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What is it? TSHD is a software program that allows a company to manage: Customer Service, Sales and Support, Tech Support, Call Tracking, Knowledge Base Versions TSHD may be run in several modes. Both modes perform almost the same except for how they access the contact manager of choice. The modes are: Stand Alone mode, which includes a powerful and customizable built in contact manager, or Interface to ACT! mode, which will read and write to ACT! and share its contact manager data. Tech Stuff TSHD is an executable program that runs on it s own (except for the ACT! add-on version). It may be run over a network or over the Internet using remote access software, such as GO-Global (ask us about GO- Global). Licensing is very simple and is based on how many Users you need to use the program concurrently.
How the slideshow works To give you an idea of how TSHD works, we will use the day in the life scenario that will show how the program might typically be used in a support call. For demo purposes, we will use the Stand Alone version of HelpDesk. Of course, there are many ways TSHD may be used. This is only one of many. Our day in the life scenario Sue is the first line support person who takes calls for ACME company. It is her job answer the phone, identify the caller (or if new, add them), determine if the caller s issue is new or existing, and then start the call. Using several powerful built- in tools, she will attempt to satisfy the caller s issue on first call. If she cannot resolve on first call, then she can refer the call to another help desk user or department. Of course the program has many more scenarios and tools and we invite you to either download and try a live demo (we ll even help you install it on your system for free) or we also offer a free one on one online demonstration. Let s get started
This is the Current Inquiry view. This is a list of inquiries that are unresolved. The list is highly customizable and shows a lot of information for each open inquiry. Inquiries have colors which represent user defined priority types. Priorities may also be auto escalated with ability to send email to users based on priority. All inquiries have a owner, which may be an individual or department. Others can also work on an inquiry, but the owner retains the primary responsibility. This list may show all inquiries for all helpdesk users or just the issues for the current inquiry owner, or can show by department by changing the display drop box as shown.
So, let s jump into our example. Leonard, from the company Resources for Life is on the phone and has a problem using your software. One way to handle this is via the New Inquiry Search as shown above (red arrow). Our job is to determine what company Leonard is calling from, and then determine is he calling regarding an existing issue, a past issue, or a new issue. So we click on the New Inquiry Search icon in the upper left corner. This will bring up the following screen:
New Inquiry Search We enter resource in the search box and see a list of all companies that meet the search criteria (contains or equal to). These companies are from the built in contacts manager (or from ACT!). We see Leonard s company listed and highlight it. On clicking that record, we see some additional tabs appear (next to the search tab). See next screen. TIP: for best results be more descriptive with your search value
The fact that there is now a tab called current means there is one or more already open inquiries. Clicking on that current tab will let us peek into all already open inquiries, and if desired, open a current inquiry and proceed from there. TIP: Eliminate duplicate inquiries by checking Current & History. Giving you the option to open an existing inquiry or reopen history inquiry. Likewise, we can easily scan and peek into already closed inquiries and if desired, reopen them and proceed from there.
Once we find the company we want, if the caller is not the same as the one in the contact display, we can quickly click on the Name drop down box to see if there any other contacts from this company that may have called in before. If found, we can pull their info into the inquiry without having to ask and collect it again. We click on Create New Inquiry to start a new ticket.
This is the Open Inquiry Screen. This highlighted area is the demographics. Regarding this open inquiry only, who do we contact and how do we reach them? Change as necessary. A number of the fields are automatically populated from the contact file. We can change just about every field in this section. TIP: Changing the company name will still remain associated with the original company. This is a great way to track if another company such as IT calling on behalf of your customer. Changes here stay with the inquiry and do not update the contact manager.
This section contains headline data of the inquiry. You can add. category and product (pick from a pre-defined customized list). A short key word description of the issue.. Pick a status and priority (or accept defaults). Enter a due by date if desired. TIP: Creating a list box for Description is a great way to obtain accurate reporting based on reason for call.
This section contains information on how long the ticket has been open, (date duration) and how much time the inquiry has been worked on. We can track this because the open inquiry has a running time clock (lower right corner). Time tracking is one of the more important and useful parts of TSHD. TSHD keeps very detailed information about an inquiry.
