pinPoint Help Desk Management
(Click here for a 30 Day Trial)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 











pinPoint Help Desk Management
is a software tool designed to reduce the confusion generally associated with trouble-tickets and work order requests. Tickets are created, recorded and emailed throughout the entire work-flow process from 'Open' to 'Closed'. "Pinpoint" the inevidible daily problems that all businesses have with a consolidated way of responding to and resolving issues related to tech support, maintenance requests and housekeeping requests. For more information or to request a 30 day demo, please click the link below.

pinPoint Help Desk Management 2005 Jamison Development Solutions

Login Screen

A secure user login requires the user and technical support personnel to authenticate before using the software. This user authentication will allow the application to store all the pertinent information related to the currently signed-on user such as email address, location, phone number, etc.

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User Workspace

The User Workspace is the default screen the end-user sees once logged in. This screen displays the user's ticket history. All of the user functions can be accessed from this screen. You can submit new ticket requests, view any ticket request that you submitted, the Support personnel responses and much more. Each ticket can also be printed with all correspondences included with date stamps.

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New Ticket Request

Use this screen to submit a new ticket request. The screen allows you to input relative information regarding your request such as urgency level, the user's current location, ticket classification and file attachments if applicable. Once processed,
a database file is updated and an email containing the contents of the request are emailed to the appropriate technician. A copy is also sent to the user who submitted the request. NOTE: pinPoint can also be configured to send a text message to one or more cellular phones or pagers in the event of an "Emergency" user request!

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Reply to Ticket (End-User)

Once a ticket is submitted, you will be able to access any responses from the Support team. In addition, you will be able to respond to these ticket updates as well. In this area you can send and/or receive attachments as well. Each response that gets submitted will also create an update to the database and an email will be sent to the appropriate party.

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Support Technician Workspace

The Support Technician Workspace is the default screen the support tech sees once logged in. This screen displays all end-user tickets that are currently in your Inbox. All of the support tech functions can be accessed from this screen. You can upload user help files (Knowledge Base files), manage user accounts, re-assign tickets to different support techs and much more. Each ticket can also be printed with all correspondences included with date stamps.

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Reply to End-User's Ticket

When someone submits a ticket request, you will be able to access the details of that request and generate any responses from the Support team. In this area you can send and/or receive attachments as well. Each response that gets processed will also create an update to the database and an email will be sent to the user that submitted the request. You also have the ability to "Re-Assign" a ticket to another Support Tech. When a ticket has been successfully resolved, the ticket can be "Closed" from this screen.

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Knowledge Base File Upload (Tech)

This area of the application allows the
Support Tech team to upload informational files for the End-Users to have access to. These files could be anything from company forms to a list of frequesntly-asked-questions and answers.


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Knowledge Base (End-User)

This screen is accessible from the both the User Workspace as well as the Tech Workspace. Files contained in this area can be opened and viewed. These files could be anything from standard company forms to a list of frequesntly asked questions and answers.

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Ticket Details Report

This is an example of the Ticket Details report. The report displays the information about the original request and any and all responses that are linked to the original request.

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Auto-generated Email Message


This is an example of the auto-generated email message that gets created everytime a new ticket request is generated and each response that's submitted.

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