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New Version of FootPrints web based heldesk available

  • 30 June, 2004 18:22

<p>FootPrints is the award winning, 100% web based helpdesk software from Unipress used across nearly every market segment from education, government, private and public organisations, utilities through to IT developers.</p>
<p>Unisoft is the exclusive Australian &amp; NZ Distributor for FootPrints and since Unisoft became the distributor of FootPrints several years ago, FootPrints covers, and has established, a strong presence in nearly every segment of the market</p>
<p>Version 6.5 Is Now Available!</p>
<p>FootPrints 6.5 combines signature ease-of-use with an expanded feature set for both internal and external support automation, new levels of sophistication, and stronger performance for large sites</p>
<p>FootPrints 6.5New Features and Capabilities Include:
Expanded Customer Self-Service Online
· The Customer eService Portal enables you to embed a simplified, highly customisable single-frame screen within your existing web site to give customers easy access to FAQs and solution knowledge bases without having to log-in.Comprehensive Customer Service Level (SLA) Management Module and Reporting Advanced User Management and Agent Workflow
· Agent Availability Matrix to automate the agent work process by offering individual work schedules and an agent availability matrix for managing schedules for internal and external team members.
· Follow-the-Sun Escalations to escalate issues to different teams at different time zones. Dynamical Link to SQL-based Databases and Address Books
· FootPrints Dynamic SQL Database Link is a new, add-on module that’s available for additional cost to dynamically link to customer contact information stored in your existing SQL relational database, including Microsoft SQL Server, Oracle, MySQL, Access, and other SQL-based directories. And, you can dynamically populate issue data fields from any SQL-compliant database.
More Powerful Support Metrics and Reports
· Automated, Customizable Flashboard for a Single, Consolidated View of Multiple Metrics
· Cross-Project Searches to view data from multiple projects in a single FootPrints window.
· New Metrics Report Wizard that measures additional quantitative data, including first-call resolution rate and service level metrics. Advanced FootPrints Database Maintenance
· Database Management Utilities to archive, backup, restore and purge tickets Enhanced FootPrints Speed and Performance with Large Ticket Volumes Project Management for Different Types of Request-driven Issues
· New Project Templates including HR, facilities management, and more. Integrated, Automated Network Mapping and Asset Tracking (Add-on for Additional Cost)
· FootPrints LANsurveyor This very affordable tool is an integrated, add-on module to FootPrints software that automatically maps your network, and discovers and tracks your IT assets - helping agents to speed customer problem resolution and minimize the need for user supplied information. FootPrints LANsurveyor supports Mac and PC environments.</p>
<p>For more information of FootPrints 6.5 Visit the "What's New" page at www.unipress.com/footprints/whatsnew.html.</p>
<p>A walkthrough of FootPrints is available. Contact Unisoft
Contacts:
Information: Annie Harper Email: annie@unisoft.com.au
Sales: Max Quenette Email: maxqu@unisoft.com.au
Technical Services Mark Rindel Email: mgrindel@unisoft.com.au</p>
<p>Phone 61+3 9540 0188 Fax 61+39 540 0980</p>
<p>Alternately a 30 day free evaluation is available for download from www.unipress.com</p>

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