Example of a operator Notification E-mail Template using $variables.
Example of a operator Notification E-mail as seen in Outlook.
When a significant event, such as when a new request is created, or a call approaches being overdue, or when a call is re-assigned, NetHelpDesk can optionally inform anyone you define. This can be just the Agent dealing with the request, or his section or every Agent. When there is a change of service status escalation events are generated, based on the criteria you determine, and sets the call with the defaults you use.
NetHelpDesk has lots of features to help your end-users to be kept up-to-date regarding priorities of calls, or whether calls have been created by people in their area. If you have someone special on site, such as a CEO, Manager, Team Leader, Dean or Headmaster (the list goes on), you can set a priority that their calls are automatically escalated to, and also separate notification levels too.
A 'tool tray' icon program that sits in your tool tray waiting for escalation messages is available with NHD as standard. Escalation messages are queued until received by the Agent they are destined for. Escalation messages are generated by a separate program that runs on a server.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.