This section contains the two notepads Original Problem Notes, and Resolution Notes As the caller tells you details about their issue, those would be entered in the original problem notepad. As the inquiry is worked on, one can add resolution notes about everything that is done in the inquiry. All entries are datetime-user stamped.
Center View Tabs These tabs are highly customizable. You can create your own tabs and fields as desired. You can also map fields from your contacts database (even ACT!) which can be updated back to the contacts database in real-time (depending on configuration) TIP: Using ACT!, create a custom MEMO field in ACT! and map to center view to update notes back to ACT! You can even create a button to insert date stamp. Some mapped fields may be configured as read-only to help provide additional information about the caller.
Center View Tabs You can create as many tabs as you like and define what fields will be displayed and how the screen will look. Other fields are special purpose. Some of these are: Links: provides a list of inbound / outbound email and other documents Time Logs: a detail of each time the ticked is worked on History: a list of all previous inquiries that are now closed for this contact.
Center View Tabs The highlighted section contains some of the basic tools we ll use in TSHD. You will see in a moment how they are used. But from here, we can lookup known issues, search our knowledgebase, and send out e-mails.
Known Issues Many companies maintain a known issues (bug) database. This is a list of known problems, issues, or situations. These known issues have been reported and are kept in a database until they are fixed. If we could access this database and know quickly that the problem the caller is calling about is already known. we could quickly inform the customer and not spin wheels re-discovering an already known problem.
Known Issues In trying to resolve this issue, one of the first things I would check is the known issues database. Click on the Known Issues tab as shown here.
Known Issues Here we see a list of known issues. They can easily be organized by product and category, status, and type. Using a powerful built in search engine, we can easily ask it to display all issues containing the word drag (from drag n drop in the description). We can filter the list in many different ways to quickly see if there are one or more issues that may pertain to the caller s problem.
Known Issues Performing the search from the inquiry, we see that there is one result matching our search criteria we used. We double click on the record to view the Known Issue details record. (see next screen)
Known Issues Here we see the issue detail which includes lots of information. Some of these are: Status, priority, first reported date, estimated fix date, version information. There are also user defined notepads that may be used both to report problems as well as serve engineers that may work on fixing this issue. You can easily link the caller s inquiry ticket to the known issue so that when the issue is resolved, you can send a custom email to each and every customer that is affected by this issue.
Hot Tips: Another tool that is the most widely used to quickly resolve issues is the Hot Tips Knowledgebase. Clicking on Hot Tip button brings you to the initial Hot Tips page. TIP: A good Hot Tips Knowledgebase can save your staff hours of research. And in turn, provide fast solutions and answers to your customers by phone or email.
A Hot Tips search: The inquiry description is used as the default search. You can easily key in your own search text. Here our search found a number of results with one or more matching keywords. Notice that they are ranked by the number of matching keywords. We can tag one or more Hot Tips that we want to use or send out via email. If there are attachments, we could easily tag those as well.
Hot tips is made of the following fields: Key Words: assign as many key words to a Hot Tip as you like. Memo Area: This is the actual hot tip itself. It is made up with rich text and may be formatted accordingly. The Hot Tips feature is very powerful and makes for fast resolution of issues. It makes it easy for your staff to have answers at their fingertips. Hot tips can easily be put on-line for your customers to use. Attachments: You may have one or more attachments assigned to the Hot Tip. These can be any file type and will be available to be emailed along with the Hot Tip text if desired.
The caller is asking if I can also send him this information so he can share with other staff members. We tag one or more Hot Tips that we will email to the caller. TIP: Hot Tips is the answer to Customer Self-Help. Ask us out Hot Tips Publisher! From finding Q&A, Problems & Resolutions and even Sales Information.
Outbound E-mail: Now that we have found a possible answer, we want to send an email to the user with attached (one or more) Hot Tips. To do this, we click on the E-mail button. Note: TSHD also includes inbound email (not shown in this presentation). This allows inbound emails from users or web forms to easily connect to existing or start new inquiries with email attached.
