ATTACC Help Desk

Windows Console

Web Console

Easy Does It!

ATTACC Help Desk is a user friendly help desk tool that is not overly complicated. ATTACC includes both a Windows and browser-based console that provides you access from virtually anywhere.

Affordable Pricing

Why pay for an overly complicated system when you don't need or use most of the features? ATTACC has combined the most popular features and reports being used today and threw the rest of the code in the recycle bin. What's left is a help desk tool with capabilities of a large enterprise with a price tag for a small business.

ATTACC Help Desk v4.8

General Features:

• Complete installation within hours instead of days
• Access from virtually anywhere with the browser based end user Self Service and Technician consoles
• Browser based Self Service allows end users to submit, update and close their own tickets
• Simple layout: Screen layouts are not cluttered or busy. We put a lot of work into keeping things simple to make your job easier
• Calendar view of tickets by due date
• Service Level Agreements to automatically set incident due date
• Manager's Dashboard Console
• User Surveys with option to automatically send on closure
• Spell check
• Database, LDAP or Windows authentication
• Password Reset (Add-on)

Ticket Window:

• Default Team/Technician Assignments based on the Ticket category or users location
• Multiple Assignments per Ticket with the ability to make dependant Assignments for better workflow
• Global Issues for issues affecting multiple users a primary ticket can be created and child tickets can be attached. Any updates to the primary ticket will automatically be saved to the child tickets as well
• Quick Tickets: With the click of a button a new Ticket can be created with relevant information and Assignments pre-filled out
• "Canned Solutions" for quicker and more consistent Ticket closure
• User History: View user's issue history to know if there is a reoccurring problem or if training is needed
• Notes Summary tab to review all the Technician and User notes in a sortable order
• Total Time Spent tracks the time spent of each Assignment within a Ticket for better reporting
• File attachments: Technicians or end users can attach files to ease in troubleshooting or document approvals
• Search for user in AD if not in between scheduled imports
• Custom Fields for greater flexibility
• Dynamic Knowledgebase pane instantly shows relavent articles to current incident

Search:

• Saved searches
• Export search results to Excel

Knowledgebase:

• Approval system to remove/update articles before they are public
• Copy Solution to clipboard to paste into ticket
• Create "Canned Solutions" from article
• 5 star article rating system

Reports Console

Reporting:

• ActiveReports based reporting system
• Reports Console
• Manager's view Dashboard
• Schedule reports and either have them automatically emailed or saved to a shared directory

Administration:

• Schedule the import of users from Active Directory
• Email processing: Email notification of ticket creation, updates and closure to technicians and users. Email submission of issues with categorization and assignment rules.
• Costing for bill-back of support

System Requirements