Index

IT Support Desk

dHelp is an IT Support Desk System for Lotus Domino / Notes.

dHelp can assist at all stages of the IT support requests lifecycle:- from lodgment, receipt and assignment through to resolution or closure of the request. dHelp is highly configurable; IT Managers can fit the application around their organisations IT support methodology; whether that be a centralised model based around an IT call centre, or a distributed model where IT users frame and lodge their own requests.

dHelp makes use of Lotus Notes core capabilities for coordination and collaboration; dHelp is email enabled and provides a range of views, so from lodgment to resolution the IT team and its client (user) are “in the loop” on just what is happening.

dHelp features and offerings include;

Users can go online and lodge support requests (for themselves or on behalf of another user); they can check, and where required query via email the status of their requests; they can reopen requests and provide feedback on the quality of their support experience. Exactly what the user can and cant do in dHelp is configurable!
IT Team Technicians can prioritise and assign inbound requests; parallel to this they can themselves be assigned requests; they can record activities against requests; they can provide feedback (email) to the client on the status of the request; they can terminate the request to a state of either “Solved” or Closed”.
IT Managers can quickly ascertain either via email alerts or through the range of available views their IT support issues! As easily, they can see where their IT support team resources are being absorbed and their IT infrastructure is being challenged.
Support Requests are prioritised and categorised. Both the client and the technician can set priority levels. Priority levels, the service standards associated with priority levels and request (task) categories are configurable and can be set by the application administrator.
dHelp logs key activities for each request.
Support requests in dHelp can include asset information. An optional asset module (dAsset) enables the asset data to be populated automatically based on the request client.
dHelp presents request data through a range of views! The dHelp data structures are simple and the available views can be complemented with reports via tools such as Crystal Reports.
dHelp can be configured to issue a range of email alerts. For example when specific (high) priority requests are lodged; or, when a request of an assigned priority is not actioned in accordance with defined service standards/parameters.
dHelp can be used to record and manage System Outages and Systems Change Requests.
As requests are lodged and resolved, dHelp evolves as a knowledgebase:- supporting organisational IT usage. Full text indexed it can be used by clients and technicians searching for answers.
dHelp is cost effective and it enhances the investment that the organisation has already made in Lotus Domino/Notes.

		IT Support Desk dHelp is an IT Support Desk System for Lotus Domino / Notes. dHelp can assist at all stages of the IT support requests lifecycle:- from lodgment, receipt and assignment through to resolution or closure of the request. dHelp is highly configurable; IT Managers can fit the application around their organisations IT support methodology; whether that be a centralised model based around an IT call centre, or a distributed model where IT users frame and lodge their own requests. dHelp makes use of Lotus Notes core capabilities for coordination and collaboration; dHelp is email enabled and provides a range of views, so from lodgment to resolution the IT team and its client (user) are “in the loop” on just what is happening. dHelp features and offerings include; Users can go online and lodge support requests (for themselves or on behalf of another user); they can check, and where required query via email the status of their requests; they can reopen requests and provide feedback on the quality of their support experience. Exactly what the user can and cant do in dHelp is configurable! IT Team Technicians can prioritise and assign inbound requests; parallel to this they can themselves be assigned requests; they can record activities against requests; they can provide feedback (email) to the client on the status of the request; they can terminate the request to a state of either “Solved” or Closed”. IT Managers can quickly ascertain either via email alerts or through the range of available views their IT support issues! As easily, they can see where their IT support team resources are being absorbed and their IT infrastructure is being challenged. Support Requests are prioritised and categorised. Both the client and the technician can set priority levels. Priority levels, the service standards associated with priority levels and request (task) categories are configurable and can be set by the application administrator. dHelp logs key activities for each request. Support requests in dHelp can include asset information. An optional asset module (dAsset) enables the asset data to be populated automatically based on the request client. dHelp presents request data through a range of views! The dHelp data structures are simple and the available views can be complemented with reports via tools such as Crystal Reports. dHelp can be configured to issue a range of email alerts. For example when specific (high) priority requests are lodged; or, when a request of an assigned priority is not actioned in accordance with defined service standards/parameters. dHelp can be used to record and manage System Outages and Systems Change Requests. As requests are lodged and resolved, dHelp evolves as a knowledgebase:- supporting organisational IT usage. Full text indexed it can be used by clients and technicians searching for answers. dHelp is cost effective and it enhances the investment that the organisation has already made in Lotus Domino/Notes.