my help desk software

LiveTime Achieves AT&T Enterprise Certification for iPhone Compatible ITIL Service Desk and Help Desk Software

2010-10-31T09:35:00.001-07:00

LiveTime Achieves AT&T Enterprise Certification for iPhone Compatible ITIL Service Desk and Help Desk Software

LiveTime's ITIL Service Management suite 100% certified for the iPhone over AT&T networks.

LiveTime Software, a leading provider of ITIL certified Service Management and Help Desk Software, today announced it has achieved AT&T enterprise software certification for LiveTime Service Manager and Help Desk for the iPhone ®.

The AT&T enterprise software testing and certification program validates that LiveTime's ITIL service management suite is accessible via the iPhone over AT&T networks. This certification ensures customers can enjoy the best possible experience when using the LiveTime applications across AT&T's wireless network.

Although not initially designed for business use, the iPhone has grown in popularity within the corporate market and LiveTime recognizes the need to verify its applications' performance on the mobile device as it gains market share. The certification allows field technicians and customers who use the iPhone, to feel confident when they log and manage service requests while on the road.

LiveTime provides true mobility for onsite incident, problem and change management. Direct access to LiveTime's Configuration Management Database (CMDB) provides technicians with real time infrastructure information when they work on support issues directly from the iPhone.

The on-demand service reports within LiveTime ensure management and technicians have up to the minute statistics over the AT&T networks, which guarantees adequate service delivery 24/7. LiveTime's built in search engine is fully accessible via the iPhone, and provides immediate access to existing knowledge articles, solutions, and the known error database in a matter of milliseconds for rapid request resolution in the field.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, ITIL service management, help desk and support automation software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime's vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com.

Web Help Desk Launches Version 9 Cross-Platform Help Desk Software

2010-10-31T09:34:00.001-07:00

Web Help Desk Launches Version 9 Cross-Platform Help Desk Software

Cross-Platform Web Help Desk Software Version 9 combines a more refined user experience with multi-tiered approval workflow and a revolutionary approach to asset management through plug-in architecture

MacsDesign Studio LLC, developers of the leading cross-platform help desk software solution, Web Help Desk, today announced the availability of Version 9, a major update to its flagship service management solution. Web Help Desk Software Version 9 adds rules-based voting and approval process for change requests, an extensible plug-in architecture for popular 3rd party asset management tools, and an AJAX enhanced user interface. Version 9 remains truly cross-platform, with server side installers for Mac OS X Server, Windows Server, Linux, and Unix.

"The feature enhancements within Web Help Desk v9 are primarily a product of listening to the thoughtful input from our loyal customer base, and the forward thinking of our savvy development team," stated Jonathan Lew, President of MacsDesign Studio. "Version 9 exemplifies our commitment to providing organizations with a vendor-neutral IT service management solution without the complex configuration."

The latest version of the http://www.webhelpdesk.com [Web Help Desk software __title__ Web Help Desk software website] delivers numerous new productivity features, including:

Change Management Control - Automated and dynamic rules-based approval workflow to track and manage change request submissions and approval voting.
Asset Discovery Data Imports - Scheduled imports of asset discovery data, providing technicians with the most up-to-data hardware and software information related to the service desk request at-hand.
Mac and PC Remote Control - Trigger Mac and Windows remote control sessions directly from strategically located screens within the Web Help Desk web-based application for enhanced desktop management.
"We Suggest You Try This First" - The web-based customer service portal in Web Help Desk v9 dynamically recommends knowledge base resolutions during the service request submission process, facilitating customer self help.
Localization Language Capabilities - Web Help Desk version 9 automatically selects any end-user's preferred language pack based on the default language setting of the end-user's web browser.
Alter Help Desk Software Vendor Terminology - All nomenclature within the interface may be modified to an organization's standard terminology, preventing the introduction of new and confusing terminology to end-users.
New Interface Updates - Content searches and updates throughout the interface are displayed to end-users in a fast and fluid AJAX format. Extensive improvements to the interface layout will help boost technician productivity.

For more information on the Web Help Desk Software Version 9 release, please visit our http://www.webhelpdesk.com/help-desk-software/web-based-helpdesk.html [help desk software __title__ Link to our help desk software site] website.

About MacsDesign Studio LLC:
Founded in 1998, MacsDesign Studio LLC is a global provider of the Web Help Desk software suite, the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: incident and problem management, asset management, knowledge management, LDAP and ad Integration, and change management.

The Web Help Desk software suite is a service desk management leader for small to mid-sized enterprises and departments of large multi-national organizations.

For more information, visit http://www.webhelpdesk.com/index.html [Web Help Desk software __title__ Web Help Desk software website] website or call +1-510-279-2251.

Web Help Desk Software Integration With Apple Remote Desktop

2010-10-31T09:33:00.001-07:00

Web Help Desk Software Integration With Apple Remote Desktop

Leading cross-platform help desk software solution, Web Help Desk, announced seamless integration with Apple Remote Desktop 3, Apple's award-winning desktop management system for Mac OS X. The easy access to ARD information and instant remote control connectivity from within the Web Help Desk promises to boost technician productivity and raise the bar on customer satisfaction.

MacsDesign Studio LLC, developers of the leading http://www.webhelpdesk.com/help-desk-software/web-based-helpdesk.html [cross-platform help desk software __title__ Cross-Platform Help Desk Software] solution, Web Help Desk, today announced seamless integration with Apple Remote Desktop 3, Apple's award-winning desktop management system for Mac OS X. More than ever, businesses and educational institutions are seeking continuity and cost-effective IT help desk solutions. The easy access to ARD information and instant remote control connectivity from within the Web Help Desk promises to boost technician productivity and raise the bar on customer satisfaction.

A scheduled or on-demand import of asset discovery data directly from the ARD database to the Web Help Desk provides support professionals with the critical, up-to-date asset information required to efficiently resolve service requests. This new integration makes Apple Remote Desktop 3 asset data available to any web browser through one centralized web application.

Web Help Desk's integration with Apple Remote Desktop 3 makes initiating an ARD control session a simple mouse click away. Technicians can instantly access all of ARD's features and benefits from a Web Help Desk ticket or asset view.

For more information, visit their http://www.webhelpdesk.com [help desk software __title__ Help Desk Software] website or call +1-510-279-2251.

About MacsDesign Studio:

Founded in 1998, MacsDesign Studio LLC is a global provider of the Web Help Desk software suite, the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

The Web Help Desk software suite is a service desk management leader for small to mid-sized enterprises and departments within large, multinational organizations.

Help Desk Software Tracks Bugs, Issues, Support Tickets

2010-10-31T09:32:00.001-07:00

Help Desk Software Tracks Bugs, Issues, Support Tickets

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk application that improves companies' service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process.

Help desk Software Tracks Bugs, Issues, Support Tickets

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk application that improves companies' service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process. Unlike expensive web-based helpdesk services, Helpdesk Pilot runs on your servers, and has no monthly fees.

Helpdesk Pilot turns customers' emails into tickets. The built-in parser analyzes incoming emails, sorts them by department, determines the proper response, and tracks activity. You can easily set up autoresponders to tell customers that their help requests are being worked on.

Customers can log into the Customer Service Portal to find the status of their help request, and to browse the knowledge base to find solutions. The interface is available in English, German, Spanish, Arabic, Norwegian, Portuguese (Brazil), Portuguese (Portugal), Danish, Dutch, Russian, and French.

The program's ticket management support system makes tracking efficient. You'll know the status of each help request instantly. It's easy to perform operations on any ticket, or group of tickets. You can move or route tickets across departments, facilitating collaboration across support teams.

All ticket actions are recorded, and are instantly available to support staff. The activity log includes incoming and outgoing messages, as well as all changes in status. Similar tickets are identified, enabling staff to read about related problems that occurred earlier. Staff members can record private notes on a ticket to facilitate internal communication, with no fear that the customer will find these comments.

Helpdesk Pilot's administration platform lets you optimize the software for your business. You can add departments, staff members, customized email templates, and canned replies. By adding custom fields to the database, you can tailor the customer management process to your exact requirements.

The program provides comprehensive statistics on activities, participation, and the time spent resolving problems. Most of the built-in reports let you drill down to specific tickets for further analysis. If the report system cannot provide the specific information that you need, Tenmiles will create a custom report for you.

New features in version 4 include a streamlined query structure with faster searching and listing of tickets; a ticket status filter on the customer panel; RSS for customer and administration panels; improved HTML handling of emails; the ability to search with filters; and mass replies from the Tickets View page; and an enhanced statistics package.

Helpdesk Pilot's functionality can be extended with a library of affordable plugins. The $69.95 knowledge base plugin lets customers easily search through articles, to find answers to their own support questions; the $69.95 SLA Management plugin is a configurable escalation module that keeps track of tickets that remain unanswered and sends a notification email to the appropriate staff members about the ticket; and the $49.95 LDAP plugin is an active directory/LDAP module that ensures security by performing logins against one or more active directories.

The $99.95 branding-free plugin is a module that lets you remove the Tenmiles branding from Helpdesk Pilot to allow re-branding; the notice manager plugin is a module that lets you customize messages on your customers' help desk screens, and is available without charge; and the spam prevention plugin is a free Captcha module that prevents robot-based spam by requiring users to type a sequence of numbers and letters along with their help desk request.

Helpdesk Pilot v. 4 is written in PHP, and supports both MySQL and SQL Server. It runs on any Windows, UNIX/Linux, or Macintosh dedicated server, shared hosting, or intranet. Pricing begins at $299.95(US). Visit http://www.helpdeskpilot.com/ to sign up for a 15-day online trial, with no need to download or install the software.

Editorial Evaluation Copy Available on Request

About Tenmiles Corporation:

Tenmiles Corporation is an independent software development company based in Chennai, India. Tenmiles offers both Windows based desktop and web based applications targeted towards small and medium businesses.

Web-Based Help Desk Software Integrates With Cross-Platform Client Management Solution

2010-10-31T09:28:00.001-07:00

Web-Based Help Desk Software Integrates With Cross-Platform Client Management Solution

Web Help Desk, a pioneering web-based help desk software solution, announced integration with LANrev Client Manager, a leading cross-platform client and patch management software suite. Imported LANrev asset discovery data and instant access to LANrev client management tools from within Web Help Desk promotes immediate and quantifiable technician efficiencies.

Web Help Desk, a pioneering web-based help desk software solution, today announced integration with LANrev Client Manager, a leading cross-platform client and patch management software suite. The new integration delivers scheduled imports of asset discovery data from LANrev to the Web Help Desk back-end database and instant access to the LANrev Admin application from within the Web Help Desk browser-based interface.

Automated imports of LANrev's reliable asset discovery data into the Web Help Desk provide support personnel with up-to-date hardware and software details for the computer identified in the service desk ticket. If additional software license management analysis is required or software patches need to be deployed, Web Help Desk provides instant, asset-specific accessibility to the the LANrev Admin application.

Web Help Desk's integration with LANrev Client Manager makes initiating an LANrev desktop control session a simple mouse click away. From within a Web Help Desk ticket or asset search, support professionals can instantly access all of LANrev's features and benefits.

"Even in today's uncertain economic climate, service desk requests, software compliance issues, and patch management are business realities that will not falter and must be addressed," said Web Help Desk VP, Terry Siddall. "However, by utilizing integrated solutions like Web Help Desk and LANrev that are intuitive, simple to deploy, and provide a heightened and measurable ROI, businesses are able to address these issues while providing demonstrable value back to the organization."

