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Affordable, Automated Service Desk Software Solution

Reduce costs and elevate service levels with HEAT Service and & Support, the foundation of the HEAT product suite. Proven and powerful, HEAT Service and Support is the service desk software that helps organizations of all types take their service and customer satisfaction to the next level.

Benefits

Serve customers faster and more effectively
Increase technician productivity
Lower the cost of service
Reduce training time
ITIL verified by Pink Elephant in Incident Management, Problem Management, Change Management, and Configuration Management
Easily integrates with FrontRange IT Service Management modules to harness the power of ITIL processes

Features

Quick setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard™.
Call Logging - View key metrics, personal groups, and broadcasts for a real-time status and quick access to records.
Business Process Automation Module™ (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, BPAM automates many business processes and monitors your system for problems.
Auto Ticket Generator - Automatically create new call tickets and update existing call tickets. Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
HEAT Answer Wizard™ - Get fast answers to key business questions with a selection of more than 200 predefined reports.
HEAT Manager’s Console™ - Monitor key metrics and graphically illustrate service and support center status at-a-glance.
HEAT Link to LDAP - Import data from an LDAP system for your customer information in HEAT.
Customizability - Easily customize HEAT business rules, call screens, and flows to your specific needs.
Ease of integration - Use HEAT Service and Support, service desk software, on its own or expand its power by easily integrating it with any other FrontRange software products, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.

System Requirements

Disk Space
175 MB (full HEAT installation)
Database Management Software (DBMS)
Microsoft^® Access^® 2002 /2003
Microsoft SQL Server TM 2005, or 2000 (SP3 or higher)
Oracle9/ Release 2 (using 9.2.0.1 driver)
Oracle 10g(using 10.2.0.1 driver)
Server
On average, HEAT requires 2-3 MB of hard drive space for every 1,000 call records.
All system requirements were developed using Microsoft SQL server as the HEAT database application.
When using other database applications, contact the database vendor for recommendations.