Simply Powerful—and Affordable—Help Desk Solution.

HEAT Service and Support is the foundation for the HEAT Help Desk product suite from FrontRange Solutions. HEAT Service and Support provides core service and support functions, including incident tracking, inquiry tracking, and case management. Additional modules with extended functions are listed below.

The Bottom Line: HEAT Help Desk solutions enable your organization to increase service levels while lowering costs. HEAT Help Desk enables you to shift from reactive to proactive service and gain a competitive edge. See more reasons to choose HEAT below

HEAT Help Desk is your answer when you provide answers to customers, employees, vendors, and more. HEAT Help Desk can help you meet your customer service department, human resources department, and/or technology management needs, while providing you a complete analytical view of end-to-end performance. HEAT Help Desk gives you the visibility to see where you can improve, and the agility to change as the market changes, to elevate your organization's response to meet market demands, and to stay within your budget.

The HEAT Help Desk family is a comprehensive service solution. You can add the following modules to the core HEAT Service and Support platform:

• Voice Enablement (IP Communications Management) — Add the power of integrated telephony solutions
  to your customer information
• Voice Self Service (IP Communications Management) — Add telephony self service such as Automatic Password Reset, Automated status updates, and After hours ticket creation
• Self Service — Increase customer satisfaction, while lowering your cost per transaction as customers efficiently find their own answers
• HEAT Inventory Management — Effectively manage your IT assets, software licenses, and leases
• Heat Plus Knowledge — Benefit from integrated use of your knowledge base information
• iHEAT — Provide browser-based Web access to your HEAT system for mobile and remote employees

What HEAT Help Desk Enables You to Do Benefit from ITIL HEAT Help Desk is aligned with ITIL best practices and select components have been ITIL verified by Pink Elephant. Deploy without breaking stride HEAT Help Desk deploys quickly. Configuration is rapid, and the intuitive, field-proven interface requires minimal training for users. Customization doesn't require programming. Optimize your IT budget HEAT Help Desk configures to your business processes and efficiently gives you visibility into IT spend, allowing you to match capacity to your business priorities. Be ready for your growing success HEAT Help Desk is modular, allowing you to tailor your system to your needs now, and easily add new, integrated functions later. HEAT Help Desk scales easily, ready to grow with you from a single phone line to a call center, or from a single customer representative to a service department. Rely on a market leader FrontRange, the maker of HEAT Help Desk, has a comprehensive line of CRM and ITSM products with a large user base. We have been a market leader for over 15 years, and represent a safe choice for your IT infrastructure investment. FrontRange is a next-generation Business Application Supplier creating integrated products that share a common platform and continually updated technologies.

Find Out More about HEAT Help Desk
		What's Inside HEAT Service and Support Auto Ticket Generator — Automatically create new call tickets and update existing call tickets. Automatically respond to requests for call ticket information and status. Call Logging — View key metrics, personal groups, and broadcasts for a real-time status and quick access to records. Click here to see Call Logging features. Administrator — customize virtually all of HEAT’s fields, screens, and tables, maintain your databases, and set detailed security rights for HEAT users. Business Process Automation Module™ (BPAM) — Create automation and escalation rules intuitively using a wizard-like interface. BPAM automates many business processes and monitors your system for problems. HEAT Quick Start Wizard™ — Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard™ HEAT Answer Wizard™ — Get fast answers to key business questions and select from more than 200 predefined reports HEAT Manager's Console™ — Monitor key metrics and graphically illustrate service and support center status HEAT New Field Wizard — Guides you quickly and easily through the field creation process. Alert Monitor — alerts you to new HEAT messages, assignments, or other conditions. Multiple Customer Types — lets you categorize the kinds of customers and employees supported by your organization. More Ways HEAT Makes Your Life Easier Ease of Customization — Easily customize HEAT business rules, call screens, and flows to your needs. Customization doesn't require programming. Ease of Integration — Use HEAT Service and Support on its own or expand its power by easily integrating it with any other FrontRange products and third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform. HEAT Link to LDAP — Import data from an LDAP system (LDAP is a common application protocol for querying and modifying services running over TCP/IP) Integration to enteo PC Life Cycle - easy access to tools to remotely access, manage, and repair PCs.  It provides Provisioning a new employee by connecting the change manager directly with the IT operations team for coordinated planning and execution. HEAT 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) Oracle 9/Release 2 (using 9.2.0.1 driver) Oracle 10g (using 10.2.0.1 driver) Server HEAT Help Desk requires 2-3 MB per 1,000 call records, on average All system requirements were developed using Microsoft SQL server as the HEAT Help Desk database application. When using other database applications, contact the database vendor for recommendations. HEAT Call Logging Module Dash Board - at one glance of important metrics HEAT Board - The HEATBoard is a centrally located bulletin board. Link Call Records pertaining to an issue so they are managed together and when the Lead call is closed, all linked calls can be auto-closed Call Maps - provides an  overview of the displayed Call Record Call Groups - organize Call Records according to similarities or some other desirable criteria AutoTasks - user-defined operation that performs one or more actions. Use AutoTasks to automate routine or repetitive actions such as sending thank you letters or flagging assignments Hot Lists - groups calls together as a Reminder or To Do list. Calls do not have to be related, and Hot Lists can be personal or shared among team members Portal to ITSM modules - portal to ITSM Problem Management,  Change Management, Inventory Management and Release Management Configuration / Asset Management - For companies that do not yet have the need for a full-blown Asset Management Solution, but still want to be able to do basic Asset Tracking, HEAT’s configuration tracking capabilities have been strengthened to make finding, transferring and logging issues about assets much easier Customers and Contacts - Provides the ability to define a hierarchy of customers and contacts, so that calls can be tracked at, for example, a department and employee level First Level Support - fully customizable, diagnostic knowledge base to help you resolve calls and maintain and distribute Help Desk knowledge Crystal Report Viewer - allow users to run Crystal Reports