FrontRange Solutions Debuts Next Generation of HEAT Help Desk Solution at HDI 2010 Annual Conference

FrontRange HEAT 9.5 features key enhancements in Self Service & Knowledge Management


FrontRange HEAT 9.5 features key enhancements in Self Service & Knowledge Management

Pleasanton | Tuesday, March 16, 2010 — FrontRange Solutions, the leading developer of Service Management solutions for medium-sized and distributed enterprises today announced that it will showcase its latest version of the award-winning HEAT® help desk solution at the HDI 2010 Annual Conference & Expo in Orlando, Florida.

Visitors to the show will be among the very first to see FrontRange HEAT 9.5 in action, with product experts on hand to demonstrate a wide range of new and enhanced features.

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 will be available to customers from March 23, 2010. For more information, please visit FrontRange Solutions at Booth 716 at the HDI Annual Conference, or visit us online at

About FrontRange
FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organizations around the world. FrontRange enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at


Media Contact for FrontRange Solutions:

Sabrina Hengehold
FrontRange Solutions
(925) 398-1368