About Web Help Desk:
Founded in 1998, the Web Help Desk software suite is the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

For more information on the Web Help Desk software suite, visit the Web Help Desk website or call +1-510-279-2251.

About LANrev LP:
LANrev LP is the leading provider of PC and Mac lifecycle management solutions for enterprise IT environments. LANrev's ease of deployment and powerful management tools help enterprises across the globe save time and money while increasing efficiency. LANrev is a founding member of the Enterprise Desktop Alliance and an Energy Star partner.

For more information please visit the LANrev website or call +1-214-459-0136.

bigWebApps HelpDesk Improves Maintenance Response Time at Dolce Atlanta-Peachtree

2010-10-31T09:27:00.001-07:00

bigWebApps HelpDesk Improves Maintenance Response Time at Dolce Atlanta-Peachtree

bigWebApps, a leading provider of on-demand help desk and customer support solutions, partnered with Dolce Atlanta-Peachtree to create a customized facility maintenance solution from the company's flagship application, bigWebApps HelpDesk. The scalable tracking solution helped to increase Dolce Atlanta-Peachtree's guest satisfaction in less than year by reducing maintenance response time and increasing accountability. For the first time in the conference center's history, maintenance response time dropped from 45 minutes to 15 minutes.

bigWebApps, a leading provider of on-demand help desk and customer support solutions, partnered with Dolce Atlanta-Peachtree to create a customized facility maintenance solution from the company's flagship application, bigWebApps HelpDesk. The scalable tracking solution helped to increase Dolce Atlanta-Peachtree's guest satisfaction in less than year by reducing maintenance response time and increasing accountability.

As a growing company, Dolce Atlanta-Peachtree, a premier southeast conference center with five buildings on 38 acres, needed an on-demand tracking solution that enabled Dolce's staff of 200 employees and 13 technicians to report a property issue anywhere and anytime. The conference center previously relied on radio- and paper-based tracking to report guests' maintenance issues. However, radio caused noise pollution as technicians walked through sensitive guest areas and conferences, and the paper-based tracking system resulted in reporting errors.

Dolce Atlanta-Peachtree sought a customizable web-based system that reduced response time, eliminated paper processes, improved employee workflow and increased accountability, ultimately leading to improved guest satisfaction. After consulting with bigWebApps, Dolce Atlanta-Peachtree selected the application provider because bigWebApps was willing to customize their Software-as-a-Service (SaaS) to meet Dolce's specific needs.

"bigWebApps was open to any ideas to help make their HelpDesk solution better," said Dan Bramblett, director of engineering at Dolce Atlanta-Peachtree. "When we decided to utilize bigWebApps, a true partnership was formed. Working with the bigWebApps team is what a handshake used to mean."

bigWebApps HelpDesk enabled Dolce Atlanta-Peachtree's 200 employees to easily access the web-based facility maintenance solution to report a mechanical, plumbing or electrical issue at any time. Once a problem is reported, a ticket is created and forwarded to a technician notifying the issue-at-hand. After the problem is addressed, an email is sent to the staff member who reported the incident informing them of the status, thus allowing the employee to confirm and check the issue for quality assurance.

According to Bramblett, bigWebApps' facility maintenance solution quickly paid off. After implementing bigWebApps, Dolce Atlanta-Peachtree's GSI (Guest Score Index), a score calculated through guest satisfaction surveys, increased from an 82 to a 92. For the first time in the conference center's history, maintenance response time dropped from 45 minutes to 15 minutes.

"Implementing bigWebApps into Dolce's system was an easy process," said Bramblett. "In the beginning, it took about 30 minutes to teach a staff member how to use bigWebApps. Now, as staff members are proficient with the computer, it takes about 10 minutes. If you know how to surf the Internet, you can use bigWebApps."

By switching from a paper- to web-based SaaS system, every work order by a Dolce Atlanta-Peachtree staff member is documented electronically. Dolce Atlanta-Peachtree now has the ability to monitor each technician's response time and completed maintenance assignments, so technology evaluations are no longer subjective but data-driven.

Bramblett also indicated that facility maintenance issues have become more proactive than reactive. "Because staff members now report everything in bigWebApps, we can identify potential issues and analyze facility trends."

For more information about bigWebApps HelpDesk or to learn more about the Dolce Atlanta-Peachtree case study, visit http://www.bigwebapps.com.

About bigWebApps:
Founded in 2001, bigWebApps is a leading provider of on-demand help desk and customer support solutions. Its flagship product, bigWebApps HelpDesk, has been adopted by more than 100,000 users within the SMB and K-12/higher education markets. With a 95 percent client retention rate, bigWebApps gives users a system that is not only easy to set-up, learn and manage, but engages all involved in the resolution process in a way that ensures adoption with a smile. For more information, visit http://www.bigwebapps.com.

LiveTime adds ZFS to ITIL Service Management and Help Desk Appliances

2010-10-31T09:21:00.001-07:00

LiveTime adds ZFS to ITIL Service Management and Help Desk Appliances

LiveTime's introduces the ZFS file system across its hardware and virtual appliances for greater performance, data integrity and scalability.

LiveTime Software, a leading provider of ITIL Service Management and Help Desk software, today released a new version of its hardware based appliances based on the ZFS file system. LiveTime's virtual appliances will also be available with ZFS in Q1 2009 based upon the Open Solaris Operating System.

LiveTime has been able to leverage the key advantages of the 128 bit ZFS file system for its service management product line to provide additional data integrity for its embedded Configuration Management System (CMS), Knowledge Base and Request Management processes. This not only provides customers with greater assurance, but also provides significant performance improvements in sequential reading and writing using the embedded MySQL or PostgreSQL databases.

By utilizing ZFS across LiveTime's Service Management and Help Desk hardware appliances customers have access to shared storage pools for dynamic expansion of storage as required. In addition, customers will benefit from dynamic striping which automatically distributes load across all devices, adding even greater throughput and scalability to the service desk and help desk.

LiveTime continues to expand its global reach and appeal to large enterprises with its integrated approach to ITIL best practices, open standards, intuitive interface and embedded Configuration Management Database (CMDB). LiveTime is available as a virtual appliance, hardware appliance and traditional server software, servicing more than 10 million users around the globe.

About LiveTime Software:
Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, ITIL based service management and help desk software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime's vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com.

cumulusIQ Introduces an "SAP Helpdesk in the Cloud"

2010-10-31T09:17:00.000-07:00

cumulusIQ Introduces an "SAP Helpdesk in the Cloud"

KaaS HelpDesk Excellerator™ delivers anytime, on-demand SAP technical support from the ERP Consulting Exchange for a fraction of the cost of a dedicated helpdesk

In partnership with the ERP Consulting Exchange, cumulusIQ -- a leading provider of on-demand business solutions to the enterprise -- today announced KaaS HelpDesk Excellerator™, an "SAP Helpdesk in the Cloud". This "SAP Helpdesk in the Cloud" is based on the cumulusIQ Knowledge as a Service℠ (KaaS) model of providing on-demand business solutions to the enterprise.

KaaS HelpDesk Excellerator™ is designed to answer 80% of SAP helpdesk questions at 20 percent of the cost of a dedicated helpdesk. The initial rollout will provide 25 corporate customers on-demand technical support using SAP subject matter experts from the ERP Consulting Exchange.

"In a typical arrangement you sign a contract to receive help from a dedicate resource hardwired to your account during certain hours," stated Monty Kalsi, cumulusIQ's founder and CEO. "That dedicated resource is expensive and inherently non-scalable since normally there would only be one person helping you at any one time. In our model, consultants are cloud-based, meaning they are available to engage over the Internet as needed wherever demand happens to be. So instead of just one, you may have 20 people looking at your SAP issues anytime day or night. Answers can therefore be of higher quality, more timely and less expensive to obtain."

Helpdesk resources -- the consultants answering clients' questions -- will be provided by cumulusIQ's partner, the ERP Consulting Exchange (ECX). The ECX is a global community of ERP market players, offering services tailored for ERP users, technology providers and consultants.

One such service is Herbert's Team, an elite group of SAP consultants led by ECX founder and CEO Herbert Goertz. Team members are especially qualified, equipped and motivated to engage in cloud-based consulting projects whether as individuals or in groups. Goertz himself comes especially qualified to this role, having spent more than 20 years setting up the initial "beachhead" SAP consulting practices in North America, Latin America and China.

"We are very excited to be working with ERP Consulting Exchange," stated Kalsi. "Having someone of Herbert's stature on-board goes a long way to ensure that cumulusIQ clients receive the highest level of quality and service."

"We are thrilled to have cumulusIQ as a customer," said Goertz. Knowledge as a Service℠ is very compatible with Resources as a Service (RaaS), the ERP Consulting Exchange concept for delivering consulting resources from the cloud. In many cases, consultants are more productive working off-site in their own environments without distraction, delays or expense of physically traveling to the client site. Our mission is to bring the same quality and professionalism to the virtual consulting model that clients would expect in traditional consulting -- and cumulusIQ offers an excellent opportunity to do that."

25-Customer Rollout

We will roll out KaaS HelpDesk Excellerator to an initial 25 customers, stated Kalsi. "By introducing the service in a controlled manner we can better evaluate its effectiveness and make adjustments." Customers involved in the rollout should see several benefits, Kalsi said, including:

Reduced cycle times for support issues

Greater SAP knowledge and capability within companies

Increased satisfaction among SAP Users

More flexible and scalable access to consulting resources

Maximum return on their SAP/ERP investments

Customers will subscribe to the service much as they would a Netflix or Vonage and can scale it up or turn it off at any time. They access a customized online help area where they can ask questions, receive expert answers in real time and even download multimedia training materials that walk them through specific SAP help issues.

About cumulusIQ
cumulusIQ is an on-demand knowledge marketplace offering helpdesk services, training and technology solutions from subject matter experts in a huge variety of formats including video, text, code, FAQs, images, scripts, presentations, whitepapers, dashboards and more. Sources include consulting companies, system integrators, individual consultants, architects, engineers, project/program managers, analysts, academicians, end-users and developers. Founded in 2007, cumulusIQ operates a "cloud-based" model called KaaS (Knowledge as a Service℠), a 24/7 on-demand scalable alternative to traditional resource-constrained knowledge delivery methods. For more information, please visit cumulusIQ or follow us on Twitter.

About the ERP Consulting Exchange (ECX)
Founded in 2007, the ERP Consulting Exchange (formerly the SAP Consulting Exchange) is a one-stop resource for customers and consultants in the ERP marketplace offering solutions that enhance both the quality of consultant's work and the consultant's quality of work-life. The ECX is a pioneer in the application of RaaS (Resources as a Service). RaaS enables ERP users to tailor and engage the right mix and the right amount of cloud-based consulting talent wherever and whenever needed virtually without the delays and expense of consulting onsite. For more information, please visit www.erpcx.com.

HelpConnection.NET Help Desk Software Launches New Twitter Capture Technology

2010-10-31T09:10:00.000-07:00

HelpConnection.NET Help Desk Software Launches New Twitter Capture Technology

New knowledge base software technology offers Twitter integration – a new way to track what people are saying through Twitter.

