Task Management
This adds the ability to add one or more tasks that can be linked to an inquiry or to create tasks that are only linked by user and not inquiry. Ability for user to examine tasks in various ways, both as a user, per inquiry, per status or priority, or by due date.

iForms
We'll provide an easy way to extract information from web forms that can easily "form fill" information into your inquiry from the posted forms arriving via email. We will provide several web form templates that you can use as examples in building your own personal web forms for "user inquiry submission".

Inquiry Workflow
Work Flow allows you to predefine actions that you want to take upon the occurrence of certain activities. In the case of HelpDesk, these events are "Inquiry Creation", "Inquiry Completion", "Inquiry Reopen", and "Inquiry Open and Close in One Call". Here are the actions that you will be able to define in the initial implementation of 'work flow'.

Flexible Tab Design
First, we are allowing you to resequence the tabs in any order that you like. All tabs are available for sequencing. Secondly, the center view tabs, which are limited to three tabs currently (often mapped to and showing contact manager fields), can now be expanded to more than three if desired. Also, each tab will no longer be limited to 14 fields. A built in forms design tool will allow you to place and add more than the 14 fields currently available on each tab.

My HelpDesk
My HelpDesk is a "new way to start your HelpDesk day". My HelpDesk gives you a 'starting point' and a personal view of your HelpDesk world. Easily view individual inquiry statistics, analyze open inquiries by department or by company or priorities by department or company. View last inquiries opened, known issues added, knowledgebase items added, reminders, manage a personal launch pad, and go directly into desired inquiries.

Inquiry Tracking
Every call is tracked from initial inquiry to problem resolution. Inquiry history makes it easy to reopen an already closed inquiry. HelpDesk can detect if the inquiry's subject already exists and eliminate duplication and additional effort by your support staff. Quick find feature speeds contact look-up. Open inquiries stay on screen until finished. System tracks number of inquiries opened and closed each day.

Hot Tips Knowledgebase
Hot Tips knowledgebase base may use either Rich Text or HTML documents, located on a local hard drive, a company's intranet, or on the Web.  Using HTML also means that you can implement branch scripting via hyper links within HTML documents.  You will have the ability to view and attach any Windows files via the internet email module.   Have your clients using and/or sharing the same HTML hot tips as you use internally.

A proprietary search algorithm finds help files from the natural language description of the problem. Help files can be read by the operator, or emailed to the caller with only a few keystrokes. Email both text and graphic files. Don't answer the same questions over and over.  Solutions are just a click away!