HEAT Self Service (HSS) is a web based software module for HEAT software that allows customers to solve their own support issues.  This self service application reduces help desk call volume and increases service desk productivity.

HSS is an easy to use application. All the customer or end user needs is access to the Web through a standard Web browser. With web access, they can have all the problem-solving features of HEAT software without training.

Learn more about the latest version of HEAT Self Service 9.5!

HEAT Self Service's web based self help portal provides an alternate way for your customers to resolve their support issues, anywhere, at any time.  Customers can log a ticket, add notes and comments, access knowledge and even request that their password be sent to them (encrypted of course).  Customers can also check the status of incidents they've either logged with HSS or called in to the help desk.  With the HEAT Self Service configuration tool, an easy to use interface for customizing HSS screens, you can set up the screens according to your project's requirements.

Because HSS connects to your centralized HEAT database, all the power of HEAT software is available to optimize your support processes, even if the incidents are entered over the Web.  Giving your customers and end-users access can also improve the efficiency of your service desk. HSS helps you reduce the number of calls that your frontline technicians need to be involved in.  It enhances your support center and trains your users at the same time. HSS also helps you keep costs down because you don't need to install software on the end-user's system.

HEAT Self Service Key Features

• Streamlined Workflow - Provides same ease-of-use as the core HEAT software product.

• Email Ticket Confirmation with Hyperlink - Emails customers a confirmation that their issue has been logged and provides a hyperlink within the email to link back to the original issue so they can check for accuracy and/or make changes as needed.

• Web-based Knowledge - Reduces call volume by allowing users to solve their own issues.

• Session Tracking - Learn how valuable your knowledgebase is by tracking how much your customers are using it and by what they are asking.

• Ability to Add Own Support Links and Services - If not all of your information is in a knowledgebase, HEAT Self Service allows the administrator to add other support links and services.

With HEAT Self Service software, you realize the return on your technology investment by empowering your customers with the tools to help themselves and even submit issues to the help desk during off hours.

Download HEAT Self Service product brochure.

Email SMA to learn more about HEAT Self Service and to arrange for a demonstration.