Expinion.net, a web based help desk software company, launches Twitter capture technology with its version 3.0, giving Web site owners a solution to tracking results on the popular social media site.

"We are very excited about this new version," said Colleen Wilson, co-owner of Expinion.net. "Instead of waiting for customers to contact your company, with this software, you can find what they’re saying online about you, and you’ll be able to respond to them before they even contact you."

Wilson said the responses will simultaneously be broadcast to the Twitter audience, which could potentially be seen by thousands of customers at the same time.

"As an added bonus," Wilson said, "Twitter is crawled regularly, so any news or links you post will bring traffic to your Web site and provide great public relations. The use of social networks to proactively support your customers is a whole new way of providing customer service."

The Twitter capture will make it easier and more time effective than just using Twitter alone.

"With HelpConnection, you’ll have a record of important Tweets, stored together with all of your other tickets and internal projects," Wilson said. "And you will have the Web-based utility that you’ll need to track progress. You’ll be able to work on Tweets over a longer period of time, respond in more than 140 characters with links to the longer answer, and a place where you can see the work of all of your customer support personnel in one place."

The Twitter integration will allow users to:

Define a Twitter username and password for each agent and define any number of keyword phrases that you want to track.
Control and limit certain support agents from being able to Tweet at all.
Find and read Tweets about your company, products or industry. You can set as many keyword combinations as you want, and the searching is done right from the help desk software.
Tweet and reTweet directly from the help desk administration, whether responding to an existing Tweet, or broadcasting your own news.
Capture Tweets (probably the most valuable of the new software features) that directly apply to your company, products or industry, which can include queries, service, suggestions, complaints or testimonials.

"With HelpConnection.net, you can convert any Tweet that is important to your group, into a ticket. Now, with the Tweet information securely recorded in your own database, you can use the ticket to write longer responses with a link to the online response in your Tweeted response, or use the ticket internally to improve your product or processes," Wilson said.

About HelpConnection.NET
Expinion.net is the software development company that offers IT help desk support solutions including this Twitter help desk for small to large business Web sites. The established software company is run by a support team that truly cares about its customers, and offers a free, 30 day trial. For more information, or to try an online demo of HelpConnection.NET v3.0, visit http://www.helpconnection.net/demo.aspx

LiveTime Releases New SaaS based ITIL 3 Service Management and Help Desk

2010-10-31T09:08:00.000-07:00

LiveTime Releases New SaaS based ITIL 3 Service Management and Help Desk

LiveTime 6 includes optimized SaaS framework, federated CMDB, optimized search engine for Help Desk and 9 process ITIL 3 Service Management.

LiveTime Software, a leading provider of Web based ITIL 3 Service Management and Help Desk software, today announced the release of LiveTime 6. This release features more than 100 new features and is based on LiveTime's open standards based ITIL 3 SaaS framework, available for public or private cloud computing. This hybrid approach allows LiveTime to be deployed seamlessly into any enterprise environment and supports any operating system, any browser, and any database.

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards and lowers service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks!

Focusing specifically on usability and tight integration across nine ITIL 3 processes, LiveTime Service Manager 6 enables organizations to roll out Service Catalog and Service Portfolio Management as easily as Incident, Problem, and Change Management. LiveTime Service Manager 6 has been certified for Request Fulfillment, Incident, Problem, Change, Service Level, Knowledge, Service Catalog, Service Portfolio, and Service Asset and Configuration Management.

LiveTime 6 includes a new optimized search engine with support for Office 2007 file formats for Word, Excel and Powerpoint. Also new in this addition is support for Visio and log files so that technicians can readily search within attached documents across any request or knowledge base article. LiveTime 6 also supports Microsoft Project export within sequenced requests.

LiveTime's new Federated Configuration Management CMDB allows users to map distributed asset information from independent sources into a single Configuration Item (CI) to provide a more holistic view of the company's infrastructure. This information is important when managing Requests, Incidents, Problems and Changes within the business. Having up-to-date information leads to more efficient and rapid problem solving, as well as more satisfied customers.

LiveTime 6 also includes 12 pre-integrated connectors supporting Loginventory, LANDesk, Tivoli Discovery, Novell ZENworks Desktop, Asset and Configuration Management products, Spiceworks, Express Software Manager, LANrev, Microsoft SMS and SCCM 2007, as well as Centennial.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management, help desk and support software for medium to large enterprises such as Verizon, NEC and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com

LiveTime Announces SAML Single Sign-On (SSO) for ITIL Service Management and Help Desk Products

2010-10-31T09:06:00.001-07:00

LiveTime Announces SAML Single Sign-On (SSO) for ITIL Service Management and Help Desk Products

LiveTime 6.1 to support industry standard SAML and SAML2 for Single Sign-On (SSO) user authentication.

LiveTime Software, a leading provider of Web based ITIL 3 Service Management and Help Desk software, today announced support for SAML/SAML2 based Single Sign-On (SSO) in the upcoming 6.1 release of LiveTime Service Manager and Help Desk. With the addition of support for Security-Assertion-Markup-Language, LiveTime now leverages existing investments in infrastructure deployed for Single Sign-On to validate user credentials, and streamline access to LiveTime Service Manager and Help Desk.

By using SAML/SAML2 SSO LiveTime can now streamline the end-user experience by granting access to resources without forcing users to re-authenticate with each application. Such a setup consists of an IdP (Identity Provider) that manages each login session, and is the source of user information along with one or more SPs (Service Providers) which manage resource access. This information is then filtered down to LiveTime, which will leverage the provided data to grant access to resources, bypassing the normal login cycle.

New configuration options within LiveTime allow clients to manage the connection to the SSO provider implementations from Open Source solutions such as Shibboleth, JOSSO and Open SSO, as well as commercial solutions including Oracle Identity Manager, CA SiteMinder, and Novell SecureLogin. LiveTime manages the HTTP Session headers from each provider, seamlessly passing users through to the application.

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards and lowers service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks!

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management, help desk and support software for medium to large enterprises such as Verizon, NEC and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com

PRD Software and Specops Announce a Partnership to Deliver Self-Serve Windows Password-Reset Technology with Helpdesk Software

2010-10-31T09:04:00.001-07:00

PRD Software and Specops Announce a Partnership to Deliver Self-Serve Windows Password-Reset Technology with Helpdesk Software

Forgotten passwords are a major cause for calls to the helpdesk. Implementing self-serve software to allow users to reset their own password saves time and money, and allows users to quickly overcome a forgotten password situation and continue with their work.

PRD Software is delighted to announce a formal partnership with industry-leading password reset supplier, Specops. The partnership gives PRD Software clients the ability to achieve a tight integration between automated self-service passwords reset, and the award-winning help desk / service management software, PRD HelpMaster.

One of the biggest causes for helpdesk calls is forgotten passwords, so the partnership between a Specops and PRD Software is both strategic and logical for each company. The real winners though, become the clients who are able to quickly and easily reset their own Windows password, without having to call the helpdesk. Software developers in both companies have collaborated to create a solution that not only provides best-in-class password reset, but also logs the event in PRD HelpMaster as a help desk incident. This allows service delivery managers and companies using both solutions to quickly determine the frequency and efficiency of self-service password reset technology. Integration details can be viewed at http://www.helpmasterpro.com/products/password-reset.aspx

Rod Weir - PRD Software managing director commented, "PRD Software evaluated many password-reset solutions in our search for a solution that we would recommend to our world-wide clients, and integrate into HelpMaster. After seeing the Specops solution demonstrated we were immediately impressed by its
functionality, design and architecture. Its integration into the Windows group policy sets it apart from other solutions that require a dedicated database installation and complex configuration. Specops password reset is a smart solution, from a smart company. It looks great, is easy to administer and it integrates very well with PRD HelpMaster."

Johan ?gren, President at Specops Software (www.specopssoft.com), is excited about the partnership: “It was a natural fit for Specops Software to partner with PRD. PRD’s customers have a problem that we solve and now with this integrated solution, PRD HelpMaster and the PRD team can solve the most common incident the Help desk deals with in a cost effective manner that is rapidly deployed and nicely integrated.”

About PRD Software
PRD Software (www.helpmasterpro.com) is the developer of PRD HelpMaster - a service management software solution for IT and support professionals working in the hel pdesk and service management industry. PRD HelpMaster is developed using the latest Microsoft .NET technology and is available in both a Windows and Web interface. Integrated modules include Active Directory, Incident Management, Problem Management, Email Response Management, Knowledge base, SLA / escalation module, Assets register and more. PRD HelpMaster is currently being used around the world in a wide range of industries including, finance, education, business, medical, and hospitality and local government.

Headquartered in the Australian capital, Canberra, PRD Software has delivered help desk and service desk solutions since 1996. PRD Software are passionate about creating the best value service desk software and providing the professional support and services to our clients around the world.

GWI Software Releases iSupport® 9.5 Help Desk Software

2010-10-31T09:01:00.001-07:00

GWI Software Releases iSupport® 9.5 Help Desk Software

GWI Software today announced the release of iSupport Version 9.5, a robust, adaptable help desk software solution essential in delivering superior service and support.

Enhancements Focus on Ease of Use and Efficiency
In response to customer feedback, the 9.5 release provides many new enhancements to streamline the way support technicians and end users interact with the help desk software, optimizing the user experience. New features include:

New service catalog and request interface with more configuration options
View designer enhancements including preview, new fields and filters, and view actions
Historical timeline display for incidents, problems, and changes
Related Companies feature for creating a customizable structure of companies
Additional email addresses for customer profiles
Asset count tracking and integration
Enhanced image handling
Custom fields and usefulness tracking for knowledge entries
Approval reminders and customizable alert, maintenance, and warranty notifications

"Our 9.5 release was focused entirely on customer feedback. With the guidance of our clients we have added depth and efficiency throughout iSupport," commented Daren Nelson, Founder and CEO of GWI Software. "Weâ€™ve prided ourselves on having one of the highest value upgrade programs in the industry and this release will be an obvious reflection of that. Iâ€™ve always felt a strong loyalty to my vendors who have valued and acted on my input and I know my customers feel the same way."

About GWI Software
GWI Software (www.gwi.com) is a leader in providing powerful yet flexible support solutions for IT help desks. With 3,000 installations in organizations worldwide, GWIâ€™s highly customizable service automation solutions are used by companies such as Panasonic, State of Missouri, SAIC, Check Free, and Telesat Canada. The company is privately held and based in Vancouver, Washington.

Pricing and Availability
iSupport 9.5 is available in two editions; licensing starts at under $1,000. Both will be commercially available to new customers as well as existing customers on active maintenance. For further information please call GWI Software at 1-888-494-7638 or email sales@gwi.com.

iSupport® is a registered trademark of Groupware Incorporated. Other parties' trademarks or service marks are the property of their respective owners and should be treated as such.

Press Contact: Ryan Terrell
360-397-1032
rterrell@gwi.com

Web Help Desk Joins Enterprise Desktop Alliance In Leadership Role

2010-10-29T02:34:00.001-07:00

Web Help Desk Joins Enterprise Desktop Alliance In Leadership Role

EDA Expertise in Enterprise Mac Integration Now Includes Service Desk Solutions

Sunnyvale, CA USA -- The Enterprise Desktop Alliance (EDA) announced that Web Help Desk has joined its collaboration of software vendors dedicated to making it easy to deploy, integrate and manage Macs in Windows-based IT environments. Web Help Desk’s IT Service Management (ITSM) software brings web- based accessibility to IT service fulfillment and self-service for both Mac and PC users. Web Help Desk joins EDA founding members Atempo, Centrify, Group Logic, LANrev and Parallels.

