Archives | August 2010


Help Desk Service Level Agreements (SLA) and Service Catalog

24 Aug 2010 |  Posted by admin |  0 Comment.
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The first step in creating help desk Service Level Agreements (SLA) is to create a Service Catalog. At its most basic level, a service catalog is a list of all the services your help desk will provide. In most cases, an SLA is used to define the support requirements of a team to which the help desk escalates cases: The subset of the service portfolio visible to customers. It consists of services presently active in the service operation phase and those approved to be readily offered to current and prospective customers. A database or structured document with information about all live IT services,...



New help desk design

04 Aug 2010 |  Posted by admin |  0 Comment.
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HelpDeskSAAS software version 1.7.2 released HelpDeskSAAS version 1.7.2 was released on July 31, 2010. The release includes a variety of new features, enhancements and bug fixes for a significantly improved user experience. Notable items of the update are User registration, Ticket attachments, Knowledgebase to ticket linking, Custom fields and Theme Backgrounds. New Design and Layout The new design should make HelpDeskSAAS more appealing and give it a more modern and professional touch. One of the most significant design changes is a new accordion menu. Accordion menu is a very handy tool to show...