For more than 10 years, HEAT has been the worldwide standard for
service and support software. Customers and analysts alike agree
that HEAT is the most comprehensive suite of help desk software
available on the market today. In fact, HEAT has received the
Users Choice Award for the third consecutive year.
Let HEAT® Service & Support and our line of Simply Powerful
add-on modules help you gain control of your service and support
issues. Best of all, HEAT 6.4 is easy-to-use, highly
customizable and affordable!
Key Features
- HEAT Quick Start Wizard
Tailors the system to your
business environment quickly and easily.
- Call Logging
Provides all the tools necessary to log
and track 100% of your calls and resolve them more quickly
than ever before.
- Business Process Automation Module (BPAM)
Allows
you to create automation and escalation rules easily and
intuitively. Automates many business processes and monitors
the system for problem issues using a wizard-like interface.
- Auto Ticket Generator
Automatically creates new call
tickets and updates existing call tickets via a variety of
sources, including MAPI (i.e. Outlook, GroupWise, etc.), VIM
(i.e. Lotus Notes) and POP3. Additionally, Auto Ticket
Generator can automatically respond to requests for call
ticket information and status.
- HEAT Answer Wizard
Provides easy selection from
more than 200 predefined reports, which provide answers to key
business questions.
- HEAT Managers Console
Monitors key metrics and
graphically illustrates service and support center status
at-a-glance.
- iHEAT
Provides technicians remote access to HEATor
HEAT PowerDesk over either network connections or dial-up
access with no additional plug-ins required. Enables 24/7
remote access to core HEAT functionality, allowing technicians
greater mobility and productivity.
These HEAT add-on modules deliver even greater
value
- HEAT® Self Service Installed on your server, HEAT Self
Service allows employees and/or customers to log issues and
answer their own questions without calling the service and
support center; reducing call volume, boosting customer
satisfaction and providing realized call center savings. HEAT
Self Service can reduce service desk calls up to 15%.
- HEAT® Asset Tracker delivers significant IT savings by
managing hardware, software and non-scannable asset throughout
their lifecycles.
- KNOWLIX Knowledge management products that can save up
to 30% off service and support center budgets by reducing
training costs, unnecessary escalations, and call lengths.
- GoldMine® FrontOffice
- The simple yet powerful tool that helps small to
medium-sized businesses manage the entire customer lifecycle.
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