AnswerDesk Review

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Fenestra’s AnswerDesk is a tool for communication. Whoever enters information, it is immediately available to service and support staff, field engineers and account managers. Major issues can be highlighted and absorbed fast. When the client calls, your account manager will know what’s on their mind and who is dealing with it.

from the vendor:

The core AnswerDesk system is intuitive, quick and reliable. All the necessary information is quickly available. We do not force each user to buy every helpdesk feature that has ever been invented. Our system is easy to learn and efficient.

However, the core helpdesk system is a complete entity with the standard features you need to get running quickly. These include a range of ways to find and view live and past incidents and reporting to show what has been happening and how long it is taking.

Features:

Quick search to find active cases and actions with one-click access to all the case details and history displayed on a single screen.

Logging and tracking with the ability to classify and assign cases.

Activity timing for Service Level Agreement comparison and ease of invoicing.

Problem prioritization, escalation and alerts ensure response to critical issues.

Multi-user access to individual cases for staff based on the same local area or wide area network.

Hosted, single or network site installations for scalability.

Extensive management and customer reporting.

Asset tracking records patterns of equipment performance.

Exporting of report information into spreadsheets, databases and HTML.

System and User Administration options with differing levels of privilege.

Full WindowsTM navigation via menus, shortcuts and mouse and on-line help.

A Backup feature protects you from loss of vital data.

Reports can be scheduled and then emailed to chosen staff or stored for later access.

Technical Specifications

Server Machine

200 MB available disk space
Memory – 128 MB RAM
Operating System – Windows NT 4.0 or later including MAPI. Windows 2000
Server will be required for Terminal Services operation.

Client Machine