Web Help Desk pioneered the help desk software industry by offering one of the first web-based solutions, in addition to offering support for the Mac operating systems since 1999. With Web Help Desk, enterprises can close a potential gap in IT support for the Mac with a “one stop shop” solution that serves both Mac and Windows platforms.

"The EDA's cross-platform initiatives fall directly in line with Web Help Desk's past, present, and future," said Terry Siddall, vice president at Web Help Desk. "Our entire organization is enthusiastic about contributing to the EDA's mission of cross-platform enterprise desktop support. We look forward to the opportunity to work in tandem with the best in class solutions from other EDA member companies."

Solutions offered by EDA member companies enable enterprises to achieve the same level of control, security, policy compliance and service for the Mac that they currently have with their Windows platforms. By including Macs in the standard Windows-based management environment, EDA solutions give Macs parity with Windows in an enterprise. At the same time, EDA solutions are specifically designed to allow users to maintain the Mac experience when interfacing with the Windows infrastructure, letting “Macs be Macs.”

“With the long heritage of cross-platform ITSM solutions, Web Help Desk extends the EDA’s expertise in integrating Macs into the enterprise. We can now advise enterprises on best practices in setting up a consolidated, platform-aware help desk solution that supports both Macs and PCs,” said T. Reid Lewis, CEO of Group Logic. “We’re also pleased to find that Web Help Desk’s integration into the EDA has been just as seamless as Web Help Desk’s out-of-the-box integration with LANrev's asset management suite.”

About the Enterprise Desktop Alliance:

Solutions from EDA member companies enable IT departments to deploy, integrate and manage Macs throughout their organization by applying the same standard Windows-based management tools to support Macs as they do Windows. By leveraging a centralized, uniform, management platform, administrators can deliver identical services and exercise the same controls for both Macs and Windows. EDA cross-platform solutions address: identity & access management, systems lifecycle management, file & print services, virtualization, data protection and service desk management. For more information, visit http://www.enterprisedesktopalliance.com

About Web Help Desk:

The Web Help Desk software suite is the leading cross-platform service desk management solution for ITSM professionals who seek to simplify and automate their increasingly complex service environments. The extensive feature set of Web Help Desk addresses critical IT service areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, LDAP / AD Integration, and Change Management. For more information, visit http://www.webhelpdesk.com

Contact:

Web Help Desk Software
+1-877-WHD-0008 (Toll Free in US and Canada)
+1-510-279-2251 (Outside US and Canada)
sales@webhelpdesk.com

Enterprise Desktop Alliance
Janet Lafleur
+1 650 812 3088
media@enterprisedesktopalliance.com

LiveTime Licenses Sun's MySQL Database for its ITIL Service Management and Help Desk Products

2010-10-27T01:04:00.001-07:00

LiveTime Licenses Sun's MySQL Database for its ITIL Service Management and Help Desk Products

LiveTime Software, a leading provider of Web based ITIL Service Management and Help Desk software, today announced it has signed a MySQL OEM licensing agreement with Sun Microsystems. As a MySQL OEM licensee, LiveTime offers its customers a commercial version of MySQL with its products, along with first line support and free migration services from SQL Server and Oracle.

Growing demand for MySQL, specifically, the number of current LiveTime customers looking to migrate from other databases to MySQL has resulted in a stronger relationship between LiveTime and Sun. LiveTime recently joined Sunʼs MySQL Enterprise Connection Alliance (MECA) partner program as a Gold partner.

"This is a great solution for customers wishing to reduce costs and increase performance compared to traditional databases," said Jason Andrews, VP of Application Engineering, LiveTime Software. "With no ongoing administration costs, customers are permitted to use MySQL with our software on any server supporting an unlimited number of connections and databases."

LiveTime also provides highly tuned 64 bit versions of MySQL for Solaris and its hardware appliance. Specifically tuned for high concurrency and large call volumes, LiveTime with MySQL 5.1 is able to support thousands of users per instance and more than fifty thousand calls per month.
About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, ITIL based service management and help desk software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime's vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com.

HelpConnection.NET Help Desk Software Launches New Twitter Capture Technology

2010-10-27T01:03:00.001-07:00

HelpConnection.NET Help Desk Software Launches New Twitter Capture Technology

Expinion.net, a web based help desk software company, launches Twitter capture technology with its version 3.0, giving Web site owners a solution to tracking results on the popular social media site.

"We are very excited about this new version," said Colleen Wilson, co-owner of Expinion.net. "Instead of waiting for customers to contact your company, with this software, you can find what they’re saying online about you, and you’ll be able to respond to them before they even contact you."

Wilson said the responses will simultaneously be broadcast to the Twitter audience, which could potentially be seen by thousands of customers at the same time.

"As an added bonus," Wilson said, "Twitter is crawled regularly, so any news or links you post will bring traffic to your Web site and provide great public relations. The use of social networks to proactively support your customers is a whole new way of providing customer service."

The Twitter capture will make it easier and more time effective than just using Twitter alone.

"With HelpConnection, you’ll have a record of important Tweets, stored together with all of your other tickets and internal projects," Wilson said. "And you will have the Web-based utility that you’ll need to track progress. You’ll be able to work on Tweets over a longer period of time, respond in more than 140 characters with links to the longer answer, and a place where you can see the work of all of your customer support personnel in one place."

The Twitter integration will allow users to:

Define a Twitter username and password for each agent and define any number of keyword phrases that you want to track.
Control and limit certain support agents from being able to Tweet at all.
Find and read Tweets about your company, products or industry. You can set as many keyword combinations as you want, and the searching is done right from the help desk software.
Tweet and reTweet directly from the help desk administration, whether responding to an existing Tweet, or broadcasting your own news.
Capture Tweets (probably the most valuable of the new software features) that directly apply to your company, products or industry, which can include queries, service, suggestions, complaints or testimonials.

"With HelpConnection.net, you can convert any Tweet that is important to your group, into a ticket. Now, with the Tweet information securely recorded in your own database, you can use the ticket to write longer responses with a link to the online response in your Tweeted response, or use the ticket internally to improve your product or processes," Wilson said.

About HelpConnection.NET
Expinion.net is the software development company that offers IT help desk support solutions including this Twitter help desk for small to large business Web sites. The established software company is run by a support team that truly cares about its customers, and offers a free, 30 day trial. For more information, or to try an online demo of HelpConnection.NET v3.0, visit http://www.helpconnection.net/demo.aspx

LiveTime Releases New SaaS based ITIL 3 Service Management and Help Desk

2010-10-27T01:02:00.001-07:00

LiveTime Releases New SaaS based ITIL 3 Service Management and Help Desk

LiveTime Software, a leading provider of Web based ITIL 3 Service Management and Help Desk software, today announced the release of LiveTime 6. This release features more than 100 new features and is based on LiveTime's open standards based ITIL 3 SaaS framework, available for public or private cloud computing. This hybrid approach allows LiveTime to be deployed seamlessly into any enterprise environment and supports any operating system, any browser, and any database.

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards and lowers service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks!

Focusing specifically on usability and tight integration across nine ITIL 3 processes, LiveTime Service Manager 6 enables organizations to roll out Service Catalog and Service Portfolio Management as easily as Incident, Problem, and Change Management. LiveTime Service Manager 6 has been certified for Request Fulfillment, Incident, Problem, Change, Service Level, Knowledge, Service Catalog, Service Portfolio, and Service Asset and Configuration Management.

LiveTime 6 includes a new optimized search engine with support for Office 2007 file formats for Word, Excel and Powerpoint. Also new in this addition is support for Visio and log files so that technicians can readily search within attached documents across any request or knowledge base article. LiveTime 6 also supports Microsoft Project export within sequenced requests.

LiveTime's new Federated Configuration Management CMDB allows users to map distributed asset information from independent sources into a single Configuration Item (CI) to provide a more holistic view of the company's infrastructure. This information is important when managing Requests, Incidents, Problems and Changes within the business. Having up-to-date information leads to more efficient and rapid problem solving, as well as more satisfied customers.

LiveTime 6 also includes 12 pre-integrated connectors supporting Loginventory, LANDesk, Tivoli Discovery, Novell ZENworks Desktop, Asset and Configuration Management products, Spiceworks, Express Software Manager, LANrev, Microsoft SMS and SCCM 2007, as well as Centennial.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management, help desk and support software for medium to large enterprises such as Verizon, NEC and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com

Miles Technologies’ Online Help Desk Extends Customer Service and Support

2010-10-27T00:50:00.000-07:00

Miles Technologies’ Online Help Desk Extends Customer Service and Support

In line with its reputation for superior customer service, Miles Technologies’ online portal gives customers personal access to help desk request forms and live status updates.

Befitting of a full-service IT company , Miles Technologies provides online help desk requests as part of its standard work distribution. After modifying its internal systems and procedures to distribute incoming requests, Miles Technologies is now able to provide its customers with increased access to and control over their accounts. The features of the online help desk are available from multiple access points within the customer portal.

“When customers are logged in, our assistance is always just a click away,” says Chris Miles, CEO. “This kind of immediate support is hard to find in other customer service programs.”

Miles Technologies’ online help desk saves time by assigning the appropriate team members to new projects and tasks as they are submitted. Customers are also able to track the status of their requests in real time. In addition to new project requests, customers can also submit inquiries as the project progresses.

Customers have more control over their accounts with the ability to manage more aspects than before from a single online portal. They can also select a priority level for their request based on typical response times.

The online help desk also improves communication between Miles Technologies’ team members and customers with the ability to clarify details of a request directly upon submission. As requests are processed, customer portals update when a project is “in progress” and when the task is marked “complete.” The customer also receives email notification of “in progress” and “completed” status updates.

Miles Technologies’ online help desk is part of its ongoing efforts toward providing the best possible customer service. For more information on live support and other IT services, please visit http://www.milestechnologies.com.

About Miles Technologies

Founded in 1997 and headquartered in Moorestown, New Jersey, Miles Technologies is a leading IT company providing technology-based business solutions to businesses of all sizes and from all industries. Miles Technologies provides nationwide service and has additional offices throughout New Jersey, New York, Pennsylvania, Maryland, Washington, D.C. and Virginia.

An innovative IT company with extensive expertise in computer networking and support, Miles Technologies also provides solutions for custom software development, computer forensics, information security, online marketing and public relations, and website development.

Miles Technologies holds partnership status with Google Adwords, Microsoft, IBM, Citrix, Oracle and Intuit. Recently, Miles Technologies became a member of the Apple Consultants Network.

For more information on Miles Technologies, please visit http://www.milestechnologies.com or call 800.496.8001.

LBi Software Webinar - CaseManager HR Help Desk

2010-10-27T00:48:00.001-07:00

LBi Software Webinar - CaseManager HR Help Desk

FOR IMMEDIATE RELEASE
(Free-Press-Release.com) September 20, 2010 -- LBi Software announces a webinar on CaseManager, our automated HR help desk and knowledgebase application. This webinar will take place on Monday October 12th at 2pm ET. During this session you will see a live demo of LBi Software's CaseManager. The demo will highlight a host of new features based on customer feedback, including:

• Employee self-service help desk and knowledge base
• FAQs that can grow over time
• An employee satisfaction survey tool
• Manager Dashboard with improved analytics and reporting

The session will also show you the ROI from automating your HR Help Desk and rolling it out to employees as a self-service application.

