Advantages

Easy to custom

Because Help Desk is entirely developed by Expert Software we can adjust how the system works in any way our customer desire. We can change anything from small graphical elements to complex flows redefinition thanks to a powerful application design that makes EHD extremely flexible.

Interoperation with third party solutions

Considering the fact that it’s not uncommon for a company to work with other entities which have their own ticketing system, EHD was design to interoperate with proprietary solutions (custom protocols based on foreign existing solutions) in order to provide a faster and more familiar way of handling tickets for external groups.

SMS and e-mail alerts

Business critical incidents will send SMS and email alerts to all those involved as configured. Also there is an automate escalation procedure that will send alerts when the priority of the ticket will rise.

Custom reports for easy information management

The system has a section with predefined reports where we can add any custom reports required by the business model of our clients

Easy to custom knowledge base

The main objective of any organization is to be efficient in solving any incidents which may appear. That's why we have developed an easily upgradeable knowledge base that contains an answer tree for quick solutions (based on previous incidents). This will be accessible to all systems users.

Scalable

Due to the fact that EHD doesn’t have a limited number of users and operators, it can be easily associated with different groups in the system. Because of that, EHD can sustain a various and wide range of companies, from smaller to enterprises.

Availability

Because it is a software as a service web-based solution it works from anywhere, anytime with a SLA of 99%/year

Asset Inventory

Expert Help Desk has a module for asset inventory where one can define different categories of all kind (IT or non IT related). It provides a platform to manage and keep track of all assets in the company or branch. It has a service cost approval flow, asset history, cost center for service repairs report and SLA measurements. The module allows you to see at any moment the assets statuses ( E.g. In use, In Repair, Disposed). It can also be used to monitor lease information for all assets and notify administrators (and/or technicians) in time when they expire.

Multilanguage

EHD can be used in English or Romanian, but we can extend it to more languages on request.