Cede SupportDesk product overview
Effective helpdesk management for your organisation. Cede SupportDesk is a fully integrated
helpdesk management solution enabling you to efficiently keep track of all helpdesk calls
The Smarter Helpdesk
Cede SupportDesk was designed with multiple teams in mind. Perhaps your organisation has
many different teams or departments supporting various aspects of your IT infrastructure. Cede SupportDesk
allows you to easily keep track of support requests, even when it has been assigned to a different team.
Cede SupportDesk will even alert you when another team has made a change to a request you have been working on.
This enables you to provide a superior service to your customers.
Tracking Made Easy
Cede SupportDesk makes it extremely simple to keep track of many different requests. Requests can be prioritised and
categorised, and Cede SupportDesk will highlight those requests that are of a higher priority. Each request can be
updated with the many different actions or activities taken to resolve a request which makes it extremely simply
for others to work and keep track of every request. Tracking requests by caller is made extremely simple using the caller
search facility which allows you to view all outstanding requests by caller. Cede SupportDesk prevents duplicate calls from
being created by providing you with a caller search facility just before a new request is created. This allows you to keep
existing calls updated directly as the calls come in.
Keep your customers informed
Cede SupportDesk integrates with Microsoft Outlook to provide an efficient way of always keeping your customers informed
of updates to their requests. Email templates can be created which will automatically include the critical parts of a request
including the Request Number, and Description of the request. This provides your customers with an effective solution should
the need arise to follow up a request.
If you find many calls relate to a very common problem, Cede SupportDesk allows to you create Request Templates saving your
support staff time when creating requests that relate to very common problems. Existing calls can be converted into templates, however
Cede SupportDesk ensures that only the most critical fields of the request are stored in the template. Cede SupportDesk also provides you
an easy way of viewing common request statistics including Most Common Category, or Average Number of Requests created per week. Microsoft
Excel and Word integration is also included for exporting request lists for reporting using any Third Party application.
Multiple Database Formats
CedeSupportDesk supports both a Microsoft Access database and a Microsoft SQL Server database. This gives CedeSupportDesk the flexibility of
being used for training purposes aswell as expanding the usage to large corporations with many thousands of clients.
Simplified deployment across enterprise
Supports MS Access or SQL Server
Integration across teams