If you'd like to find out more about CaseManager or haven't taken a look for while, then this is the webinar for you!

To register for the CaseManager webinar, go to https://www2.gotomeeting.com/register/289038458.

If there's anything you'd like us to add, please let us know in the comments section and we will be sure to cover it in the webinar!

For more information on LBi Software, visit http://www.lbisoftware.com.

New HEAT® Help Desk Software Business Intelligence Reporting Tool from Stonefield Query.

2010-10-27T00:47:00.001-07:00

New HEAT® Help Desk Software Business Intelligence Reporting Tool from Stonefield Query.

FOR IMMEDIATE RELEASE
Orlando, Florida, United States of America (Free-Press-Release.com) September 14, 2010 --
ORLANDO, Fl. & REGINA, Saskatchewan - Stonefield Software Inc. today announced the new release of Stonefield Query for HEAT® Help Desk Software. This is Stonefield Software’s latest release of our award winning Business Intelligence, reporting, and ad-hoc query software, for HEAT® Help Desk Software databases. This new release of Stonefield Query Version 4.0 for HEAT® Help Desk Software helps to eliminate IT bottlenecks by creating a self-service Business Intelligence (BI) reporting solution for the casual-user.

Since 1991 Stonefield has strived to build an easy to use HEAT® Help Desk Software Business Intelligence (BI) reporting software solution. The latest version of Stonefield Query for HEAT® Help Desk Software has seen over 70 enhancements. The addition of pivot table reporting makes analyzing data much quicker and simpler. All the casual user needs to do is select which fields they want and let Stonefield Query for HEAT® Help Desk Software do the rest. All filtering, ordering, and sorting of records is done with a few clicks using the built in wizard. "There are typically two types of users within organizations," said Mickey Kupchyk, CEO, "Power users and casual users. Power users, typically make up less than 20% of the people in an organization, these include IT developers, super users, and analytical modelers. Casual users make up 80% or more of the people in an organization, these include executives, managers, accounting staff, and business analysts."

Power users have little problem working with generic reporting software like Crystal Reports because they understand database design, structures, relationships, joins, and SQL commands. To the casual user, on the other hand, this is beyond their technical ability. This is where the first point of frustration comes in: casual users don’t have time for Crystal Reports training nor do they want to become programmers. Casual users have no alternative but to go to their IT department or software vendor to get the reports they want. This creates a second point of frustration: the “IT Bottleneck.” The casual user can’t get what they want when they need it. Stonefield Query can be customized specifically for an HEAT® Help Desk Software database. This eliminates the IT bottleneck by putting Business Intelligence reporting in the hands of the casual user where it belongs. “This is a great leap forward for HEAT® Help Desk Software Business Intelligence reporting and Stonefield Query” said Kupchyk. “Now, the casual user can create custom HEAT® Help Desk Software reports themselves in minutes and without spending time and money on training. Stonefield Query for HEAT® Help Desk Software will now provide all casual users with real insight into the operation of their business.” A free 30 day trial download is available at the Stonefield Software Inc. Website: www.stonefieldquery.com

About Stonefield Software, Inc.

Stonefield Software Inc., the maker of the award-winning Stonefield Query, has been developing Business Intelligence (BI) reporting solutions since 1991.

Our SDK version of Stonefield Query works with most database applications including: Oracle, Microsoft SQL Server, Microsoft Access, DB2, Sybase, MySQL, Pervasive, FoxPro, and more. Stonefield has partnered with over 800 OEM and ISV partners to deliver ad hoc query and Business Intelligence (BI) reporting solutions to more than 225,000 users in over 65 countries globally to date. Our customers span all sectors and industries from: public to private, military to non-profits, Fortune 500 to SMEs.

For more information on Stonefield Query for HEAT® Help Desk Software or to receive a review copy of Stonefield Query for HEAT® Help Desk Software visit www.stonefieldquery.com.
To arrange an interview with partners Mickey Kupchyk or Doug Hennig, please call 1-800-563-1119.

Cynergy Software Announces Help Desk Software Offering

2010-10-27T00:45:00.001-07:00

Cynergy Software Announces Help Desk Software Offering

Oklahoma City, Oklahoma, United States of America (Free-Press-Release.com) August 25, 2010 --
Oklahoma City, OK.- Cynergy Software announced this week the debut of a new addition to their web based help desk management software called Cynergy Expense Manager. The new software module helps organizations improve internal expense management using the easy to manage tool designed for traveling technicians and salespeople. The expense management tool was designed around several help desk software clients that needed a way to keep track of expenses while on the road.
“Organizations must be able to control costs with a minimal amount of effort”

This expense management module allows the technician or salesperson to keep track of expenses such as rental cars, mileage, meals, and lodging while on the road. Each expense can be linked to the customer that it applies to, and must be approved by an accounting person within the company before the employee can receive reimbursement. Other features within Cynergy Software include ticketing, email submission, end user portal, knowledge center and asset management. For more information on Cynergy Software visit: http://www.cynergysoftware.com

"Organizations are having to watch every overhead expense during tough economic times in order to run lean and profitable," says Steve Davidson, President of Cynergy Software. "Cynergy Help Desk Software provides an easy to use software tool that helps companies support their internal work staff as well as external customers. Keeping customers and retaining quality people is paramount in this economy and we listen closely to our clients to give them the tools they need to do this.” The new expense module is just another way our customers can use Cynergy to it’s fullest extent.
Installed on standard servers or hosted on the cloud, is 100% web-based and requires no desktop software. It is highly scalable and uses minimal IT resources. Users can access the application via an Intranet or the Internet from any browser.

About Cynergy Software: Developed in 2002, Cynergy Software is a division of U.S. Infotel Corporation. Cynergy Software solutions significantly streamline and improve organizational processes. Cynergy is being used by some of the leading companies all over the world. The company specializes in 100% browser-native technology that can be installed with limited or no IT overhead. Live web demonstrations are available by calling 1 800 349 0527 or (405) 516 2420. Skype: cynergysoftware sales@cynergysoftware.com

Help desk and helpdesk software

2010-03-27T07:37:00.000-07:00

Help desk and helpdesk software

A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a Help Desk may offer a wider range of user centric services and be part of a larger Service Desk.
Helpdesk software is a program or collection of programs used to manage a company’s helpdesk. A helpdesk is a central point
Help desk and helpdesk software

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for customers to turn to in case of a problem or enquiry. It may be used by the customer to gain information before making a purchase, or after the purchase if the customer experiences difficulty with the product. In today’s technologically driven world, helpdesk software is an essential component of the service industry’s customer relations function.
A typical help desk has several functions. It provides the users a central point to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an incident tracking system that allows them to track user requests with a unique ticket number. This can also be called a "Local Bug Tracker" or LBT. The help desk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in an organization's computing environment.
The user notifies the help desk of his or her issue, and the help desk issues a ticket that has details of the problem. If the first level support technician is able to solve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk technicians to reference in the future. If the issue needs to be escalated, it will be updated, noting what was attempted by the technician and dispatched to second level support.
There are several characteristics a company should look for when purchasing helpdesk software. Customization is possibly the most important characteristic, because every company’s helpdesk needs are different. Therefore, helpdesk software should conform to the company’s specific requirements. If, for example, the company’s helpdesk is for customers within its organization, the company may require question logging and personal computer (PC) auditing from its helpdesk software. If the company is providing services to external customers, on the other hand, its helpdesk software may need to support contact logging and building a knowledge base.
Compatibility is also essential in helpdesk software. Ideally, it should be able to integrate easily with existing hardware and software. It should also be compatible with the current operating system and email system.
Flexibility is also important in helpdesk software. Various departments within a company’s organization may have specific needs. The helpdesk software should be able to accommodate these needs – from adding special fields in forms, to building separate databases, to compiling specialized reports.
Helpdesk software should also feature scalability. If it is restricted to certain specifications, it can hamper the growth of the business and may make it necessary to purchase another helpdesk software package. Problem management helpdesk software capable of working with multiple database systems is usually the ideal, most scalable solution.

TheVisionWorld.com announces the first stable release of their Help desk "Vision 1.0 stable

2010-03-27T07:35:00.000-07:00

TheVisionWorld.com announces the first stable release of their Help desk "Vision 1.0 stable

The company states that - "Vision help desk is a comprehensive web-based
help desk software that empowers organizations to gain maximum control
over their inbox and offers effective methods for managing Emails, Client
Communication, Online Issue Tracking, Knowledgebase, Troubleshooting,
News, Downloads, SLA and Escalations". It claims -- "The key features of
Vision help desk are Manage Multiple Domains/Companies, Inbuilt Antivirus
Tool, Migration Tool, Multi-Language, AJAX Based Rich User Interface,
Sharing Logins, Report Generation, Scrap Book & Private Messaging, Client
Side Quick Search Facility and much more".

It further explains that the "Help desk install procedure is a simple
web-based
TheVisionWorld.com announces the first stable release of their Help desk "Vision 1.0 stable"

process done within few clicks. An installation document is also
available for download at the company's website. The company described
that Vision offers two separate interfaces-an end user section, and an
administrator section with an easy-to-use interface".

"Beta version of Vision has earned a well-deserved reputation as a high
performance, comprehensive web-based help desk software that is highly
intuitive and easy to use" said Company HR. Preeti Sharma.
She added "We are excited to see Vision has emerged as powerful and
promising help desk software in the market after aggressive beta testing."

Further speaking about pricing she said - "Vision help desk comes at
economical cost and offers solution to all size of business"

The company offers 7 days free trail and one month free evaluation version
for users to test before they purchase it -- more details about Vision can
be found at company website --
http://www.thevisionworld.com/

Paragent Announces Paragent 3.0 Desktop Management Software

2010-03-27T07:34:00.000-07:00

Paragent Announces Paragent 3.0 Desktop Management Software

Muncie, Ind. - Paragent, LLC has released version 3.0 of its Desktop Management Software. The product release provides additional feature functionality in Remote Desktop, Help Desk and expanded reporting options. "The 3.0 release of Paragent.com represents the culmination of months of work to prepare our code base for the Open Source launch. In addition to many new features, Paragent.com is easier to deploy and maintain than ever." said Tim Ritchey, CEO of Paragent.

Paragent is an “Open Source as a Service” (OSaaS) provider. The company’s IT management application, known for its sophisticated web-based interface and ease-of-use, eschews the traditional complaint of open source software being difficult to use, or only for those comfortable at the command-line.
Paragent Announces Paragent 3.0 Desktop Management Software

Paragent is hosting the open source project on Google Code at http://code.google.com/p/paragent. The open source code is available free for download by anyone.

Established in 2003, Paragent (www.paragent.com) is a privately held, Muncie, Indiana-based company specializing in IT management software. Paragent provides IT professionals with real-time, on-demand data and information about their networked computers. Information can be accessed securely from any web browser in the world. For more information, contact August Zehner at (800) 839-9625 ext. 8991.

Help Desk Software.

2010-03-27T07:32:00.000-07:00

Help Desk Software.

