Service Desk Software and Help Desk Software from Specialist Software Services

0845 634 5170 Free Trial
Test Drive Register For Our Live Webinars

Oxygen Features

Feature Express Team Enterprise
100% Web Based Help Desk Software Solution blank spacer blank spacer
Windows Server blank spacer blank spacer blank spacer
Windows SQL Server blank spacer blank spacer blank spacer
SSL Security Configuration blank spacer blank spacer blank spacer
       
Incident & Problem Manager      
Incident Management for Issue Tracking, Customer Service, Facilities Management and Request Management blank spacer blank spacer blank spacer
Client / Customer Self Service Portal     blank spacer
Call History & Information via Self Service Portal     blank spacer
Email-to-Incident Conversion, including Attachments   blank spacer blank spacer
Quick Call Template blank spacer blank spacer blank spacer
Tiered Service Desk Configuration - Unlimited Levels blank spacer blank spacer blank spacer
Parent / Child Relationships - Link "Incidents" to "Problem" Incident (ITIL) blank spacer blank spacer blank spacer
Dynamic Quick Call Templates based on Request Categories blank spacer blank spacer blank spacer
Configure Multiple Inbound Email Addresses   blank spacer blank spacer
Full Audit Trail of Incident - Username & Date/Time/Comms/Events blank spacer blank spacer blank spacer
Export Incidents (CSV) blank spacer blank spacer blank spacer
Time Tracking throughout Call Life-cycle blank spacer blank spacer blank spacer
Known Issues / Alerts blank spacer blank spacer blank spacer
Bulk Call Updates blank spacer blank spacer blank spacer
       
Communications via Email and Self Service Portal      
Two-Way Email Correspondence Integration   blank spacer blank spacer
Incident Note directly from email   blank spacer blank spacer
Change Incident Status from email   blank spacer blank spacer
Email Client with Updates   blank spacer blank spacer
Reassign Incident directly from email   blank spacer blank spacer
Add Time Spent on Incident   blank spacer blank spacer
Email Notifications on Incident Updates fully confgurable   blank spacer blank spacer
Carbon Copy (CC) and/or Blind Carbon Copy (BCC)   blank spacer blank spacer
SMS Text Message Notifications (with third party software)   blank spacer blank spacer
Email to Incident Conversion, including Attachments   blank spacer blank spacer
Configure Multiple Inbound Email Addresses   blank spacer blank spacer
Technician or Tech Group Email Notifications   blank spacer blank spacer
Customise Email and SMS Messages   blank spacer blank spacer
Create Incident and update Incident from Self Service Portal  
blank spacer
Attach Files from Self Service Portal  
blank spacer
Known Issues update on Self Service Portal    
       
Help Desk Management      
Basic and Advance Incident Searches (with fully configurable saved options)  blank spacer blank spacer blank spacer
Multi-Level Escalation Path  blank spacer blank spacer blank spacer
Escalation Email Notifications    blank spacer blank spacer
Multiple Locations, Departments, Projects and Customer Support blank spacer blank spacer blank spacer
Operational Business Hours Support  blank spacer blank spacer blank spacer
Bulk Incident Updates  blank spacer blank spacer blank spacer
Report Writer - Metrics, Graphical, Performance, & Bottlenecks blank spacer blank spacer blank spacer
Export Reports to PDF, DOC, CSV, Crystal blank spacer blank spacer blank spacer
       
Account Management      
Active Directory Synchronization  
blank spacer blank spacer
Import Clients (CSV)  blank spacer blank spacer blank spacer
Export Clients (CSV)  blank spacer blank spacer blank spacer
Self-Registration Option  blank spacer blank spacer blank spacer
Permissions based Technician Accounts blank spacer blank spacer blank spacer
Define Technician Groups  blank spacer blank spacer blank spacer
Technician Availability Management  blank spacer blank spacer blank spacer
Client Permission to View Incident History Across a Territory blank spacer blank spacer blank spacer
       
