CCS Service Request Pro Features
Add even more productivity to your Service
Desk
Expand service
levels, reporting features and data accessibility with the Pro version
Work on tickets and incidents anywhere
with Web forms
In some organizations, help desk staff and technicians may go
offsite or not have access to Outlook. For these circumstances, we provide Technician Web forms. These forms
are the web version of our assigned ticket forms in which new log entries can be entered and the ticket
closed.
- Technicians and Service Desk staff can work on tickets from
home, outside the office or offsite using CCS Service Request Pro web forms.
- Look and feel of the Outlook assigned ticket form, but outside
of Outlook!
Rules Manager automates escalation, notification, routing and auto
response
The CCS Service Request Pro Rules
Manager is a powerful utility in which to set up conditions (ex. due date
is past) and define the actions to take when that condition occurs. Conditions can be set on any of the ticket
fields in the CCS Service Request, and a corresponding action (change field value, send email etc.) will be
executed when the condition(s) occur. Rules can be run immediately or schedule on periodic intervals. With the
Rules Manager you can increase service levels and make your staff more productive.
- Escalate tickets based on rules, notify or change status or
priority
- Route
tickets automatically to relevant staff based on criteria you
define
- Close old tickets "waiting on info" automatically
- Send reminders for tickets about to be
overdue.
- Set up auto-response emails
for tickets that need no staff response
Ticket Data Export automates reporting and third-party application
integration
The Ticket Data Export utility
lets you choose which tickets to
export, what fields on those tickets to export, whether it should go to Microsoft Access or SQL, and when it should
run. You can choose to add tables to an existing database or have the configuration setup create a new database.
With this feature, you can:
- Export ticket data to SQL and Microsoft Access
databases
- Filter tickets by status, chose fields for export, export new,
assigned and completed tickets
- Run export immediately or schedule one-time or recurring exports
- Use your favorite reporting or data analysis tools to create reports
- Export ticket data to other applications such as CRM, accounting and billing
applications
- Export data as a backup copy of tickets
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