The latest version of HEAT Service & Support is now available from FrontRange Solutions. The global IT service management, voice application and customer relationship management (CRM) solution provider has released the fully customizable Help Desk and external customer support tool that logs and tracks issues through completion.

HEAT 8.4 features enhanced and improved functions based on HEAT 8.38 in combination with brand new streamlined technology and additional automation.

The Call Logging Dashboard, the newest feature to HEAT, provides a one-stop location for common views and metrics while allowing individual users to add hyperlinks to personal call groups for quick access to incident records based on commonly used search criteria.

The Metrics Section provides end users access to popular Help Desk metrics. A new Administration Navigation Dashboard has also been added to enable the administrator to quickly locate information and functions with a few simple clicks.

Available to new customers, HEAT 8.4 is also accessible to current users on maintenance as an upgrade. HEAT 8.4 also includes enhancements that provide for the ability to run Auto Ticket Generator as a Windows NT Service, allowing for greater functionality on any computer. Other enhancements include improved layouts, better navigation controls and redesigned icons that simplify the new interface, which in turn simplifies the workflow, as well as ramp time for new users.

Kevin J. Smith, vice president of products for FrontRange, noted that the company is proud to say that HEAT leads the way as one of the most widely used IT help desk and service management applications. FrontRange has enhanced the user experience in several ways, as more than 8,000 organizations rely on HEAT for IT service automation.

HEAT won “Best Help Desk Solution, Best in Americas” from the 2006 Members’ Choice awards earlier this year. The recognition program is hosted by ContactCenterWorld.com, a global support organization for contact-center industry professionals. Based entirely on customer feedback, the Members’ Choice Awards recognizes those organizations that receive the highest average scores as voted by their customers.

There are few things that can be as hectic in the organization as the Help Desk. Armed with the proper tools, however and the Help Desk manager can ensure that operations are smooth and seamless.

A solution like HEAT 8.4 from FrontRange is a proven option that can not only reduce time spent on mundane details, but also increase productivity be creating more efficient processes. This in turn produces a better Help Desk and a better bottom line.

------

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.