House-on-the-Hill Software has recently launched the latest version of their highly configurable service desk software: SupportDesk 2012. First showcased at the HotH User Group, features of the new release include:

• Graphical Workflow Designer: this new feature extends the SupportDesk functionality by providing a graphical interface to the management of Status codes within Service Level Management. By using drag-and-drop, a schematic can be produced to represent the workflow of the codes.
• Automated Change Authorisation: SupportDesk 2012 allows the transmission of voting emails to parties to authorise change requests raised by end users. The status of the change request automatically progresses as a result of the votes returned from the authorising parties.
• Case Based Reasoning: the software now supports the interactive display of possible solutions to incidents as the subject of the incident is typed. As the subject of the call is typed, matching entries from the Knowledgebase are displayed on the screen and the user can select from the offered solutions.
• Touch Functionality: SupportDesk’s Mobile option which allows access to the service desk from anywhere with a mobile device, has undergone enhancements, and now adopts Touch Style User Interface functionality. SupportDesk can now be accessed by engineers working away from the office through touch screen devices via a user friendly interface.
• Availability Management: allows the maintenance of staff working hours, holidays, general availability and automatic exclusivity of staff to active high priority calls.  Clear on-screen icons and information displayed at the time of call assignment means that the management of precious staff resource is always optimised.

 
To find out more about SupportDesk 2012, take a look at the SupportDesk 2012 Top 5 Features, or speak to a House-on-the-Hill consultant today: info@houseonthehill.com.

House-on-the-Hill will also be demonstrating 2012 features at this year’s SDITS show.