| Feature |
Express |
Team |
Enterprise |
| 100% Web Based Help Desk Software Solution |
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| Windows Server |
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| Windows SQL Server |
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| SSL Security Configuration |
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| Incident & Problem Manager |
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| Incident Management for Issue Tracking, Customer Service, Facilities Management and Request Management |
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| Client / Customer Self Service Portal |
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| Call History & Information via Self Service Portal |
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| Email-to-Incident Conversion, including Attachments |
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| Quick Call Template |
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| Tiered Service Desk Configuration - Unlimited Levels |
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| Parent / Child Relationships - Link "Incidents" to "Problem" Incident (ITIL) |
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| Dynamic Quick Call Templates based on Request Categories |
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| Configure Multiple Inbound Email Addresses |
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| Full Audit Trail of Incident - Username & Date/Time/Comms/Events |
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| Export Incidents (CSV) |
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| Time Tracking throughout Call Life-cycle |
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| Known Issues / Alerts |
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| Bulk Call Updates |
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| Communications via Email and Self Service Portal |
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| Two-Way Email Correspondence Integration |
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| Incident Note directly from email |
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| Change Incident Status from email |
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| Email Client with Updates |
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| Reassign Incident directly from email |
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| Add Time Spent on Incident |
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| Email Notifications on Incident Updates fully confgurable |
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| Carbon Copy (CC) and/or Blind Carbon Copy (BCC) |
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| SMS Text Message Notifications (with third party software) |
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| Email to Incident Conversion, including Attachments |
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| Configure Multiple Inbound Email Addresses |
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| Technician or Tech Group Email Notifications |
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| Customise Email and SMS Messages |
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| Create Incident and update Incident from Self Service Portal |
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| Attach Files from Self Service Portal |
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| Known Issues update on Self Service
Portal |
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| Help Desk Management |
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| Basic and Advance Incident Searches
(with fully configurable saved options) |
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| Multi-Level Escalation Path |
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| Escalation Email Notifications |
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| Multiple Locations, Departments,
Projects and Customer Support |
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| Operational Business Hours Support |
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| Bulk Incident Updates |
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| Report Writer - Metrics, Graphical,
Performance, & Bottlenecks |
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| Export Reports to PDF, DOC, CSV, Crystal |
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| Account Management |
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| Active Directory Synchronization |
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| Import Clients (CSV) |
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| Export Clients (CSV) |
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| Self-Registration Option |
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| Permissions based Technician
Accounts |
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| Define Technician Groups |
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| Technician Availability Management |
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| Client Permission to View Incident
History Across a Territory |
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| Service Level Agreement |
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| Service Level Agreement Management |
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| Custom Alerts as SLA Breach
Approaches |
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| SLA Escalation Email Notifications and
Color Alerts |
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| SLA Reminder Escalation Email
Notifications |
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| Non-SLA Impacting Incident Status
Configuration |
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| Time Tracking throughout Incident
Life-cycle |
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| Knowledge Base Management |
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| Customer-Only Articles and
Technician-Only Visibility or Customer and Technician views |
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| File Attachments and Rich Text w/
Hyperlinks |
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| One-Click Knowledge Base Article
Creation |
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| Approval Management for KB Manager |
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| Nested Category Search Criteria |
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| Keyword Search Criteria |
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| Asset Management - CMDB |
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Centralized CMDB Repository |
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| Remote Analyst Tool Launcher |
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| Detailed Asset Information - Hardware or
Software |
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| Manage Asset to Enduser(s) / Client(s)
Associations |
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| Parent / Child Asset Relationships |
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| Software License Management |
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| Associate Service Request Incidents with
Specific Assets |
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| Instantly View All Incidents for Given
Asset |
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| Unlimited User Defined Fields for
Dynamic Forms |
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| Customizable Asset "Statuses"
i.e. Deployed, Storage, Retired |
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| Warranty & Lease Expiration
Management w/ Email Notifications |
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| Service Contract Expiration Management
w/ Email Notifications |
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| Location & Room Asset
Association |
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| Vendor, Manufacturer, & Model
Management |
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| Full Audit Trail of Asset - Username
& Date/Time |
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| Asset Discovery Integration (see
self-titled section below) |
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| Import Assets (CSV or XML) |
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| Approval Workflow Change Management |
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| Seamless Change Request Submission |
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| Unlimited Tiered Approval Steps |
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| Automatically Assign Approver Based on
Job Title, Department, and Location |
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| E-Mail Reminders Sent to Approver
Staff |
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| Hide or Show Reason for Denying
Change |
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| Approved Requests Automatically Convert
to Service Incident for Fulfillment |
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| Administrator Approval Override
Option |
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| Change History |
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| Task Management |
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| Multi-Element, Event Based Task Work
Flow Manager |
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| Schedule Recurring Tasks |
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| Schedule Tasks to Run at a Future
Date |
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| Share Tasks With Other Technicians |
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| Seamlessly Integrate Approval Work
Flow |
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| Billing & Parts Management |
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| Add Time Spent on Incident within
Technician Interface |
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| Service Time Block Management |
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| Enter Service Time by "Time"
or "Points" |
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