Service Level Agreement      
Service Level Agreement Management   blank spacer blank spacer blank spacer
Custom Alerts as SLA Breach Approaches blank spacer blank spacer blank spacer
SLA Escalation Email Notifications and Color Alerts   blank spacer blank spacer
SLA Reminder Escalation Email Notifications   blank spacer blank spacer
Non-SLA Impacting Incident Status Configuration blank spacer blank spacer blank spacer
Time Tracking throughout Incident Life-cycle blank spacer blank spacer blank spacer
       
Knowledge Base Management      
Customer-Only Articles and Technician-Only Visibility or Customer and Technician views   blank spacer blank spacer
File Attachments and Rich Text w/ Hyperlinks   blank spacer blank spacer
One-Click Knowledge Base Article Creation   blank spacer blank spacer
Approval Management for KB Manager    blank spacer blank spacer
Nested Category Search Criteria    blank spacer blank spacer
Keyword Search Criteria    blank spacer blank spacer
       
Asset Management - CMDB      
Centralized CMDB Repository     blank spacer
Remote Analyst Tool Launcher blank spacer blank spacer blank spacer
Detailed Asset Information - Hardware or Software     blank spacer
Manage Asset to Enduser(s) / Client(s) Associations     blank spacer
Parent / Child Asset Relationships      blank spacer
Software License Management      blank spacer
Associate Service Request Incidents with Specific Assets     blank spacer
Instantly View All Incidents for Given Asset     blank spacer
Unlimited User Defined Fields for Dynamic Forms     blank spacer
Customizable Asset "Statuses" i.e. Deployed, Storage, Retired     blank spacer
Warranty & Lease Expiration Management w/ Email Notifications   blank spacer blank spacer
Service Contract Expiration Management w/ Email Notifications   blank spacer
blank spacer
Location & Room Asset Association     blank spacer
Vendor, Manufacturer, & Model Management     blank spacer
Full Audit Trail of Asset - Username & Date/Time     blank spacer
Asset Discovery Integration (see self-titled section below)     blank spacer
Import Assets (CSV or XML)      blank spacer
       
Approval Workflow Change Management      
Seamless Change Request Submission     blank spacer
Unlimited Tiered Approval Steps     blank spacer
Automatically Assign Approver Based on Job Title, Department, and Location     blank spacer
E-Mail Reminders Sent to Approver Staff     blank spacer
Hide or Show Reason for Denying Change     blank spacer
Approved Requests Automatically Convert to Service Incident for Fulfillment     blank spacer
Administrator Approval Override Option     blank spacer
Change History     blank spacer
       
Task Management      
Multi-Element, Event Based Task Work Flow Manager blank spacer blank spacer blank spacer
Schedule Recurring Tasks blank spacer blank spacer blank spacer
Schedule Tasks to Run at a Future Date blank spacer blank spacer blank spacer
Share Tasks With Other Technicians blank spacer blank spacer blank spacer
Seamlessly Integrate Approval Work Flow blank spacer blank spacer blank spacer
       
Billing & Parts Management      
Add Time Spent on Incident within Technician Interface blank spacer blank spacer blank spacer
Service Time Block Management blank spacer blank spacer blank spacer
Enter Service Time by "Time" or "Points" blank spacer blank spacer blank spacer
       
Service Desk      
Multi Service Desk   blank spacer blank spacer
Availability Management   blank spacer blank spacer
Intelligent Attribute System   blank spacer blank spacer
Call Logging Workflows   blank spacer blank spacer
       
Integration Services      
Active Directory   blank spacer blank spacer
CRM   blank spacer blank spacer
Mail Services   blank spacer blank spacer
Discovery Tools     blank spacer
Scheduled CSV Import, export functionality     blank spacer
       
System Administration Portal      
Configuration Manager   blank spacer blank spacer
Workflow Engine   blank spacer blank spacer
Administrators Tool Set   blank spacer blank spacer