Heat 6.4 Brochure (Zipped PDF 144kb)

For more than 10 years, HEAT has been the worldwide standard for service and support software. Customers and analysts alike agree that HEAT is the most comprehensive suite of help desk software available on the market today. In fact, HEAT has received the Users Choice Award for the third consecutive year. Let HEAT® 6.4 and our line of Simply Powerful™ add-on modules help you gain control of your service and support issues. Best of all, HEAT 6.4 is easy-to-use, highly customisable and affordable!

Key Features

	HEAT Quick Start Wizard™ — Tailors the system to your business environment quickly and easily.
	Call Logging — Provides all the tools necessary to log and track 100% of your calls and resolve them more quickly than ever before.
	Business Process Automation Module™ (BPAM) — Allows you to create automation and escalation rules easily and intuitively. Automates many business processes and monitors the system for problem issues using a wizard-like interface.
	Auto Ticket Generator — Automatically creates new call tickets and updates existing call tickets via a variety of sources, including MAPI (i.e. Outlook, GroupWise, etc.), VIM (i.e. Lotus Notes) and POP3. Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
	HEAT Answer Wizard™ — Provides easy selection from more than 200 predefined reports, which provide answers to key business questions.
	HEAT Manager’s Console™ — Monitors key metrics and graphically illustrates service and support center status at-a-glance.
	iHEAT™ – Provides technicians remote access to HEATor HEAT PowerDesk over either network connections or dial-up access with no additional plug-ins required. Enables 24/7 remote access to core HEAT functionality, allowing technicians greater mobility and productivity.

The following modules may be added to HEAT Service and Support to provide even greater value:

HEAT® Self Service™ – Installed on your server, HEAT Self Service allows employees and/or customers to log issues and answer their own questions without calling the service and support center; reducing call volume, boosting customer satisfaction and providing realised call center savings. HEAT Self Service can reduce service desk calls up to 15%. Click here for information.

HEAT® Asset Tracker — delivers significant IT savings by managing hardware, software and non-scannable asset throughout their lifecycles. Click here for information.

KNOWLIX™ — Knowledge management products that can save up to 30% off service and support center budgets by reducing training costs, unnecessary escalations, and call lengths. Click here for information.

GoldMine® Sales and Marketing – This integration provides a complete customer relationship management tool, allowing you to create powerful and targeted marketing campaigns, automate sales reports and resolve customer issues rapidly. Click here for information.