San Diego, California - April 17th, 2007

A new software release date has been announced by Roessing software. Roessing software will be releasing its Help Desk software in November 2007. Erik Roessing, company founder, has said "the release of this software will cause companies to reconsider their current solutions in the Help Desk software industry."

The difference between this Help Desk software and the rest is the idea that the customers will own the source code. Any company that purchases our software will retain all code. Customers will be able to modify, add, update, delete code. This is a revolutionary idea in this industry says Erik Roessing.

Web-based help desk software solution for delivering customer support

2010-03-27T07:31:00.001-07:00

Web-based help desk software solution for delivering customer support

Help Desk for IIS is a web-based help desk software solution for delivering customer service and support. It easily installs on your web server as an ISAPI extension for Microsoft Internet Information Services. Your customers or technicians need no additional software other than a web browser. Help Desk for IIS gives you the ability to improve the productivity of your IT service team. It keeps your company organized and efficient.

- Web based. Work from anywhere, whether you are at your desk, on the road, or working from home. All features of Help Desk for IIS can be accessed though a web browser on virtually any operating system.
- It's an ISAPI extension for Microsoft Internet Information Services. You can easily install it on your web server.
- Knowledge
Web-based help desk software solution for delivering customer support.

base. All common questions can be placed into the knowledge base. The overall productivity of your IT service team will increase, frustration will decrease, and you'll save time and money.
- Unlimited users. Create as many user logins as your business needs.
- Firebird Database Server. All information is stored in a relational database, and the web pages themselves are produced by a server-side ISAPI extension.
- Password protection using a strong cryptographic algorithm.
- Supports Microsoft Windows NT, 2000, XP Pro, 2003, Vista.

New Web Site Offers Information on Help Desk Software

2010-03-27T07:29:00.000-07:00

New Web Site Offers Information on Help Desk Software

http://www.1helpdesksoftware.com is a new site that has information about help desk software and a lot more.

The Internet has changed the way many people all over the world do business. Because of the Internet making the market place a global market place it brings some new opportunities and problems to the way we do business. A few examples are that with a global market a person sometimes will have to wait for a product to arrive by mail: however the price or quality may be worth the wait.

When someone plans to purchase and product or look for a service online the benefits that a person is mostly interested in is the price plus shipping delivered to the door and the quality of the product being as good as or better than the higher priced item. What this does
New Web Site Offers Information on Help Desk Software

is brings a tremendous amount of competition to the products and services all around us and all around the world. For a buyer this is a great thing, for the seller it makes things very tough to stay in business. With the fuel prices going up all the time, which makes the shipping prices go up and then the merchant ends up cutting into their own profits just to compete. So the merchants have to resort to other things like service and or product gimmicks that add real value to the product or service they are selling, which is called creative marketing.

After a person collects all the basic information they can about the product or service they want to purchase then it comes time to buy. By this time a person has all the information they need to evaluate the pros and cons of each company that is in the market they are researching, then simply make a choice and buy the product or hire the company for their service.

This new site [ http://www.1helpdesksoftware.com ] is designed to help people find out all they want and need about help desk software and the difference between one company and the next as well as one software program and the next.

For more information please visit: http://www.1helpdesksoftware.com

01com.com - Professional Help Desk Software

2010-03-27T07:28:00.000-07:00

01com.com - Professional Help Desk Software

With well over five million software products sold at an international level, 01 Communique is the largest Canada based software manufacturer and provider. The company’s main product line Communicate! has earned 01 Communique global recognition for a number of professional remote support and help desk software applications including the I’m OnCall IT support solution. I’m OnCall is a truly complete help desk software application which allows IT support specialists to create highly secure remote support connections to their clients’ MAC or PC machines without the need to first install any type of help desk software on the target machines.

The I’m OnCall software application is specially designed to give IT support companies and help desk service companies the edge over
01com.com - Professional Help Desk Software

their competition by providing live technical support at the highest level of quality and efficiency. The help desk software now presented by 01 Communique at its latest online website 01com.com, allows IT support companies to significantly reduce customer call times which together with other important factors makes the I’m OnCall remote support software application the most cost effective and professional remote support solution available on the software market today. Because clients are no longer required to install software on their machines prior to the interventions of IT support specialists, I’m OnCall also reduces the time needed to provide problem resolutions.

About 01 Communique:

01Communique, from its main base of operations located in Mississauga, Ontario, presents international customers with a wide collection of help desk software applications especially designed to provide remote support service providers with an entire range of professional IT support technical solutions.

For more information and details about the company and its services, please visit the website or use the contact details presented below: http://www.01com.com

Magnoware Systems, Inc., an innovator in professional help desk software solutions, is proud to announce the immediate availability of its aw

2010-03-27T07:26:00.000-07:00

Magnoware Systems, Inc., an innovator in professional help desk software solutions, is proud to announce the immediate availability of its aw

A seamless, ever-present software layer, the DataTrack System simplifies support management, communication and collaboration by automating most of your existing workflow. With intuitive, easy-to-use tools like rules-based automation and escalation, integrated web client, correspondence tracking, email-to-ticket conversion and knowledge base, the DataTrack System builds powerful connections with employees, customers, vendors, and other business partners.

"Today, our clientele face complex and fast-paced environments; what we’re aiming to do is streamline the process from inception to closure while enabling the helpdesk staff to automate their existing workflow and deploy better solutions, faster,” said N. Barbin, vice president of Product Development at Magnoware Systems,
Magnoware Systems, Inc., an innovator in professional help desk software solutions, is proud to announce the immediate availability of its aw

Inc.

Major features include:

-- Track, categorize and prioritize work requests with ease.
-- Improve responsiveness and keep-up-to-date with automated email notifications.
-- Improve workflow and ensure timeliness with automation and escalation.
-- Automatic email-to-ticket conversion and correspondence tracking.
-- Organize work requests into hierarchical folders.
-- Improve troubleshooting with detailed information about requester’s hardware and software via remote PC auditing.
-- Quick access via recently-submitted and overdue items via dashboard.
-- Generate detailed statistics and reports.
-- Find the information you’re looking for with comprehensive search functionality.
-- Customize your software with user-defined fields.
-- Automatically route requests, send emails, modify requests using automation.
-- Insert file attachments into each request, asset, user account, article or company.
-- Take advantage of color labeling for work requests.
-- System-wide spell check and formatting for text fields.
-- Run the DataTrack Server as a Windows Service with the Windows Service Management Console.
-- Take advantage of Windows 7 with Jump List shortcuts.

An ideal blend of functionality, innovation, and ease-of-use, the DataTrack System enables you to deliver quality service and support, while increasing productivity.

www.magnoware.com
contact@magnoware.com

LiveHelpNow Inc unveils exciting new Customer Service Software release for small business

2010-03-27T07:24:00.000-07:00

LiveHelpNow Inc unveils exciting new Customer Service Software release for small business

LiveHelpNow Inc Unveils Exciting New Customer Service Software release for small business

Huntingdon Valley, PA September 29, 2009 -- LiveHelpNow Inc. (http://www.livehelpnow.net) a leading help desk and customer service software company, announced today that it has released its newest software, LiveHelpNow Release 5.1.

This highly anticipated version includes many features specifically requested by LiveHelpNow customers who have dramatically reduced the time of their sales and support cycle by automating response to sales and support inquiries and other complex customer service tasks.

"The release of LiveHelpNow version 5.1 will firmly maintain our position as a leading provider of real-world applications for customer service," says
LiveHelpNow Inc unveils exciting new Customer Service Software release for small business

LiveHelpNow founder and CEO, Michael Kavinson, "The features and functionality announced in version 5.1 today are geared toward helping our customers support the varying help desk needs of the entire enterprise in one Operator Panel based environment."

Among the top products in LiveHelpNow are: Live Chat system, Ticketing system, Email management, Knowledge base management with instant FAQ publish feature, Dynamic Charts and Graphs in its Analytics product; Superb offline features such as searchable knowledge base or ticket submission will now help LiveHelpNow customers keep their businesses' help desk departments open 24/7/365 providing their visitors around the clock customer help even during off hours.

LiveHelpNow is a global leader in customer service software and automated help desk for small business. The LiveHelpNow system significantly cuts costs and cycle time, and is used worldwide by professionals in every industry with any online exposure. LiveHelpNow solutions also ensure effectiveness of business' help desk and provide best practices and methods to improve effectiveness and efficiency of the support staff. Customers are supported from LiveHelpNow offices in Huntingdon Valley, PA. For more information, visit http://www.livehelpnow.net or call 877-548-LIVE001

Jitbit Software released a hosted version of its Help-Desk software

2010-03-27T07:22:00.000-07:00

Jitbit Software released a hosted version of its Help-Desk software

Jitbit announces the launch of the hosted version of help-desk software. The hosted help-desk software is a dynamic live support solution giving users the ability to communicate with your customers.

“Jitbit’s award winning Help-Desk software ticket system will be available as a hosted service; which means the company will install the helpdesk-software for the clients and maintain the web-server and database for them,” added the spokesperson.

“Hosted help desk software gives one a chance to be up and running with a fully customizable software ticket system in minutes. The fully operational helpdesk software will check your emails and convert message to tickets without your interference and even before you know.

As the customers’ emails are
Jitbit Software released a hosted version of its Help-Desk software

translated into service tickets by the software the issue tracking becomes so easy and so less time consuming. Needless to say, it will reduce operational costs of a company to a good extent. Bloating customers’ goodwill will be add-on benefit.

This operational help-desk software is available in many languages (such as English, Dutch, French, German Norwegian, Danish, Swedish, Portuguese and Italian). We also do not know of one helpdesk software that comes in as many languages,” remarks the Jitbit developer and spokesman.

“Our hosted help-desk software version is fast yet reliable and secure. The company servers hosted at the US data center, there will be no issues with hosting or connectivity. Besides there is a 24x7 monitoring service and everyday backup The hosted help-desk software is very easy to set up. All you need to do is pick up a name and you are up and running in minutes,” reiterate the company spokesperson.

“The hosted help-desk software does not have to be installed unlike other brands you will just have to create a log in and the software runs on our hassle-free 24x7 monitored servers. Even the database is maintained by the company. The software is a Saas (Software as a Service) design model and the software ticket system is based on ASP.NET web hosting and comes with a MS SQL database support. Our web based help-desk software is given a 5 STAR RATING by 411ASP.NET users based on as long as 3 months usage. Although we do offer a downloadable version of our helpdesk software the hosted-service is what we believe can be more beneficial for our users,” remarks the engineer from Jitbit.

http://www.jitbit.com/hosted-helpdesk.aspx

Jitbit™ Software is a small friendly software company , powered by a team of professionals whose area of expertise includes the development of: End-user utilities and system tools for PC such as network switcher, a macro recorder, an RSS Feed editor, text encryption software and the like day-to-day useful web tools; web-based software for use with websites such as help-desk software, an internet forum software, etc.

Web Help Desk – Distribution and Localized Support Expands Into European Markets

2010-03-27T07:21:00.001-07:00

Web Help Desk – Distribution and Localized Support Expands Into European Markets

As the technological needs of the European Union grow, many U.S. based software companies are working hard to expand distribution to meet the increased demand. One such company, MacsDesign Studio LLC, is pleased to announce a new distribution agreement with U.K. based UniPress Software Limited. This agreement allows UniPress to distribute and locally support licenses of MacsDesign Studio's flagship help desk software - the Web Help Desk - to commercial enterprises, educational institutions, and other non-profit organizations throughout the United Kingdom and Ireland.

