Radically streamline the help ticket process
Say goodbye to the clunky, inefficient trouble ticketing systems of the past. HEAT Help Desk provides an easy to use customer service help desk for dealing with inbound ticket requests from any channel—email, web, social, phone, or chat. It also offers case management, self-service options, and knowledge management combined with workflow and automation capabilities. So IT is more efficient, and users are happier and more productive.
Cloud or On Premise Deployment
A SaaS ITSM solution can deliver exciting advantages, but on premise applications can be best for some organizations.
Multi-Channel Self Service
HEAT offers multiple, easy to access self-service channels to make IT and other departments more efficient and users more productive.
Automate incident processes to quickly resolve IT issues and restore service operations
Store & share group knowledge and information for both the service desk and customers
Enable service owners and business managers to adapt, design and take control of their own workflows and processes
Allow both internal and external customers to submit and track requests and get services anytime, anywhere
Provide visibility and access to all services (IT and non-IT) offerings for the enterprise
Dashboards & Reporting
Monitor service delivery, quality and commitments in real-time with role-based dashboards
Automate phone interactions with call routing, integrated voice response & self-service, update broadcasts and screen-pops
Enable authorized IT staff to access and control all systems on the network to identify and correct problems remotely
See How Our Customers are using HEAT Products
We can spend our time implementing new processes and enacting changes that will deliver better service to our users, rather than keeping the helpdesk system up and running.
HEAT is the biggest contribution that the IT department has made to the business over the past five years
The system has become more than a help-desk application and now serves as our central incident and request management system.