bigWebDesk is an ASP solution. This means your organization will not have to install any servers, software, or service packs to begin using bigWebDesk. Everything can be done using a simple web browser.

This feature is the backbone behind the advanced routing of service requests. System administrators can create classes in bigWebDesk. Each class is considered a support pool. For example you can have a class for electrical repair, plumbing, PC Computers, and Macintosh. Each of these classes can have a different pool of service reps service these work orders.

This features has many Sub-Options. You can setup a class to be aware of locations, this will allow a specific service rep to handle the same class of problem for a designated location. In each class you can choose to route new service requests to the service rep with the least number of open tickets or evenly distribute among a pool of service reps.

Service Rep Checkin/Checkout is a sub feature of class routing. This allows service reps to check out of bigWebDesk during extended absences. bigWebDesk will then re-route incoming tickets to the next available service rep.

Asset Management is a robust feature that allows service reps to create a database of all organization assets.
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This feature allows the system administrator to prompt the user for the serial number or asset tag of the equipment in need of service. The field can be named anything such as: asset tag, service tag, or serial number. If Asset Management is enabled, this feature will link incoming work requests with the Asset Management database.

Priorities and SLA now allow service staff beter control over forecasting completion dates as well as managing high and low priority tasks.
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Service request levels are a way of grouping service requests together based on complexity of the issue. This feature enables organizations to create multiple support tiers for ticket escalation. Organizations will now be able to route open requests based on the varying skill levels of technicians.
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Now available within bigWebDesk are Resolutions and Confirmations, a better way to confirm tickets are properly closed and resolved. Often technicians will close out tickets without any feedback of whether or not the end user believes their ticket has been successfully resolved. bigWebDesk has automated this process and created a better communication link between the end user and their technician to ensure that each ticket request is properly resolved. Once a ticket has been successfully resolved an email is sent to the end user requesting them to confirm their ticket is completed correctly and to their satisfaction. This is another feature to enable our clients to provide the best support possible.
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This features allows a service requests to reoccur on an administrator defined schedule. This is useful for schedule maintenance tasks such as tape backups, applying service packs, or changing air filters.

This feature allows the administrator to setup any additional information fields that are not included in the standard bigWebDesk setup. These fields can be defined as text boxes, multi line textboxes, drop down lists, and checkboxes.

Category reporting allows administration to identify the causes or reasons behind a ticket submission. i.e. Virus, User Error, Vandalism, Lack of User Training, etc. These categories are setup by the administrator in bigWebDesk configuration.

bigWebDesk is included with knowledgebase functionality out of the box. Each time a service request is closed the service rep can be prompted to create a knowledgebase article to describe the repair procedure. These articles are fully keyword indexed to make retrieval easy. These articles can be edited by the creator or any system administrator. Other users can append comments to the knowledgebase article. Emails can be sent to the article creator and logged into the system.

Reply
bigWebDesk gives you the ability to reply to a ticket from your current mail software. When the reply is sent, bigWebDesk will receive the email, parse/read the email, append the reply to the ticket log, and send out any new email notices.

Ticket Creation
New tickets can be created via email. bigWebDesk will generate an email address for each class. New emails arriving at this email address will create a new ticket in bigWebDesk. The administrator can allow new user accounts to be setup on the fly along with this feature. The email addresses created will have the suffix "bigwebapps.com." If you would like to have your own email suffix used you will have to create an auto forward mail alias on your mail systems that forward to the auto created "bigwebapps.com" address.

This feature allows multiple files to be attached to each ticket. There is no limit to the number of files that can be attached to each ticket. Files can be attached by uploading directly from your browser or can be parsed from ticket reply emails or ticket creation emails. The size of the files are limited by your upload bandwidth if uploading from your browser. There is a 10MB limit per file on files parsed from emails. There is no charge for this features, it is included with the base bigWebDesk pacakage.

bigWebDesk keeps service staff and users up to date at all times through customizable email alerts. When a new service request is routed to the service staff, that staff memeber can choose to be notified via email. This can allow better response from service staff without logging into bigWebDesk many times throughout the day.

The email alerts also keep the end user up to date on their service request. Any time a ticket is transfered, picked up from an unassigned que, parts are ordered, or a service represenative responds to a request the user is notified via email. This keeps the user informed of the latest status of their request.

This feature allows service reps to create a list of parts to be ordered for each work order. Once a part is requested the status of the service request is changed to "parts on order". The administrator can designate a person in your organization to be notified of requested parts. Once the part is ordered from your vendor the status of the part is altered to "Waiting on Arrival". The user stays informed of all progress. The service rep and user will be notified when the part arrives. The work order is changed back to "Open" status, and the service rep can resume work.

Time tracking allows billable times to be attached to a work order. Many times a ticket may remain open for several days, but the repair only takes 15 minutes to complete. This feature ties into reporting to pull up actual hours (with costs) spent on service requests. A specific hourly rate can be defined for each service rep.

Unassigned Ticket Queues allows the system administrator to setup multiple queues to receive service requests. When the work order is routed into an unassigned queue, it remains there until it is either picked up or assigned out to a service rep.

This feature allows the end user to override the location routing or class routing engine and pick their service rep from a list of service reps.

Ticket Id Method is an optional feature that allows specific details to be captured to help a service rep locate the precise asset causing the reported issue.
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The user directory is a display of the bigWebDesk user database. This directory is a quick and useful way of looking up email addresses and phone numbers.

"On Hold" status is an optional status the system administrator can enable. When placing the ticket on hold the service rep will be prompted to enter notes for the reason. Used in conjunction with Folders Organization tickets can be placed on hold and filed into a folder with similar requests to be completed at a later date.

The New User Wizard allows users to setup their own account easily and quickly the first time they need to create a service request. The new user wizard allows bigWebDesk to build the user database on the fly. This saves the system administrators the hassle of entering all the users into the system initially. This feature can also save money. You only need to purchase user licenses for users that actually login to bigWebDesk.

Many times tickets are created in the help desk system some time after the problem was actually reported to the support team. bigWebDesk allows for technicians and administrators to submit a ticket and edit the Creation Time for the work order to better reflect when the issue was reported.
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Failure to log Labor Time for work orders is a problem in many support organizations. bigWebDesk gives the Administrator the ability to require Labor Time Entries before a ticket can be closed out of the system. For current clients, this feature can be turned on by going to the General Options tab from the Configuration page.
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bigWebDesk is leased on an annual basis. The lease fee includes all customer support, hosting, upgrades. So the annual fee is all that you pay, there are no other hidden charges.

bigWebDesk offers a free 30 day trial. This gives you the opportunity to try the product before making a purchasing decision. If you decide bigWebDesk is not the product for you, you will have no further obligations.

All ticket data can be downloaded via XML to your local desktop. This data can then be imported into any XML compliant database (Access 2002) for more in depth reporting.