“We've always known there was a greater potential for new customers in the U.K. and Ireland who would benefit tremendously from our solution,
Web Help Desk – Distribution and Localized Support Expands Into European Markets

More from the author
* Web Help Desk - No Assembly Required!

but we lacked the outreach,” says MacsDesign CEO Jonathan Lew, “With UniPress handling the distribution and technical support in this region, we can avoid a lot of the pitfalls that a brick and mortar software development firm in the Silicon Valley area would usually face.” He continues, “UniPress is equipped with 20 years of industry knowledge, the latest U.K. and Ireland market information and the ability to work directly with organizations on a GMT business schedule. This expertise can make all the difference in a fast paced and results oriented industry like software development.”

MacsDesign Studio LLC plans to release version 9.0 of the Web Help Desk in Q2 of 2008. The Web Help Desk has already built up an impressive following in the United States since its version 1.0 release in 1998. Organizations currently using Web Help Desk include, Apple Inc., Time Warner, NASA, Sony Pictures Entertainment, Gold’s Gym, FileMaker, a vast array of EDUs worldwide (K-12 to Higher Education) and the United States Armed Forces.

John Ryan, MD of UniPress Ltd. states, "We are excited to be providing Web Help Desk to the business and public sector community in both the UK and Ireland. We quickly realized that Web Help Desk provided a superb feature set and unparalleled value for the money, packaged in an intuitive simple and very attractive user interface. Throw in multiple platform and database support and we have a winner”

About MacsDesign Studio LLC: Founded in 1998 and based in Fremont, California, MacsDesign Studio LLC is comprised of web application developers specializing in Java enterprise web applications. More information regarding MacsDesign Studio, LLC can be found at http://www.webhelpdesk.com.

About UniPress Software Limited: UniPress Software was established in 1988 and has been a distributor of support and asset management solutions for the past decade. UniPress has hundreds of customers based throughout UK and Ireland ranging from SME's to large multinational companies. UniPress is the official partner of MacsDesign Studio for Web Help Desk in the UK and Ireland.

Cbil 360 announces their decision to release free web help desk software.

2010-03-27T07:19:00.000-07:00

Cbil 360 announces their decision to release free web help desk software.

Cbil 360 announces their decision to release free web help desk software.

FOR IMMEDIATE RELEASE: MIAMI, March 3rd – CBIL 360, an independently owned and operated digital solutions firm, announced the release of a Free Web Help Desk for websites. Small to Mid size companies can now close the gap with larger competitors using world class help-desk support software with a “one stop user support and conversion” solution that serves both the user and the company.

"The Cbil 360 cross-platform initiatives fall directly in line with Web Help Desk's present and future applications" said Jay Benavner, president at Cbil 360. “Our help desk is designed to overcome the cost of obtaining a world class web helpdesk support software solution.
Cbil 360 announces their decision to release free web help desk software.

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It offers proactive web sales that double or even triple typical web conversion and increase consumer loyalty. Our entire organization is enthusiastic about contributing to the web user’s functionality with the mission of cross-platform of proactive web sales. We look forward to providing small to mid size companies the opportunity to use our free world class web help desk support tools, increase their conversation rates and improve the user relationships and loyalty."

The Free help desk offered by Cbil 360 enables the company to answer questions on the fly, open tickets, login, send emails, read news, receive newsletters, decrease the enterprise cost of phone operators and gain a greater level of website user control by viewing the visitors and interacting with them on the fly. “How often do you allow a buyer into your office or store and walk away? That’s what currently happens in web visits” added Jay. “Website operators do not use live help desk due to the cost attached, others do not believe in approaching the visitor during their visit even though research shows that proactive web sales can increase conversion by 305%!”

“The Cbil 360 web help desk software cross-platform has been a great success to many of our valuable clients”, said Glenn Harris who heads Cbil 360’s proactive web sale division. “Recently we expanded our team to handle this growth area. Our proactive sales team connects the consumer with our web help desk support software or can advise web visitors about sales or special offers” added Glenn. “We’re pleased to find that Web Help Desk’s integration into the customers’ website has been just as seamless as Web Help Desk’s out-of-the-box integration with our management suite”. The program is immediately available and can be requested directly from Cbil 360’s website.

To learn more about CBIL 360, the Live Help Desk application and other services click here: www.cbil360.com

About CBIL 360

CBIL 360 provides Small to Mid size companies with online strategies, technology, consumer web support and proactive web sales 365 days a year 7 days a week. We seek to make a change! We are always searching and implementing new technologies, methods, and look for places where we can make a difference. Ultimately, our commitment to become one of the leading Web design and development Companies will become the driving force behind everything we do.

For media inquiries please contact:
info@cbil360.com

Vendor gives away free CRM and help desk software to charitable organizations

2010-03-27T07:17:00.000-07:00

Vendor gives away free CRM and help desk software to charitable organizations

Kayako, vendor of help desk software, CRM and live chat software solutions has announced the immediate availability of free, perpetual and unlimited licenses for their entire line-up of help desk solutions for charities and open-source software projects.

Established in 2001 and now with more than 30,000 customers including the likes of FedEx, John Deere and ICANN, Kayako is one of the largest vendors of help desk and live chat software solutions, offering affordable and accessible help desk software to organizations of all kinds and sizes.

"We have been helping organizations and teams cut their costs by making their customer service more efficient and enabling them to offer easy-to-use self-help resources to their own customers," said Jamie Edwards, operations manager at Kayako.

"As a business, we are acutely aware of our social responsibilities. We are passionate about helping those in need, especially during markedly tough times for charitable and non-profit organizations."

"We would hate to think that price is a barrier to entry for these organizations wanting and needing to cut down on their operating costs, which is why we are giving away our help desk software."

John Smart, IT director of the American Motorcyclist Association said of the offer that "the AMA is currently facing many of the same struggles which private industry IT departments are seeing today, because we struggle everyday to control our support costs [...] [Kayako] are putting a World Class support solution in the hands of those who would otherwise consider this option as unthinkable, within their current budget."

The free license on offer is perpetual and comes with twelve months of technical support. Eligible organizations are also entitled to receive any number of free licenses of Kayako's supplementary add-on products, such as KayakoMobile - a help desk management client for mobile devices.

The offer is also available to established open-source projects. "We feel strongly about the undervalued contribution open-source developers are making to the progression of technology and software, which is why we are offering to give something back," said Edwards.

Organizations wanting to take advantage of the offer need to contact Kayako by e-mail at the following address: sales@kayako.com.
More information is available on Kayako's website: http://www.Kayako.com/free-help-desk-software.php

About Kayako
Kayako is a leading developer and vendor of help desk, live chat and CRM software solutions. Established in 2001 and with more than 30,000 customers worldwide, Kayako provides accessible and affordable help desk solutions to organizations of all kinds - including small and medium businesses, enterprises, government, academic and non-profit organizations.

Available as both host-it-yourself products and fully managed SaaS (hosted services), Kayako help desk software is the most popular fully integrated help desk and CRM solution, offering ticket management, full e-mail integration, web-based live chat, real-time website visitor monitoring, SLA support, business escalation rules, team working functionality, task, contact and calendar management, knowledgebase, trouble-shooter and news publisher.

AJ Square Inc has released, AJ Help Desk Software(beta)

2010-03-27T07:15:00.001-07:00

AJ Square Inc has released, AJ Help Desk Software(beta)

AJ Square Inc has released AJ Help Desk software. Web based Help Desk Software offers easy handling tools that satisfy clients or customers. Powerful PHP based Help Desk Software caters you to operate in facile manner and support all your business activities.

The AJ Help desk software support product is a must-have for any new or existing on line business. Even if the majority of your business is off-line, many people prefer on line product and service support. Customers need their questions answered quickly and personnel need a way to effectively manage their work. Help desk software is an economic , easy-to-use and useful tool for the growth of your business.

It helps customers who can simply submit an inquiry to the appropriate department and expect a timely
AJ Square Inc has released, AJ Help Desk Software(beta)

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response. With the use of this product the customer and technical support staff are better able to manage troubleshooting.

PDF guides of AJ help desk caters the need of people who wish to download the valuable material in the selected format of PDF. The user utilizes both categories and sub-categories in distributing all materials in systematic manner.Help desk's Ticket support marvels in delivering customized and effective Ticket Support service with flexibility and process excellence. The user can post any query and get diligent replies with apt solutions for their queries.

Live Support system for AJ Help Desk provides an opportunity for experiencing the effective Live Chat Services support for communicating with qualified technical executives. It helps to interact with the help desk person by the client or user.

AJ Help desk's Tutorial Management is one of the method in transferring knowledge and may be used as a part of learning. It is more interactive and specific than a book and lectures. The tutorial seeks to teach by example and supply the details to complete a certain task.

Web Help Desk Launches Version 9 Cross-Platform Help Desk Software

2010-03-27T07:13:00.000-07:00

Web Help Desk Launches Version 9 Cross-Platform Help Desk Software

MacsDesign Studio LLC, developers of the leading cross-platform help desk software solution, Web Help Desk, today announced the availability of Version 9, a major update to its flagship service management solution. Web Help Desk Software Version 9 adds rules-based voting and approval process for change requests, an extensible plug-in architecture for popular 3rd party asset management tools, and an AJAX enhanced user interface. Version 9 remains truly cross-platform, with server side installers for Mac OS X Server, Windows Server, Linux, and Unix.

"The feature enhancements within Web Help Desk v9 are primarily a product of listening to the thoughtful input from our loyal customer base, and the forward thinking of our savvy
Web Help Desk Launches Version 9 Cross-Platform Help Desk Software

development team," stated Jonathan Lew, President of MacsDesign Studio. "Version 9 exemplifies our commitment to providing organizations with a vendor-neutral IT service management solution without the complex configuration."

The latest version of the Web Help Desk software delivers numerous new productivity features, including:

* Change Management Control - Automated and dynamic rules-based approval workflow to track and manage change request submissions and approval voting.

* Asset Discovery Data Imports - Scheduled imports of asset discovery data, providing technicians with the most up-to-data hardware and software information related to the service desk request at-hand.

* Mac and PC Remote Control - Trigger Mac and Windows remote control sessions directly from strategically located screens within the Web Help Desk web-based application for enhanced desktop management.

* "We Suggest You Try This First" - The web-based customer service portal in Web Help Desk v9 dynamically recommends knowledge base resolutions during the service request submission process, facilitating customer self help.

* Localization Language Capabilities - Web Help Desk version 9 automatically selects any end-user's preferred language pack based on the default language setting of the end-user's web browser.

* Alter Help Desk Software Vendor Terminology - All nomenclature within the interface may be modified to an organization's standard terminology, preventing the introduction of new and confusing terminology to end-users.

* New Interface Updates - Content searches and updates throughout the interface are displayed to end-users in a fast and fluid AJAX format. Extensive improvements to the interface layout will help boost technician productivity.

For more information on the Web Help Desk Software Version 9 release, please visit: http://www.webhelpdesk.com/help-desk-software/web-based-helpdesk.html

About MacsDesign Studio LLC:

Founded in 1998, MacsDesign Studio LLC is a global provider of the Web Help Desk software suite, the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset Management, Knowledge Management, LDAP and AD Integration, and Change Management.

