FrontRange Solutions debuts next generation of HEAT® help desk solution with advanced Self-Service & Knowledge Management

Wednesday, 24 March 2010 05:50

FrontRange HEAT 9.5 addresses three foundations of successful help desk management

FrontRange Solutions, the leading developer of Service Management solutions for medium-sized and distributed enterprises has announced the launch of the latest version of its award-winning HEAT® help desk solution , which introduces a wealth of new features for both help desk staff and end users.

Kevin J Smith, Vice President Products at FrontRange Solutions, commented, 'FrontRange HEAT 9.5 addresses three critical areas of successful help desk operations. First, we've made it easier to manage and track incidents with a new Call Logging Dashboard.  Second, we're encouraging end users to help themselves with the improved Self Service module.  Third, we've made it faster for help desk users to remediate incidents with the new Knowledge Management module.'

The Call Logging Dashboard in HEAT 9.5 now features a 'My Assignments' view, to help individual users better manage their active incidents.  They can also choose to restrict views and turn off unused reports.  

Alongside the core product, the value-add HEAT Self-Service module has also been enhanced.  The Self-Service interface now allows the ability for customers to run issue templates, making it quick and easy for users to request routine services.  A new banner feature makes it easy to advise users of high profile issues, and users can choose to 'subscribe' for updates to particular issues.   

The user interface in HEAT 9.5 features a tabbed layout, greatly enhancing navigation within the HEAT interface.  Additionally, the email features within HEAT have been enhanced to feature support for html email formats, BCC fields and customizable 'from' and 'reply to' fields.   

Available shortly after the core HEAT 9.5 product, the revised HEAT Plus Knowledge module will feature several authoring enhancements, including document level security, and new abilities to take advantage of existing knowledge sources.

FrontRange HEAT 9.5 is available to customers now.  For more information, please visit www.frontrange.com.au.