users can self register with
their email address, submit new tickets, view their tickets, add
notes, view responses, and receive email notifications when
responses are added to their tickets. Alexsys Team Service Desk
is implemented using AJAX to provide superb performance and
maintain security.
Alexsys Team Service Desk Login Screen 
Alexsys Team Service Desk My Tickets Screen 
Alexsys Team Service Desk Submit New Ticket Screen 
Alexsys Team Service Desk Self Registration Screen
Key Features
- Self-Registration – Users can create a service
desk account using their email address as their user ID. A
confirmation is required and once validated they are granted
access to the service desk.
- Submit and View Tickets – Users can submit new
tickets and view their open tickets.
- Add Notes and attachments – Users can add notes
and attachments to existing tickets.
- View Responses – Users immediately see responses
entered in Alexsys Team. Alexsys Team work requests contain
special response notes that are viewable on the service
desk.
- Edit Profiles – Users can update their profile
information and reset their passwords.
- Browser Independent – Works with Internet
Explorer, FireFox, Opera, and Safari web browsers.
- Unlimited Service Desk Users – Create as many
Service Desks as required and there are limits or charges
based on number of Service Desks or Service Desk users.
Alexsys Team Integration
- Tickets are Work Requests - When a service desk
user submits a new ticked a new Team Work Request is created
using the specified request type. Alexsys Team users update,
respond, and close work requests and Team takes care of the
rest.
- Leverage the Power of Team - Since service desk
tickets are Alexsys Team work requests, you can use the
power of Team to automatically update fields with triggers,
send email notifications to Alexsys Team members or service
desk users, escalate, calculate, etc.
- Multiple Service Desks - Team can support
multiple services desks for different needs. Each Service
desk is configurable with a default request type, custom
numbering, new ticket defaults values, attachment security
and limits, and custom email templates for user
registration.
- Service Desk Users - Service Desk user
information is stored in a Team lookup table so they can be
monitored, viewed, or deactivated using Team.
- Response Notes - Team users can add a response
note to a work request and it is immediately displayed on
the service desk. All other Flags, Discuss, and notes remain
private and are viewable by Alexsys Team users but not shown
on the Service Desk.
Architecture
When delivered, Alexsys Team Service Desk works out of the
box. Simple changes can be made to alter the style sheets,
banners, form fields, and ticket lists so you can get started
right away.
The Alexsys Team Service Desk is implemented in two parts.
The first part is a support site consisting of web pages and
JavaScript. This can be tailored and adapted to match your web
site and needs.
The second part is our AJAX API and Service Oriented
Architecture (SOA), which are implemented using Team-Web.
Service Desk functions can be accessed from any state-of-the-art
server-side or client-side system like .NET, Ruby on Rails, PHP,
etc.
The AJAX API permits the full and interactive retrieval of
Team data for tickets and Team Lookup tables for display or to
create intelligent content and drop-downs.
- Fully Securable - The Service Desk has no direct
access to your file system or database. Only XML is sent to
and from Team. For maximum security, configure a dedicated
instance of Team-Web inside your firewall and use IIS Port
configuration, Host limiting and SSL.
- Custom Filters - Service Desk users can only view
their own tickets. In addition, each service desk can have
its own filter to further limit viewable tickets based on
age, status, or any other condition deemed appropriate.
- Superb Performance - Team service desk AJAX
requests have been fully optimized to deliver maximum
performance. We even permit multiple requests at one time to
further optimize performance.
- Dynamic Content Support - Dynamic content support
allows you to create an advanced and interactive experience
for your service desk users. Data can be retrieved from Team
Lookup Tables filtered and automatically formatted to
populate select drop-downs with one line of code.
Professional Services
The Alexsys Team service desk operates right out of the box.
Styles and JavaScript support routines make it easy for a web
developer to adapt and integrate the service desk into your web
site. In addition, we also offer professional services:
- Alexsys Team Configuration to create the Rules,
Triggers, Notifications, and Escalation required.
- Training and Consultation to assist your web developers.
- Web Development to completely implement your service
desk onto your web site.
We provide unlimited phone support for customers with
extended support. Training and Web Development can be provided
at an additional charge.
Requirements
| OS: |
Microsoft Windows XP, Windows 2003, Windows Vista or later with Internet Information Server (IIS). |
| Browser: |
IE 6, Firefox 2, Safari 3 or later. |
| Alexsys Team: |
Alexsys Team 2.9.1.1632 or later. |
| Alexsys Team-Web: |
Alexsys Team-Web must be configured but need not be
licensed. |
|
|
|
EULA Agreement