E-mail Form We are using a template that includes data from the inquiry. Our tagged Hot Tip is linked at the bottom and will be sent as a PDF attachment. All Hot Tips selected will be attached. This is our default template but you may select from many user defined email templates as desired. TIP: You can create your own Custom Templates and Signatures adding your own business look and feel. Also great for E-marketing, Sales and Surveys. Just ask us how we do it. Let briefly go over some of the key elements of the Email form.
E-mail The Send As field has a drop down selection. Depending on your configuration, you can select a different SMTP (out bound) Email account to send from (or just use the default). Every Users will have a default unique Email account associated with their logon. TIP: Configuring Multiple SMTP accounts is a great way to send out information, such as a Survey and the reply should go to another email and not you. Simply drop down and select alternate Email.
E-mail Recipient by default is the Email address from the inquiry. You can manually add additional emails by using the ; separator and/or CC s and BCC s. The Subject also defaults from the inquiry along with a custom parameter we configured to include the Inquiry Number. TIP: Configure your Subject line to include the Inquiry # for quick linking with Emails. You can also include Company Name, Description and Contact Name. Just ask and we will show you You can see how quickly you can have a possible answer sent to your caller.
E-Mail These address books contains your USERS associated with TSHD. If you need to send an email to someone other than the customer, simply remove and select from your address book. Sending E-Mail To send the email, click Send TIP: Keeping all staff members in your TSHD USERS database, even if they are not USERS in the system is a great way to never loose communication on important issues.
The Links Tab Besides tracking Time, TSHD also tracks and links both outbound and inbound email to each inquiry. Here you see on the Links tab that we have sent an outbound email to the customer. You can even open, read details, and view attachments so that you are very well informed on all actions taken on behalf of this inquiry. TIP: NOTES tab above is actually an additional custom memo field from our Stand Alone. Not the same field as Contact Notes.
Now that we have sent our Email, we are brought back to the Open Inquiry. Here we can finish up with notes. Resolution Notes are part of the inquiry. Contact Notes (if you are Stand Alone) write back to the Contact Notes field. Depending on your security rights, you can also update fields from the center view tabs.
Where do we go from here? We can make several choices on how to continue. If we would like to follow up with the caller in a few days, we can click the OK button. This will close the inquiry but place it into our Current queue. This indicates we are not finished with this inquiry. TIP: Inquiries in the CURRENT queue are still flagged as open inquiries regardless of the Inq Status you enter.
If I was unable to provide a solution for our caller, I could have also used the REFER option. This displays a list of all configured Users and Departments. Red = User not logged in Green = User logged in You can change the Priority of the inquiry if you feel this needs to be escalated to a higher level of urgency. TIP: Notify by Email helps to give the User a heads up that an inquiry needs their attention.
You have resolved the issue. We have completed everything that needs to be done and the caller is satisfied with resolution, we can click the Finish button. The inquiry will now be placed into the History queue for future reference. TIP: Inquiries in History can be re-opened if needed instead of starting a new inquiry of the same description.
You may have noticed through the slide presentation the timer at the bottom of the open inquiry. Every inquiry will have a timer. Regardless if your billing time or not, the timer keeps track of how much time the inquiry has been worked on. Depending on your User rights, you can start/stop the timer. TIP: Built in Reports can help you see Who / What / Where time is being spent with our staff.
Once we close, refer, or finish an inquiry, we are automatically brought back to the main Current Inquiry queue. You have seen a short example of a typical inquiry process. Tele-Support HelpDesk can do so much more! From Sales Staff, Marketing Staff to Support Staff. If you don t keep track of your customers, someone else will!
Thank you for your time and interest. We would be happy to further explore how Tele-Support HelpDesk can be an asset to your company. Contact our office for a One-on-One live demonstration. FREE installation assistance for our full featured DEMO VERSION. RESOURCE DYNAMICS, INC. St. Pete Beach, FL 727-367-1020 CUSTOMER SERVICE - SALES CustomerService@Resource-Dynamics.com 727-367-5457 CUSTOMER SERVICE - SUPPORT Support@Resource-Dynamics.com Check out our other slide shows unique to built in features like Contact Tracking, RMA, Work Flow, Task Manager and more www.resource-dynamics.com