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View advanced features provided with all Aestiva products.
More Value.
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- Products can integrate with non-Aestiva products.
- Products include dynamic reporting system.
- Products are multi-language ready.
- Products include detailed audit trail.
- Products can be extended with special features.
- Products utilize user-friendly paper-like forms.
- Products are affordable.
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- Products can be installed on your server.
- Products can also be installed on the cloud.
- Products can be scaled across multiple servers.
- End-user and admin side is 100% browser-based.
- Products are assembled and delivered fast.
- Prices on-line include end-to-end customer support.
- Products require limited or no in-house IT support.
- Products can be combined with other Aestiva products.
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Aestiva Help Desk - FAQs
Q: What is required to install Aestiva Help Desk?
A:
The Help Desk system installs into any intranet. The product requires only a Web server (such as IIS or Apache). The product includes its own open database (Aestiva Array) which can send its information to an SQL server, but this is not a requirement for operation. For additional information please speak to your Aestiva Account Coordinator.
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Q: How long does it take to get installed?
A:
A basic Help Desk system requires four to six weeks for installation. The setup time includes a specification stage, a production stage during which we put together design your help ticket to meet your specifications, a training stage, a trust deployment stage, and final deployment.
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Q: Do I need to install it myself?
A: No. Aestiva will walk you or your server admin through the installation process.
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Q: Can I install it myself?
A: Yes. Aestiva will provide you with installation instructions. Also, you can call us to get an install walk-through over the phone.
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Q: Is there software to install on staff equipment?
A: No. The Help Desk product uses no plug-ins of Java applets. And staff can use any kind of browser and any kind of computer. Staff can use the equipment they have in place now.
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Q: Can I use Windows, Mac, Unix, or Linux?
A: Yes. The Help Desk product is 100% browser-native. You can use any computer hooked up to the intranet. And the system can be hosted on a dozen different kinds of platforms including MS Windows, MacOS X, Unix, and Linux.
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Q: How much training is needed to use the Help Desk system?
A: Admins requires only a few training sessions. Training is provided over the phone. In addition, manuals and slideshows are provided.
To minimize end-user training Aestiva will design your help ticket so it is intuitive and simple to use.
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Q: Do I need to be technical to administer and maintain it?
A: No. The Help Desk product is a point-and-click application. Even the administrative and maintenance features are easy to use. Administration guides are also provided.
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Q: Can my non-technical staff use it?
A: Yes. Your entire staff can use it. If you can navigate the Web then you can use Aestiva Help Desk.
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Q: How much support is included?
A: Purchase includes free installation, training and support. On purchases of $5,000 or greater, one year of support, as measured from the purchase date, is included at no additional cost.
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Q: What if I need additional support?
A: Additional support can be purchased from Aestiva.
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Q: Is the look of my user's ticket customizable?
A: Yes. We will design the ticket to meet your design and data needs. Help tickets can be made to look similar to existing spreadsheet or paper designs and can include a variety of smart components to ensure filling out tickets is as easy as possible.
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Q: Can I adjust who gets email notifications and who does not?
A: Yes. The admin can set up users, managers and departments as well as who gets email notifications.
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Q: Will the Help Desk product archive my tickets?
A: Yes. Tickets are archived so staff can view history and perform analysis on closed tickets.
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Q: Can I have only certain people create tickets?
A: Yes. Aestiva Help Desk comes with password access-control. The admin can set which people in a department have access to the product.
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Q: Can Aestiva Help Desk be re-purposed for other business processes?
A: Yes. The product is highly configurable and highly extensible. For example, it can be configured for
managing Quality Improvement processes, RMA Ticket Management, Process Exception Handling, and other processes.
Call if you have a particular application for this Help Desk product.
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Q: Are there any annual recurring license fees?
A: No. This software product is a one-time purchase. In other words, it has a "perpetual" software license.
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Q: How many staff can use the product?
A: You entire organization can use this product. End-users are licensed at one-tenth the cost of Help Desk managers tro ensure the product remains affordable, even for large organizations. In addition, an "Everyone" plan is available for
organizations with even more users. Speak to your Aestiva Account Coordinator for details.
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Q: What if I need to integrate Aestiva Help Desk with an existing system?
A: The Help Desk software product was designed to integrate with external systems. Call for details.
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Q: Does Aestiva Help Desk have a guarantee?
A: Yes. Aestiva provides a 30-day unconditional money-back guarantee on all its products.
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