Web Based Helpdesk & Support Management System

MiSupport Helpdesk Software provides a comprehensive and cost effective incident management solution that the whole organisation can use. It centralises the submission, assignment, prioritisation, tracking and reporting of an incident and allows you to proactively manage multiple helpdesks, service desks or call centres.

Powered by MiCore Portal Engine the software leverages key components from the MiCore Web Portal framework allowing MiSupport to be tightly integrated into your Intranet, Extranet or Community Website.

It requires no programming skills to deploy or manage and is simple to access and use. The graphical interface has been designed to utilise the existing styles and themes from MiCore Portal Engine, creating a consistent user experience.

The MiSupport dashboard integrates into the MiCore Portal homepage allowing users to monitor calls and actions assigned to them or the particular support groups and communities that they belong to. At the click of a button they can use powerful web based helpdesk tools to log, find and track the history of every incident.

Incident Logging, Assignment & Status Tracking

The software supports multi-channel communication by tracking incidents submitted by telephone, email, web forms and SMS messages

Incident escalation and prioritisation levels can be set for each helpdesk group and are integrated with your communications systems to help distribute the assignment and alerts for each incident. Helpdesk operators can collaborate with colleagues by assigning actions to each other relating to each incident. Control of this process is maintained by the call owner until a fix or resolution has been met.

The MiSupport Inbox helps you track and manage multiple support groups simultaneously. The system alerts the user of high priority or overdue processes, helping the organisation meet pre-defined service level agreements. It informs users of pending incidents and actions that each support group and individual is responsible for and provides rapid access to the information.

Internal and external users can submit and review the status of their own support calls online. Authorised MiSupport operatives can enter incidents directly into the software. End users may enter their own incidents into the system or track their open and closed calls via an easy to use webpage that can either be hosted in your MiCore Web Portal or your public website. This allows you to enhance your employee, customer or partner web experience by providing an online fault logging or enquiry facility to drive efficient customer service.

Multi Industry Problem & Request Process Automation

Communicating tasks and problems across disparate locations, users and systems can often be a challenge. An inefficient process can limit your ability to react quickly. MiSupport provides advanced workflows suitable for multiple industries that help you deliver an effective and rapid incident management service.

Businesses and organisations of all sizes who wish to deploy a helpdesk or call centre to manage ICT support, customer service, facilities management or any other support function, can use the software to manage the whole process.

MiSupport utilises the groups and communities in MiCore Portal Engine. Support groups can be created for departments, teams or even short term projects allowing specified users to interact with each other in multiple helpdesks with different operational responsibilities.

Actions can be assigned to colleagues across support groups empowering communal support procedures and delegation. The helpdesk administration system helps you configure the software to match the problem and request process automation needs of your users, placing MiSupport at the heart of your organisation's operations.

End User, Resource & Asset Management

Helpdesks and support departments that need to associate equipment or any type of resource with an end user will benefit immediately from the integrated asset database.

MiSupport allows you to manage your assets and easily find out where they are being used, and by whom. Assets can also be interconnected by parent and child relationships, allowing you to build a hierarchal view of the assets associated with a user or a support call.

Recording user and asset management information reduces the time to identify, locate and report support incidents. MiSupport delivers fast, valuable information to aid helpdesks and call centres by eliminating the effort it takes to collect the information.

This important feature can be put to work in many areas of your business. It is flexible and can centralise the way you store asset and resource management information, providing a powerful tracking solution to manage anything from the computers you own to the products you have supplied to customers.

Support Enquiry & Resolution Knowledgebase

Incidents are logged into the knowledgebase creating an archive of the problems, fixes and actions associated with every support call. MiSupport allows users to search the knowledgebase to retrieve information from previous incidents, assisting the quick resolution of problems.

Powerful search tools help you rapidly retrieve historical support information by keyword, user, call status and many other criteria to accelerate response times.

Operators are granted permission to access secure parts of the MiSupport knowledgebase, allowing you to segment particular helpdesks, call centres or support groups who handle sensitive information.

The MiSupport group knowledgebase and content management system can be used to publish training manuals, FAQs and other online material that you want to make available to users. This feature creates a flexible and proactive library of support resources that end users and operators can use to help reduce the amount of support requests.

Time Recording & Email Alerts

MiSupport measures your helpdesk service levels against predefined parameters and records the time each operator works on a particular incident. The inbuilt email alert and escalation features allow you to ensure that you meet your service delivery goals and stay informed about particular problem incidents.

You can manage your staff and project workflow more efficiently by using the extensive inbuilt customisable reports. The reporting tools help you track current and historical call activities, trends, and results.

You can assess how your support group's resources are being allocated and review activity or capacity levels. The support knowledgebase and call history not only assists the operator but also helps you assess and report the nature and frequency of the incidents they manage, allowing you to create templates for the most common calls.

This information can be used to review the costs to provide a particular helpdesk service, justify an increase in staff, determine training needs and maximise resources to handle support incidents in the most effective manner.

Service Level Agreement (SLA) Management

Define your own Service Level Agreement (SLA), to ensure that problems are acknowledged and resolved within a specified time period.

You can apply different SLA plans to each Problem Type, to reflect the different priorities of your support desk or customer services department. Priority levels may also be set by the person logging the call, to help ensure that problems are resolved in the correct order.

Personalised SLA status indicators are clearly displayed on the support homepage for each MiSupport operator. This provides a clear view of current calls, the call priorities, problem type and status.

Reporting & Analysis

MiSupport provides extensive reporting scenarios, from an overview of performance measures through to drill-down detail on individual parameters.

Determine at a glance how many calls or incidents have been logged by internal or external users, and how many are still open, or view the numbers of calls raised by each individual user. A variety of reports provide all of the information you need to make informed decisions about your support or customer service workflow.

These inbuilt reports make it easy to identify trends and mitigate recurring problems. It also helps to identify areas where further training may be required or can be used to simply track performance.

Customisable Data Fields

Many helpdesk applications restrict you to a limited number of data fields in the call logging screens. MiSupport opens up unlimited possibilities by enabling administrators to define customised data fields, based upon the problem type.

For example, if a user or MiSupport operator logs a call with a problem type of ‘Printing', you might wish to prompt them to enter the name, model and serial number of the printer. Custom data fields can be set as a mandatory or optional on call logging screens.

Real-Time Progress Updates for Users

It can be frustrating for users to log incidents or support calls and then not receive any progress updates from the helpdesk. MiSupport can be configured to send a variety of customisable email messages to help ensure that your users are kept informed as their call progresses.

Emails can be sent automatically upon the creation of an action relating to a call, when a call is assigned to a MiSupport operator, or when a call is closed.

To help relieve the pressure on your front-line staff, users can also view the status of their open and closed support calls at any time via an easy to use webpage. This page can either be hosted in your MiCore Web Portal, or your public website.

Extensive Documentation

MiSupport is supplied with extensive online documentation, accessed via the inbuilt help application provided with MiCore Portal Engine.

Three specific user guides are included; one for MiSupport Operators, one for administrators, and one for end-users. Each of the guides is packed with detailed and informative instructions, covering every aspect of the application. They are written to be easily comprehensible and jargon-free, helping users of any skill level.

MiSupport documentation is cross-referenced, searchable and illustrated with screenshots and easy-to-understand diagrams.