ProductivIT comes with all the features of higher priced help desk products at a fraction of the cost. The help desk features are listed below.

Ticket Creation and Ticket Tracking

ProductivIT will allow you to create a help desk ticket in a number of ways:
	User activation can be initiated from the user desktop through the ProductivIT agent. This is the most useful way to accept the request because the agent will collect the details of the entire PC environment at the time of the request.
	Users can issue a support request through the user portal and knowledge base. This entry will allow the user to see the status of an existing request as well as try and find the solution themselves through the knowledge base.
	Users can contact the support desk and a technician can enter the details directly into the Administration Portal. The portal will try and associate an asset with the user in order expedite the solution to the problem.

Tracking and displaying tickets is also extremely flexible through the use of our query filter and view facility. Through this powerful tool ProductivIT portal users can select the exact data and results they wish to display for tracking tickets. In addition, a portal dashboard can be established for a quick graphical view of tickets in the system.

ProductivIT comes with an online chat feature that is initiated through the user portal and can be turned on or left off.

As an add-on feature, remote control that is initiated from the user's desktop can be installed or activated through an email message.

Workflow Management

ProductivIT comes complete with workflow management to mange help desk tickets from the moment they are opened until they are resolved. You can setup assignment rules that can automatically assign tickets to technicians based on the type of incident or use the auto-assign feature to assign a technician a ticket based on load and availability.

Service Level Agreements (SLA) can be setup to facilitate auto-escalation of the ticket based on elapsed time. When an SLA is setup and assigned to a ticket, you will be sure that everyone is notified when the ticket has aged beyond the lotted time.

ProductivIT has a complete resolution management system that will track all activities associated with the ticket. The elapsed time between activities is also recorded for complete control of each ticket. The technicians can upload files related to the activity and cross match other tickets for faster resolution.