The RIS Helpdesk Application is one of the most powerful and comprehensive Helpdesk management software suites to have ever been built using php technology. Built on an Oracle back-end, this application encompasses all of the elements that one looks for in management software: It is fast, efficient, robust and as a bonus it is easy on the eyes. Using this app, RIS is able to do any number of tasks, from assigning support jobs to tracking its employees to creating Foundry/Cisco switch and unix commands and/or scripts. Here are some highlighted features:

Where is everyone? One look at the integrated calendar informs the RIS Helpdesk of who is here vs. who is on vacation or training or just about anything else. Knowing with confidence what human resources are available to handle the support jobs of the day, our helpdesk staff are able to easily find the help that our clients need. Extra helpdesk coverage is also available form this birds-eye view.

When particular skills are needed, one can swtich to the profile page to view particular employees and their status. From this page, employees can also be paged directly with custom messages. Everything from the employee's workload to their location can be traced from this page.

Balance is everything. None of us should try to take on too much or feel that the day is not challenging enough. By giving support staff the ability to change their status, helpdesk is kept informed on who is ready to tackle more jobs, who needs help, those on vacation and/or training, and those not available for jobs due to special projects.

Job management is vitally important in any helpdesk environment. With the click of a mouse, our staff can see the effect that the overall job count has on our department and specific information on each job. From here, one can see if a job is new, in progress, stalled for any reason or complete. One can also search current and past jobs by ticket number or any other criteria. Logs are kept on each job to keep everyone up to date and informed.

Helpdesk 4.0 also integrates the entire process of handling applications for new accounts, and traces the process each step of the way, from the approval of the supervisors to the generation of unix scripts to automatically informing the contact and assigning a training session for the new employee.

Logs are kept in place up to and including the transition of an account application all the way through to an existing account for easy history tracing.