FrontRange, a developer of IT service management applications, has launched version 9.0 of its help desk software, Heat.
According to the company, Heat 9.0 introduces features designed to increase the effectiveness of the IT service organization and improve end-user productivity across the entire organization.
To enable service technicians to effectively prioritize service requests and, respond to trouble tickets, while handling a volume of calls, Heat 9.0 features an all-new web interface, which provides all of the day-to-day service desk functionality without the need to install a client package on the PC.
This enables technicians to create, modify and close tickets from any computer across the organization. The interface is browser-agnostic, supporting all popular choices including Microsoft Internet Explorer, Mozilla Firefox, Google Chrome and Apple Safari.
To further enhance the productivity of the IT service organization, Heat 9.0 features advanced integration options through the new messaging center. This enables data to be imported from multiple sources such as e-mail servers, XML files, web services and more. This feature can be used to automatically create and update tickets, customer records and configuration records.
Kevin Smith, vice president of products at FrontRange Solutions, said: In the current economic climate, organizations need to work smarter, keeping users productive and leveraging efficiencies that can be gained by integrating multiple IT systems. With Heat 9.0, we have put the help desk at the center of the organization, giving it true go-anywhere capabilities combined with the ability to import data from multiple systems.
