For more than 13 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 coveted Users Choice Award for three consecutive years.

Benefits

• Serve customers faster and more effectively
• Increase technician productivity
• Lower the cost of service
• Reduce training time
• ITIL verified by Pink Elephant in Incident Management, Problem Management, Change Management, and Configuration Management
• Easily integrates with FrontRange IT Service Management modules to harness the power of ITIL processes

Features

• Quick setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard™.
• Call Logging - View key metrics, personal groups, and broadcasts for a real-time status and quick access to records.
• Business Process Automation Module™ (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, BPAM automates many business processes and monitors your system for problems.
• Auto Ticket Generator - Automatically create new call tickets and update existing call tickets.  Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
• HEAT Answer Wizard™ - Get fast answers to key business questions with a selection of more than 200 predefined reports.
• HEAT Manager’s Console™ - Monitor key metrics and graphically illustrate service and support center status at-a-glance.
• HEAT Link to LDAP - Import data from an LDAP system for your customer information in HEAT.
• Customizability - Easily customize HEAT business rules, call screens, and flows to your specific needs.
• Ease of integration - Use HEAT Service and Support, service desk software, on its own or expand its power by easily integrating it with any other FrontRange software products,  as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.

• iHEAT™ - Provide your technicians access to HEAT from anywhere – no plug-ins required.
• 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. HEAT Self Service can reduce service desk calls up to 15%.
• HEAT® Asset Tracker — Deliver significant IT savings by managing hardware, software and non-scannable assets throughout their lifecycles.
• HEAT® Plus Knowledge — Knowledge management product that can save up to 30% off service and support center budgets by reducing training costs, unnecessary escalations, and call lengths.
• IP Contact Center - Integrates your support center with computer telephony for increased workflow and improved call handling.
• HEAT® Plus Remote Support Suite – Enables fast and secure support for your customers via the Internet.