The Novo Customer Support Suite combines our Help Desk Software with our very powerful, full featured Novo Knowledge Base Software enabling you to provide customer self help, different levels of internal support documentation and more.

Knowledge Base Applications:
   Help Desk Applications:
 
Reduce call volumes
Efficiently respond to repeat issues
Keep 2nd/3rd level technicians/engineers working on valued added projects
   Intranet/Extranet Web Customer Support Portal
Internet Help Desk Software 
Issue Tracking 
Inter-Department Service Request Tracking - i.e. equipment moves          

Reduced Support Staff Time: Customers/End Users can easily submit a support request through your web site or company Intranet/Extranet.  These requests are automatically added to the Help Desk ticket queue, reducing the number of inbound support calls and eliminating the ticket creation process by your help desk support staff.  Of course, your support staff can manually add help desk tickets as well.  Through the help desk, customers/end users can also track the status of their request through your web site.

Organize & Track Requests Across Departments: Distributed Help Desk Software Management allows each department or group within your organization to manage their own support/request/project queue.  Global managers can view/manage all queues through the help desk.

Completely Web Based  Help Desk - only a Web Browser is needed to administer & use the Help Desk system 

Easily Accessible on your Corporate Intranet or Web Site

Industry Standard Architecture (MS SQL Server, ASP/ASP.Net)

In-House & Hosted (ASP)  Help Desk Software Editions available

No Additional Hardware Required (can typically be installed on existing servers)

Utilizes Existing IT skills with minimal need for re-training 

Powerful Admin Dashboard 

Admin Dashboard - fully customizable portal dashboard for at-a-glance viewing of lists and managing reports. Drag and drop components
allow you to quickly and easily arrange and sort
the dashboard to each administrator's personal  preferences. 

End User Ticket Submission/Management (Enterprise Edition) 

Search Knowledge Base Articles - allows end users to search in Knowledge Base articles before submitting a ticket (requires Customer Support Software Suite Enterprise Edition - see below)

Submit Tickets - allows end users to submit a ticket directly into the Help Desk Ticket Queue (with email notifications - see below)

Manage Tickets - allows end users to review ticket status, add notes and attachments and close tickets

Flexible User Roles (Enterprise Edition)

User Roles Management - allows customizable user roles so you can define what your users can and cannot do.  

Multi-Department Ticket Management - allows Help Desk Tickets to be managed at the department level.  Each department can create and manage their own  tickets.

Work Flow System (Enterprise Edition - Optional Module)

USE: Many requests require multiple people in various departments to either approve the request (i.e. a change to a server configuration) and/or complete specific tasks related to the request (i.e. tasks related to hiring a new employee). The Novo Work Flow System provides a flexible method for automating AND keeping track of these tasks.
BENEFIT: Improvement in quality and control of information systems (Change Management), improved response time to requests involving multiple people, and reduction of time spent keeping track of multi-step requests.

Predefined & "On the Fly" Work flows: Ability to create  flexible work flows from a list of predefined tasks you setup or "on the fly" as help desk tickets are being added.

Completion/Approval Paths: Ability to define work flows with various completion/approval paths.

Rules Based Auto Assignment: Ability to automatically assign predefined work flows to Help Desk Tickets based on flexible business rules (i.e. when a ticket is added to a particular category).

Auto Email notifications: Email notifications are automatically sent to the appropriate person or group when tasks are completed or rejected.

Work Flow Task "Queue": Empowers managers to view pending task status, assignment, predecessor relationship and deadlines (with color coded due dates for past due, current, future).

User Defined Fields (Enterprise Edition) 

Empowers Help Desk Managers with the ability to customize fields available in a ticket request form to their specific needs.
Provides the ability to add multiple fields and determine their position on the ticket form.
Improves customer response times (support reps have more information and are able to resolve issues faster). 
Improved reporting capabilities that result in better problem analysis.
Ability to add multiple fields to Tickets, Accounts and Contacts
 Custom/Business Rules (Enterprise Edition) 

Flexible Business Rules - for auto assignment of tickets, auto notifications, etc.

Multiple AND/OR Conditions & Actions - ability to configure rules based on various field dependencies and perform multiple actions (i.e. update status, reassign, email alerts, etc.)

Rules Logging - ability to configure log events for each rule

Active Directory /LDAP Integration (Enterprise Edition - Optional Module) 

Maps Active Directory Groups to Departments and Roles - providing single sign on and easier user administration

End User Active Directory Authentication & Search - single sign on for corporate end users.  Also allows searching Active Directory for End Users when Help Desk staff add tickets.

Built in User Authentication - complete built in User Management if Active Directory is not used 

Automatic Email to Ticket Processing (Enterprise Edition - Optional Module)   

Monitors an email account and automatically adds/updates a ticket from the email message.

Web Services (API) (Enterprise Edition - Optional Module)  

Integrate Novo software with 3rd party software applications ? allows our help desk software to be integrated with your existing software

SLA/Ticket Escalation 

SLA Management - Associate end users/customers into service level groups (account types)

Business Rules - Create service level related business rules for each service level group

Escalation - Auto escalate/re-assign tickets to another person or team

Notifications - Auto email notifications (i.e. to a pager/mobile phone) to appropriate Help Desk personnel/management if a ticket is not responded to or closed within the defined time period.

Logging/Reporting - Define service level log events as informational, warning or failure allowing report generation on failures and near failures. Generate charts of SLA performance

Select Ticket Features (Enterprise Edition)  

Ticket Templates - create customized Ticket Templates, allowing you to create simple to complex ticket entry forms.

In order for today's businesses and organizations to maintain and improve customer service and optimize help desk staffing levels your  help desk software must help you create... an efficient, cost effective, web based customer focused support environment!

Whether you currently track support requests on paper or spreadsheet, or have help desk software that is no longer adequate for your current needs, we invite you to take a look at our Novo Help Desk Software which enables you to provide a cost effective Intranet or Internet help desk support environment.