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 Login Screen

Alexsys Team Service Desk My Tickets Screen

Alexsys Team Service Desk My Tickets Screen

Alexsys Team Service Desk Submit New Ticket Screen

Alexsys Team Service Desk Submit New Ticket Screen

Alexsys Team Service Desk Self Registration 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.

 

 

 

 

 

Alexsys Team Service Desk Demonstration

 

 

Alexsys Team Service Desk Data Sheet in PDF Format