HotLine Manager Features

When a help desk operator receive a call, he first choose the Company and Contact name calling the help desk, and then search the knowledge base for an answer to the contact question.

• If an answer is found in the database, the operator can display it and answer to the contact. When finished, he just close the call to register it.
• If no answer is found, the operator then register a new case, i.e. an incident or a new question. When he have found the answer, he can recontact the customer to explain the solution.

Here is the main features.

• Companies and contact management.
• Log calls and cases (i.e. incidents) and classify each case by Case Type, Severity, Priority, and other attributes.
• Record an overview of the incident or the full details including error messages and the surrounding circumstances.
• Record any number of calls to an incident.
• Full searchable knowledge base.
• Print a variety of statistics.
• Customizable case statuses (searching a workaround, Call to 2 level support, closed or what ever you need for case management).
• Customizable case objects (concerning setup, GUI, data management, printing, backup or what ever your application uses).
• Include a basic accounting system.
• Multi-user with security groups.

HotLine Manager support Brazilian Portuguese, English, French language. You easely add new language support by adding 3 rows in the database, and updating one file.

There is 3 Help Desk operator profiles.

• Operators can only register Calls or Cases, and manage Cases (update a answer or workaround to the question or bug, update the status, update the priority...).
• Managers have Operators permissions, but can also register Companies and Contacts (add, remove, update).
• Administrators have Managers permissions and can manage Hot Line settings (Help Desk operators, Softwares for which customers can request support...).