Service Desk (optional module) Trouble Tickets By sending trouble tickets, users can alert the administrator or the help desk about anomalies they discover on their machines. Each ticket is a short text message sent by a user and stored in a database, and can be subsequently checked by the administrator.
Owner and category customization You can create as many owners and categories as you want and link owners and categories. So you will be able to manage tickets efficiently by classifying them and assigning tasks to the proper operator. Example: Problem: users are sending trouble tickets about problems of many different kinds. Solution: the administrator creates several different categories, so that users can directly select one when sending a ticket. In this way tickets can be classified and referred to the proper owners for quick action. Email tracking Email feedback can be sent to your users about their tickets status, and owners can be notified when new tickets are created. Example: one of your users sends a ticket about her printer not working. The relevant owners (e.g. hardware technicians) will be notified by email or SMS about the problem, and they will be able to take charge of the problem, log details about it, and let the user know that help is coming. Status management Each ticket is assigned a status showing its situation (like unassigned, open, working, finished, etc.) Each ticket's status can be updated as it is processed. You can use HealthMonitor pre-defined statuses or change them, so that you can build a customized ticket workflow suiting your needs. Levels management HealthMonitor allows for a two-level support team. Ticket are first sent to first level operators. If they are unable to act on a ticket them, they can refer it to the second level help for a more qualified support. Web ticketing HealthMonitor provides a separate website in which users can check their tickets' status, add comments and attachments, and send new tickets. This will allow easy access to support for your users, without having to grant them access to the main HealthMonitor interface. ITIL compliance Tickets are classified according to "opening mode" and categories like "Incident", "Problem", "Change" and so on, in compliance with ITIL specifications.
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