Revelation Helpdesk Overview

Revelation Helpdesk Overview

Revelation modules

Does your helpdesk team complain about having to enter the same information into your existing system over and over?

Reduce the repetition and the time it takes to log a call. Log a call in one step - simply choose the appropriate call template and click save - all the details will be auto-entered. Common calls can be defined in call templates and then accessed via a pull down menu on the 'log a call' screen.

Templates can be organized in groups and even tied against teams. These template groups can be associated with different support teams. In this way - Revelation can be configured so team members see only the call templates that relate to their activity. When combined with Revelation's ability to organize call types similarly - you can essentially create individual interfaces for different support teams throughout your organization. Each team sees only what it needs.

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How much time is spent trying to translate a problem or issue description?

We have a solution - attach files to Revelation against clients, departments, projects and even individual call actions. Instead of trying to describe a software error message - your end user can simply take a screen shot and upload it with the call.

When combined with the E-mail Monitor module, end-users can attach files to e-mails sent to the helpdesk. Revelation will automatically attach the files to the new call.

When combined with the End User Interface, end-users will have the ability to attach files to new or existing calls through their web-browser.

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When is a call not a call?
Why should you change the way you think & speak for a new piece of software?

Every organization is different. We understand this and have integrated the ability to easily customize terms within Revelation to suit the way you work.
The Personalization module makes Revelation more customizable to your process by allowing you to specify up to 35 different terms and phrases globally throughout the application. In addition, you can replace the Revelation logo on the login screen, internal & external mastheads with your own.

We believe that software should adapt to you - not the other way around.

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Cross your entire IT support operation, do you know...?

What's happening right now?
Where you spend the most and least amount of time?
Where the next major issue will arise?
If your projects are on time and under budget?
Which staff members are doing well and which need more training?

Revelation's Management Plus Module answers these questions and more...

The Management Plus Module contains a variety of tools & enhanced reports designed to give you greater insight into your IT support operation. From up-to-the minute call data to long term trends, the Management Module will help you keep costs down, operate more efficiently, and plan for the future.

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Do your customers call you for simple status updates, or to report new issues?
Do you wish you could reduce the interruptions for your staff and help them focus on their job?

Every minute your staff spends dealing with simple, repetitive, time consuming tasks you are reducing your up-time, lowering your efficiency and affecting your overall customer satisfaction - Revelation's End User Interface can help you improve all of this.

Through their interface, your end-users can read system wide messages posted by your staff, log new calls, view details and status on current calls and even browse a self-help system directly through their web-browser 24/7. Administrators can even pull published reports for their department.

In the end - your customers will feel empowered; they will be part of the solution - getting the information they need when they want it. You, on the other hand, will have more time to focus on the matters at hand.

When combined with the File Upload module, end-users can also attach documents to new or existing calls.

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Do you track assets as well as people?

Revelation's asset manager lets you easily assign, edit & relocate assets against people and locations. When logging a call - you have direct access to the end users' asset information. With one click you can also see shared hardware assets installed at their location, like printers and servers.

Within the search and reporting areas you are now able to find and filter assets - as well as view complete work history.

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Are you closing your calls on time?
Does your current software escalate issues before you even know they're late?
Are you resolving priority issues first?

Revelation's Service Level Manager lets you specify respond and resolve times based on priority so important calls will be dealt with first.

The service level engine gives you the ability to create unlimited service level agreements. Each SLA has specific response and resolve times tied directly to priority. SLA's can be assigned at a global level and then customized per client and per project. The integrated escalation system will alert the call assignees and project managers when the call is at risk of going late and again when the due date has passed.

Why wait for calls to go late before they are escalated? The Revelation SLMM lets you create 'at risk' states for each SLA - effectively alerting you before a call goes late. Technicians will see the call change to yellow on their homepage and will receive an e-mail alert to their regular e-mail account as well as their pager or cell phone if they are away from their desks.

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Do your customers report issues via e-mail?
How much time do you spend copying and pasting them into your helpdesk?

With Revelation's Email Monitor module both of these tasks are combined into one. When an end user sends an e-mail to the helpdesk, Revelation will parse their address and follow your predefined business rules. The call will be logged in the appropriate place and alerts will be automatically sent to the right people. When combined with the File Upload module, end-users can also attach documents to their e-mails and Revelation will automatically attach them to the call.

Any device in your organization that can send an e-mail can now log a call in Revelation - once more - by parsing the e-mail address Revelation will assign the new call to the appropriate people with the necessary priority.

Both the Email Monitor & End User Interface modules are designed to empower your end users by allowing them to not only submit new calls through the web and e-mail, but to keep them up to date on their calls and other helpdesk info.

Your end users are more informed and at the same time, your staff is freed up for more productive work - it's like getting another employee on the helpdesk at a fraction of the cost.

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Why maintain two separate contact databases? If you have contact info in your active directory then Revelation can import them directly into its database. Easily update contact info. This module takes advantage of NT Authentication to automatically login your staff once they have logged into their machines.

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Are your end users paying clients?
How many times have you been told?

Create web based invoices which can be sent as HTML e-mail or posted to the end-user interface (if active). In addition, an aging report will show you what has been paid and what is outstanding.

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