CCS HelpDesk and Service Request is designed to meet the needs of many companies "out of the box", but we also have worked with many of our customers to modify CCS HelpDesk and Service Request to better fit their needs. These changes make the Help Desk system more attractive, useful and familiar to the users and staff.
CCS HelpDesk and Service Request offers some built-in customization features. For other changes, we can work with your company to get them implemented.
Customizations available within the program
Background Colors
CCS HelpDesk and Service Request comes with a Ticket Colors utility that allows you to change the ticket colors on the fly. You can set different foreground and background colors and every ticket, both existing ones and new ones, will have the new color pattern.
Form Title Changes
The default title of the tickets is "Help Desk Ticket", but this can be changed with the Ticket Color utility under General Utilities included with the program.
Customize Form Fields
The product allows you to control which fields are display or hidden with the Field Manager utility under General Utilities. Also in the List Manager (under General Utilities) you can set your own drop down lists and set up 4 custom fields.
Adding new fields to support specific types of requests
The Template utility allows you to pre-populate text or link within the description area of a ticket based on Category and Type of request.
Customizations that can be added
Customization of CCS HelpDesk and Service Request could be simply adding a logo, or it could be more extensive, such as adding, renaming or deleting fields and boxes. It could involve changes to the layout, such as simplifying or rearranging the forms or changing fonts. Other changes could be to the functionality of the program, such as connecting to a database, making fields required, setting notifications based on category or other criteria, sending auto responses and other similar features.
If you want customizations done to the program, please contact us and we can discuss what is involved. Minor changes, such as adding a logo or modifying one or two fields, are a flat fee of US $200. For more extensive changes, contact us for pricing. The turn around time for these changes is usually only one to two weeks.
Changing Fields and Layout
We can change the titles and labels on the ticket forms and add or delete boxes, lists, etc. We can rearrange the layout of the fields on the ticket, or remove some boxes to simplify the form. Alternatively, we can add boxes to hold more user or contact information, as well as more data about the issue.
Adding a Logo
We can add your logo to the ticket pages. The logo must be a gif, jpg, or bmp file, and it should be below 50 KB. We usually put it in the upper left corner, but it can go other places if desired.
Customer web forms in another language
The web forms that customers use to enter tickets can be translated into your language.
Functionality changes
As mentioned above, sometimes additional features will make the program more useful. This could include making fields required, setting notifications based on category, and sending auto responses. Many other options that take advantage of Exchange, Outlook and Office features are possible. Contact us with some proposed changes and we can offer our advice and experience as to what is and is not feasible and what the cost would be.
Connection with a Contact database
CCS HelpDesk and Service Request can be set to connect with an Exchange public contacts folder. However, in some cases, the customer data is in a separate database. We can connect with this database, as long as it is ODBC-compliant and we can access the tables and field names. We can pull in any information you want from the database into the ticket.
Connection with an Asset tracking database, or other relevant database
CCS HelpDesk and Service Request can integrate with any ODBC-compliant database such as an asset tracking, HR, facilities assets and other relevant DB. When you are working on a ticket, this will allow you to bring up information from the database. We can work with you to integrate CCS HelpDesk and Service Request with the system you already use. Our tickets can connect with your audit database, providing information that is invaluable in solving problems quickly.
Contact us by emailor phone about any of these changes and pricing.