Virtual Help Desk [VHD] is the next generation light weight Call Center/Help Desk application that allows organizations to have one point of contact through multiple channels: web, e-mail and phone, enabling cost effective management and coordination of problems as well as information requests by employees, partners and customers. Being fully web-based, VHD is available to users 24x7 through the customer "self help" module. Through it's unique cross department integration, all requests are handled and resolved quickly and professionally, providing improved customer satisfaction with reduced costs.

VHD offers:

a rich set of functionality out of the box;

affordability;

ease of use;

quick implementation

Comprising of 3 main modules :

HELP DESK;

ISSUE TICKET;

TEST SCRIPT;

VHD employs HTML, DHTML, XML, JavaScript, ColdFusion and Java technology to give Help Desk (Customer Support) / Development / QA managers and their team members all the information they need, when they need it, how they need it…. and all this with one click of a button.

From a functional point of view, VHD provides:

Status and detail information for individual Ticket
The VHD task-based Ticketing System can have multiple tasks assigned to it while it automatically keeps track of all activities inside a ticket as it is moves through the Help Desk/ Development/ QA lifecycle

Standard reports in HTML or PDF format
VHD makes it easy for Help Desk/ Development/ QA departments of an enterprise to provide quick access to status and progress information required by different levels of users - from developers to managers - with preconfigured report formats and graphs that can be executed directly by authorized users whenever needed. This provides timely and accurate information which results in quick and efficient problem resolution.

Powerful, easy queries for ad hoc reporting
VHD lets users easily select different combinations of data types and reporting layouts to provide precise and timely answers to questions regarding Help Desk/Development and testing issues. This significantly enhances the decision making process.

Up-to-the-minute accuracy
Data from the system is gathered and presented in real-time. The browser interface and web connectivity permit any authorized user with an internet connection to see the most current information they need for their projects and make accurate decisions.

VHD’s intra-modular, flexible architecture, allows your organization to add modules “on the fly” to the existing basic configuration, thus enabling users to get more functionality, as well as share necessary information within the extended enterprise or even with the clients.