The Web Help Desk software suite is a service desk management leader for small to mid-sized enterprises and departments of large multi-national organizations.

For more information, visit http://www.webhelpdesk.com or call +1-510-279-2251.

Web Help Desk - No Assembly Required

2010-03-27T07:11:00.000-07:00

Web Help Desk - No Assembly Required

Fremont California

Setting up a help desk system has never been easier and with revolutionary new features set to release in Web Help Desk's version 9.0 software Q2 of 2008, you've never been closer to a perfect help desk application!

“Change Management with a robust, dynamic Approval Workflow and 3rd party Asset Discovery integration are huge additions to our framework,” says Vice President of Sales and Marketing, Terry Siddall. “As the ITIL framework is required more and more worldwide and the reliance of IT as the backbone of an organization increases, Web Help Desk continues to be one of the most aggressively developed solutions in the industry.”

Web Help Desk already offers a full suite of standard functions
Web Help Desk - No Assembly Required!

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including; a 100% web based interface that is completely cross platform, one step connectivity with most database systems, intelligent business workflow for auto-assignment of tickets, LDAP synchronization, powerful customized reporting, 2-way email correspondence, automated SLA email reminders and ticket updates, built in knowledge base systems and even a fully integrated parts & billing feature.

An added benefit to the Web Help Desk is that it always comes feature complete, so there's no need to research or purchase different modules. Installation is a quick and easy process and the support & development staff are top notch. A fully functional server demo can be downloaded from the Web Help Desk website for free, or simply explore the sample online demonstration By ShirazWHD on February 8, 2008 United States of America
32

A sneak peak at version 9.0 - Setting up a help desk system has never been easier and with revolutionary new features set to release in Web Help Desk's version 9.0 software Q2 of 2008...

FOR IMMEDIATE RELEASE
(Free-Press-Release.com) February 8, 2008 -- Fremont California – February 8th 2008

Setting up a help desk system has never been easier and with revolutionary new features set to release in Web Help Desk's version 9.0 software Q2 of 2008, you've never been closer to a perfect help desk application!

“Change Management with a robust, dynamic Approval Workflow and 3rd party Asset Discovery integration are huge additions to our framework,” says Vice President of Sales and Marketing, Terry Siddall. “As the ITIL framework is required more and more worldwide and the reliance of IT as the backbone of an organization increases, Web Help Desk continues to be one of the most aggressively developed solutions in the industry.”

Web Help Desk already offers a full suite of standard functions
Web Help Desk - No Assembly Required!

More from the author
* Web Help Desk – Distribution and Localized Support Expands Into European Markets

including; a 100% web based interface that is completely cross platform, one step connectivity with most database systems, intelligent business workflow for auto-assignment of tickets, LDAP synchronization, powerful customized reporting, 2-way email correspondence, automated SLA email reminders and ticket updates, built in knowledge base systems and even a fully integrated parts & billing feature.

An added benefit to the Web Help Desk is that it always comes feature complete, so there's no need to research or purchase different modules. Installation is a quick and easy process and the support & development staff are top notch. A fully functional server demo can be downloaded from the Web Help Desk website for free, or simply explore the sample online demonstration

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environment. Grab a copy today and see why so many organizations around the world have already switched to Web Help Desk!

Web Help Desk is a powerful and proven web based application developed by MacsDesign Studio LLC, a company with a decade of experience in the help desk industry. Featured organizations using Web Help Desk right now include, Apple Inc., Time Warner, NASA, Sony Pictures Entertainment, Gold’s Gym, FileMaker, a vast array of EDU's worldwide (K12 to Higher Education) and the United States Armed Forces.

About MacsDesign Studio LLC: Founded in 1998 and based in Fremont, California, MacsDesign Studio LLC is comprised of web application developers specializing in Java enterprise web applications. More information regarding MacsDesign Studio, LLC can be found at http://www.webhelpdesk.com.

WSS Help Desk Software Updated – Now with Microsoft Active Directory Integration

2010-03-27T07:08:00.000-07:00

WSS Help Desk Software Updated – Now with Microsoft Active Directory Integration

Web-Site-Scripts Company, the global leader in help desk management software, announced today Microsoft Active Directory integration for its php helpdesk software.

Web-Site-Scripts quickly penetrate into the market of help desk software. Its mission is providing software that features web-based and powerful self-service helpdesk that allows people to find answers to their questions immediately instead of submitting emails, tickets, or calling company’s support department.

Knowledge base systems made a revolution in help desk service. Due to the nature of knowledge bases, they provide answers in much more handy and quick way than it has been ever before. Customers become satisfied and stay loyal if they get answers here and now instead of waiting for response
WSS Help Desk Software Updated – Now with Microsoft Active Directory Integration

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from operator.

Solid knowledge base is the considerable part of modern web help desk system. Companies are fighting against support requests with the same repeating questions; they are trying to reduce support costs and help new employees acquire job knowledge faster.

Announced LDAP integration support satisfies needs in creation of information system with providing of multiple services using single account directory. Provided solution helps in organization of support desk with basic and premium support subscription, per-user, per-product, and per-service support services in a transparent way for users and staff.

“We have integrated internal Active Directory with our help desk system. Apart from convenience of single sign on, it is also improves the whole system security – it is much easier for user to remember one password and he doesn’t try to store it on a scrap of paper (common problem that needs to be solved by administrators, by the way)”, - said Edward Nikolaev, Head of Support Department.”Centralized organization and execution of enterprise systems with large number of users is almost impossible without powerful account directory integration.”

When we talk about php helpdesk software by Web-Site-Scripts Company, we must say about huge variety of settings that supply amazing flexibility in creation of different knowledge bases and in providing feedback tools to customers. Customers can influence knowledge nuggets rating, tell how knowledge base can be improved, ask questions and receive answers, contribute new content, start threads with staff in comments, etc.

Microsoft Active Directory integration also allows easily involve all company members contribute to customer support desk. “Active Directory integration is valuable thing for the help desk support. It allows us involve developers to support process. They see positive clients feedback and give helpful hints to support staff using existing accounts”, - said Igor Dobritskiy, CTO of Web-Site-Scripts Company. “It greatly improves the quality of support and development”.

For additional information on the WSS Help Desk Software visit http://www.web-site-scripts.com/help-desk-software

Web Help Desk Announces Affordable SaaS and On-Premise Lite Editions

2010-03-27T07:05:00.000-07:00

Web Help Desk Announces Affordable SaaS and On-Premise Lite Editions

For nearly a decade before the buzzwords "SaaS" and "Cloud Computing" entered the mainstream, Web Help Desk has provided the service desk industry with its award winning hosted help desk software. Today, Web Help Desk announced an affordable Lite Edition for small to medium businesses, K-12 schools, collegiate departments and governmental agencies. This new Lite Edition is available as both a hosted SaaS application or for on site installation.

In today’s challenging economic climate, organizations have shifted focus to customer service and retention. Organizations must implement the tools that provide the best ROI, and the availability of the Web Help Desk Lite Edition as a Software as a Service (SaaS) model or On-Premise Server License ensures that an organization of any size and technical infrastructure can provide, track, and report on customer relations and deliver quality customer satisfaction.

"Organizations demand measurable value in their investments and are seeking alternatives to expensive, heavyweight software packages and hard to maintain in-house solutions" said Web Help Desk, VP, Terry Siddall. "If you currently have a costly solution in place and use only a minority of its functionality, take the time to explore the Web Help Desk Lite Edition. We have achieved a great balance of features and price that can satisfy the needs of most customers and save them money at the same time."

Web Help Desk Lite Edition offers a strong feature set, simple implementation, ease of use, email integration, flexibility, scalability, and an unparalleled user interface. This powerful feature set is all backed by an industry leading, knowledgeable technical support team.

Web Help Desk Lite Edition Key Features:

Web Portal - A full customer support web portal for end users to submit service requests, view ticket updates, and seek self help or view auto-suggested solutions from the knowledge base.

Email-to-Ticket Conversion - Automatic email-to-ticket conversion ensures that service requests submitted via email do not fall through the cracks and breach SLA.

Ticket History and Audit Trails - Support staff may add notes (and hidden notes) to each ticket from the web or via email. Every update to a ticket is recorded by username and time date stamp.

Knowledge Base - The customer service Knowledge Base allows both public and private visibility of entries. Building an extensible and searchable knowledge base for internal and external use is easily attainable.

LDAP and Active Directory Integration - Utilize your current LDAP or AD directory for login authentication and to schedule imports of customer data.

SLA Email Alerts and Reminders - Configure various Service Level Agreements for email alerts, escalations and reminders to be sent to support staff.

Graphical Performance Reports - Run a variety of help desk reports to measure productivity and gauge customer satisfaction. Reports may be run real-time, exported to spreadsheets, or through automated email delivery.

SaaS Hosted Licensing:

The Web Help Desk's hosted Lite Edition builds on a near decade long tradition of providing a secure, efficient, high-speed platform at a fraction of the cost of comparable solutions, eliminating the need to maintain a costly server infrastructure. A "try it before you buy it" hosted trial period ensures that an organization's requirements are met with zero financial investment or risk.

On-Premise Server Licensing:

The Web Help Desk Lite Edition is a cross-platform, vendor neutral server side application that can be installed on any Windows operating system, Mac OS X, Linux, and UNIX. Organizations who maintain solutions in-house can easily deploy the Web Help Desk on existing hardware along side existing applications.

Upgrade Path From Lite to Pro Edition:

As the complexities of your organization and demand to provide enhanced customer service increase, upgrading from Web Help Desk Lite to Pro is a great option. Upgrading is a simple license key change, so there is no need install additional software for on-premise upgrades. SaaS customers can be instantly switched from Lite to Pro as well.

For more details and a free help desk software download, visit the Web Help Desk website http://www.webhelpdesk.com or call +1-510-279-2251.

About Web Help Desk:

Founded in 1998, the Web Help Desk software suite is the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

Professional Help Desk Software – 01Com.com

2010-03-27T07:00:00.000-07:00

Professional Help Desk Software – 01Com.com

The Canadian software developer 01 Communique is now presenting its new service website containing full presentations for its highly sought after help desk software applications. The company has over eighteen years of experience in the field of it support and remote support software solutions. “I’m OnCall” is the company’s best selling product and it was already installed on the computers of millions of clients from Canada, the United States, and other countries around the world.

“I’m OnCall” is perfect for it support companies that want to present their customers with full it support while keeping operations extremely time and cost effective. The help desk software application contains numerous features that make it extremely easy to use. An IT support specialist
Professional Help Desk Software – 01Com.com

can present his or her customer with the required remote support services within just a few minutes from the login to “I’m OnCall”. The ground breaking remote support help desk software application offers the IT support specialists with the opportunity of offering their customers with completely secure and reliable customer remote support.

The capabilities of the help desk software application presented on 01com.com set it a world apart from the other remote support alternative which is over the phone IT support. Other unique features that make remote support software tool being offered by 01 Communique stand out from all the other similar applications, are auto configured remote connections, full support for Windows 7 and Mac Snow Leopard, the option that each user has to create custom branded interfaces, customer incident training, technician activity reporting, and many more.

For more information and details about the company and its services, please visit the website or use the contact details presented below: http://www.01com.com