PerlDesk Web Hosting

PerlDesk Web Hosting

PerlDesk is a browser based email management and help desk software application which facilitates the streamlined operation of managing emails or support requests and features a built-in tracking and response logging. The system can be characterized as a robust, scalable and an affordable help desk software and proves as an ideal solution for companies with multiple staff members or for individuals/companies who wish to organize and skillfully manage client support or general communications.

The PerlDesk Help Desk Software requires a license for each installation; and is priced at $99.95 which includes six months access to upgrades.

With this browser based help desk tool; the staff can also use it while on the move and customers can send requests in using their normal email client or web browser causing minimal inconvenience to the end-user. The system assists in the useful management and organization of the company’s customer relations; to a database backed web based help desk, which allows both the staff and the clients access to the email at every stage of progression. Both parties are kept abreast with recent updates and also lets them skillfully manage as well as track the issues on the internet or the local intranet. The PerlDesk tool offers high reliability and functionality for both small and large companies and is instrumental in providing the much needed skillful management for a uniform and organized functioning of the website. The system comes packed with rich and advanced features; making it an almost indispensable tool for websites.

Described below is a brief overview of its key features:

• It makes user emails/support requests easy to track and manage.
• It allows staff members to be assigned to single or multiple departments; thus saving time assigning user requests.
• PerlDesk uses two basic methods for ticket submission: Direct email submission and web based submission.
• With the direct email submission; users can send email to the company will be logged, assigned to a specific department and also assigned with a tracking number. The user is given ample flexibility set up multiple incoming email addresses allowing easy and complete management of user communications.
• Web based submission system: Included in PerlDesk is a web based client area and submission form, where users can login and track/submit any support requests easily.

Client Area features: The web based user area can be used as an essential resource for users to submit and track help desk submissions and emails. Its key features include:

• Multiple Language Support
• Quick User Signup
• File Attachments from web based form
• Ability to assign a priority for the request
• View support request history
• Submission Tracking without logging in (via submission key)
• Unlimited number of users.
• Flood Prevention for incoming emails, this only allows a user to submit a request every x seconds.
• Searchable Knowledge Base (managed by staff members)

Staff area features: This area is the place from where staff members can login and respond to user queries or requests. The features of this area include:

• Performance Tracking, staff members can view the percentage of calls that they have closed.
• Rating Performance, users can rate how helpful a staff member which allows satisfaction reporting in the administration.
• Private Staff notes can be set on help desk requests, so that users cannot view them
• Assign requests to other departments or staff members
• Staff Members can view/attach files when responding to user requests.
• Easy call display, showing Emergency, new and open requests
• Predefined response templates
• Knowledge Base management
• Ticket notifications and much more.

Administration Area features: This are allows the user to access and efficiently manage and control all users/bills and the system setup. Its main features include:
Change layout via the template editor

• User Management, including the ability to create user accounts
• Manage Staff, view staff members performance and response time
• Ticket Overview
• Create an unlimited number of support categories
• Ban email addresses (banning an email address will remove its ability to email submissions)
• Manage software configuration, among many other options.
• E-mail All Users
• E-mail All Staff Members
• Search Customers
• View online/active staff members
• Customize the whole design via the templates very easily and quickly
• Edit the email response templates

PerlDesk has become a world wide favorite; and is being used by thousands of companies and organizations; both large and small scale. It boasts of satisfied customers in over 92 countries, PerlDesk has been applied to a varied number of business and organizational models; which include Universities, Hosting and ISP Companies, Security Companies, Government Agencies, Telecommunications, Web Design and Consulting teams, Hardware and Software companies among others. PerlDesk boasts of a global clientele worldwide;

some of which include:

• Brink’s Global Services
• Long Beach School Financial Credit Union
• University of Adelaide
• HitCatcher
• George Mason University
• University of Sunderland
• Utah State University
• HostRemote LLC
• Mid-American Christian University
• John F Kennedy University
• Hosting2NV LLC

Before downloading and installing PerlDesk; the user’s server or computer must meet the following hardware and software requirements:
Hardware Requirements:

• 200 MHz
• 64MB Ram
• Enough Hard Drive space to unpack, install PerlDesk and for the database requirements (At least 50MB space is recommended)

Software Requirements:

• Linux Version: Perl, MySQL, Web Server (e.g. Apache/IIS)
• Windows version: MySQL.
• If the company or organization wishes to use PerlDesk and wants to avoid the hassle of in-house management; logicnow.com offers remotely hosted solutions catering for their needs and extract its complete utility and advanced functionality. Since the software is browser based, it can be accessed from any computer connected to the internet, allowing the staff to connect to the help desk, or CRM installations while on the move. The hostedlogic site (www.hostedlogic.com) contains more information; regarding this service.