FrontRange launches new helpdesk tool

Service technicians should be able to respond quickly to requests

IT services management firm FrontRange Solutions has launched a new version of its Heat helpdesk software, designed to boost staff productivity.

Heat 9.0 features a new web interface supporting all major browsers, which enables service technicians to respond more quickly to requests by being able to create, modify and close tickets from any computer across the organisation, the firm said.

A new Message Centre feature pulls in data from sources including email servers, XML files and web services, and automatically creates and updates tickets, customer records and configuration records, thereby freeing up helpdesk staff for other tasks.

Tabbed browsing functionality allows staff to access essential information without leaving the main interface, while automated tracking of record modifications helps technicians keep an eye on any changes to certain tickets.

"In the current economic climate, organisations need to work smarter, keeping users productive and leveraging efficiencies that can be gained by integrating multiple IT systems," said FrontRange vice president of products Kevin Smith.

"With Heat 9.0, we've put the helpdesk at the centre of the organisation, giving it true go-anywhere capabilities combined with the ability to import data from multiple systems."