Fenestra AnswerDesk is a Windows and Web-based Helpdesk Software

Fenestra's AnswerDesk is a tool for communication. Whoever enters information, it is immediately available to service and support staff, field engineers and account managers. Major issues can be highlighted and absorbed fast. When the client calls, your account manager will know what's on their mind and who is dealing with it.

Core System

The core AnswerDesk system is intuitive, quick and reliable. All the necessary information is quickly available. We do not force each user to buy every helpdesk feature that has ever been invented. Our system is easy to learn and efficient.

However, the core helpdesk system is a complete entity with the standard features you need to get running quickly. These include a range of ways to find and view live and past incidents and reporting to show what has been happening and how long it is taking.

Standard Features

• Quick search to find active cases and actions with one-click access to all the case details and history displayed on a single screen.
• Logging and tracking with the ability to classify and assign cases.
• Activity timing for Service Level Agreement comparison and ease of invoicing.
• Problem prioritization, escalation and alerts ensure response to critical issues.
• Multi-user access to individual cases for staff based on the same local area or wide area network.
• Hosted, single or network site installations for scalability.
• Extensive management and customer reporting.
• Asset tracking records patterns of equipment performance.
• Exporting of report information into spreadsheets, databases and HTML.
• System and User Administration options with differing levels of privilege.
• Full WindowsTM navigation via menus, shortcuts and mouse and on-line help.
• A Backup feature protects you from loss of vital data.
• Reports can be scheduled and then emailed to chosen staff or stored for later access.
  

System Variants

• Customer Care
• Infrastructure Support
• Software Support
• Network Support
  

What's Different About Your Business ?

Options

• Database Integration. Instead of the standard low-maintenance installation, you can opt to share customer details with other applications using ODBC compliant databases such as Oracle or SQL Server.
• Customer access to report writing via Crystal Reports, Business Objects or an Access-like interface.
• Web enabled customer access.
• Extra E-mail alerts.
• Automatic new case generation by importing Word or Outlook E-mails or from SNMP applications.
• Website knowledge-base / Frequently Asked Questions.
• Usage Statistical Analysis.
• Bespoke development.
  

We Support You

AnswerDesk Benefits

• Streamlines and standardises your service methods and procedures
• Demonstrates and reports service level effectiveness to management and customers
• Increases customer retention through customer satisfaction
• Enhances customer confidence and builds long-term loyalty
• Empowers your customer service staff, improving motivation and morale
• Customer satisfaction can lead to referrals, sales growth, and increased revenues
• Flexible growth as your company expands its service requirements
• Low cost of ownership
  

Technical Specifications

Server Machine

• 200 MB available disk space
• Memory - 128 MB RAM
• Operating System - Windows NT 4.0 or later including MAPI. Windows 2000
  Server will be required for Terminal Services operation.

Client Machine

• 50 MB available disk space
• Memory - 32 MB RAM (64 Recommended)
• Operating System - 95/98/2000/Me/XP or NT 4.