IT Administrators and service providers know that managing user expectations and keeping a history of all issues and resolutions is key to providing quality support. The organisation and the users need and expect quick assistance and resolution to their problems.
pic provides a comprehensive integrated help desk and trouble ticketing system. Users and support personnel can interact in real time to report, diagnose and resolve issues quickly and efficiently without physically visiting the desktop.
pic provides IT Administrators and service providers the tools they need to resolve issues quickly, keep users happy and the organisation running.
Track User Issues and Resolutions
Create and track issues in detail
Configurable alerts based on issue creation and update
Complete issue history tracking with user, date and time stamp
Support for file attachments and screen shots
Configurable online views
Accessible from anywhere using a standard Web browser
Knowledge base
Integration Provides Overall Flexibility and Productivity
View complete hardware and software inventory
Easily pinpoint hardware and software changes
Provide immediate troubleshooting and issue resolution
Immediate remote control to the user from the issue view
Increase user satisfaction, productivity and ROI
Integrated Online Chat
User has immediate access to support personnel
Secure and limited to the organisation
No additional software or network configuration required
Flexible Configuration
E-mail alerts to support personnel based on issue criteria and computer groups
User definable issue categories, priorities and statuses
Flexible support personnel and user access policies
Easy and Fast Deployment
Up and running in minutes
No software to install
Easy administration of users and policies
No long training cycles or consultants required
Comprehensive Reports
User defined
Recurring, scheduled and automatically delivered via e-mail
