bigWebDesk v3.0 is in production. Version 3.0 has been a ground up rewrite of the bigWebDesk code. This new version will provide a more stable and reliable platform for future enhancements and upgrades. Version 3.0 has entirely new database strucuture. This will improve system performance and maintainability dramatically. Future upgrades will be easier to implement, getting new features to you faster. New features or enhancements to bigWebDesk v3.0:

Category Tracking Tree
In version 3.0, category tracking has been greatly enhanced. Category tracking now support a collapsable tree with unlimited sub category support. Tickets can now be assigned to these user defined categories while the ticket is still open or during the ticket close out.

Additional Filters
Many new filters have been added to allow service staff to limit and more closely control their day to day view of the workload. Filters have been added for all major items: ticket status, location, class, and priority filter.

Full Text Ticket Search
Allows keyword searches through the body and converstaion log of all tickets.

Round Robin Ticket Routing
Round robin routing has now been added to the class tracking feature. Before tickets were routed to the technician with the least number of open tickets. Now you can define the class to be routed in a circle or round robin method.

New Mail Inbox
This has been included to allow technicians to easily find new service requests as well as service requests with recent responses.

Integrated Help
Help links have been added to each bigWebDesk screen.

Aging Ticket Report
This feature will allow technicians and administrators see tickets that have been I idle for too long. This section will be broken up into 0-15 days, 15-30 days, 30-60 days, and 60+ days.

Improved Knowledgebase
The knowledgebase will have two new features added to its functionality
1. The tickets will be editable by the author
2. Tickets will be amenable by anyone. This will allow additional information to be added by outside parties to correct for omissions or mistakes.

Unassigned Ques
This will add the ability to create more than one "Unassigned Que". These ques will be setup by the system administrator.