Name: HEINZELMANN
Author: FCS Fair Computer Systems GmbH

Help Desk

Web and Video Conferencing

Customer Support

Business Intelligence (BI)

Collaboration

Enterprise Resource Planning (ERP)

Interactive Voice Response (IVR)

Enterprise

Accounting

CTRM

Revenue Management

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

International Payroll

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Data Governance

Data Pipeline

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Service Management (ITSM)

Industrial IoT

Integration Platform as a Service (iPaaS)

Metadata Management

Network Access Control (NAC)

Network Performance Monitoring

Relational Database Management Systems

Remote Monitoring and Management

Remote Support

Security Validation

Software Defined Storage (SDS)

Solid State Drives

Static Application Security Testing (SAST)

Threat Hunting

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

App Store Optimization (ASO)

Business Card Scanning

Consumer Ratings & Reviews

Content Management

Digital Analytics

Digital Experience Platforms (DXP)

Email Marketing

Event Registration

Marketing Automation

Online Reputation Management

Real-Time Interaction Management

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

Business Caller ID

Professional Services Automation

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Point of Sale

eCommerce

Sales

Microsegmentation

Security

Auto Repair

Building Information Modeling (BIM)

Car Rental

Church Management

Insurance Agency Management

Vertical-Specific

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The HEINZELMANN Service.Desk is a full-service management system designed to support employees in organizing and processing inquiries, problems, or requirements within a company. According to the vendor, it is suitable for small, medium, and large businesses across various professions and industries, including IT departments, Human Resources, Facility Management, Customer Care, and E-government.

## Key Features

**Helpdesk Software**: The HEINZELMANN Service.Desk provides a management system for organizing and processing inquiries, problems, or requirements within a company. It allows users to record faults, errors, service requests, or tasks in service and error tickets. According to the vendor, the system can be configured to map individual processes and needs, supporting various departments such as IT, HR, Facility Management, and Customer Care.

**IT service software**: The HEINZELMANN Service.Desk is a software solution that enables organizations to manage and track IT service requests, incidents, problems, and changes. According to the vendor, it supports ITIL processes and can be customized to meet specific organizational needs. The software includes features such as incident management, problem management, change management, release management, and configuration management.

**Issue tracking software**: The HEINZELMANN Service.Desk serves as an issue tracking software, allowing users to track and manage various types of issues, including bugs, feature requests, and workshop tickets. It offers customizable ticket forms and user-defined fields to capture relevant information. According to the vendor, the software supports workflows and notifications to ensure timely issue resolution. It also includes a knowledge base management system for storing and sharing information on issue resolution.

**Service desk software**: The HEINZELMANN Service.Desk functions as a service desk software, providing support to customers or internal users. It offers a self-service portal for users to submit and track their requests. The software includes ticket management features like automated routing, email integration, and real-time chat. According to the vendor, it supports multi-channel communication and compliance with service level agreements (SLAs). Additionally, it includes a knowledge base management system for self-help resources.

**IT service management**: The HEINZELMANN Service.Desk is a comprehensive IT service management solution that helps organizations streamline their IT service processes. According to the vendor, it supports ITIL and ISIS12 standards, providing pre-defined process templates and workflows. The software includes features such as incident management, problem management, change management, release management, and availability management. It also offers IT asset management capabilities for tracking and managing IT assets, contracts, licenses, and costs.

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

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Engaged

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HEINZELMANN

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

FCS Fair Computer Systems GmbH

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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HEINZELMANN

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What is HEINZELMANN?