Contact Center Solutions Featured Article

Help Desk Software Specialists Novo Solutions Releases Version 4.5

December 18, 2007

Novo Solutions has released version 4.5 of its award winning help desk software.

The new version features improvements in theme selection, end user assets and contact roles.

With “Themes,” users can select any of several theme sets for an instantaneous color change to the application (or, you can create your own site-wide theme).

With “End User Assets,” an organization can open its public portal to its customers so they can view their managed assets.

With “Contact Roles” users get greater administrative control to grant permissions.

The new version also sports functionality enhancements including “Multiple Contact Authentication,” which lets an organization create a single set of credentials for distribution to many End Users so they can have access to the software without expiring each other’s sessions.

Other improvements in functionality include “UDF Display Choices,” which lets users choose whether to display an Account or Contact User Defined Field values on Help Desk Tickets; “PC Inventory,” which lets users export PC inventory lists to MS Excel; and “Ticket ID in Custom Rules” which makes it possible to place a Ticket ID variable in the subject line of emails sent by Help Desk Custom Rules.

The benefits of Novo’s Help Desk Software can be immediately realized. Available on a trial basis, the Web-based software helps businesses and organizations to maintain and improve customer service and optimize help desk staffing levels. The company’s Customer Support Suite combines its Help Desk Software with its full featured Knowledge Base Software. With this package, organizations can provide customer self help, different levels of internal support documentation and more. Benefits include reduced call volumes, far fewer repeat calls, and advanced issue tracking for delivering vastly improved customer service.

With Novo’s advanced help desk software, customers/end users can submit a support request through an organization’s web site or company Intranet/Extranet, and the requests will be automatically added to the Help Desk ticket queue, thus reducing the number of inbound support calls and eliminating the ticket creation process by help desk support staff. (Of course, support staff can manually add help desk tickets as well.) If the organization allows, the software also lets customers/end users track the status of their requests through the company web site. As mentioned, the software also lets companies organize and track requests across multiple departments. The advantage of this is that it allows each department or group within an organization to manage its own support/request/project queue. In addition, global managers can view/manage all queues through the help desk.

For more information on how to update your present version to 4.5 please fill out this Upgrade Request Form and someone from Novo Solutions will reply with upgrade instructions.

For information on acquiring or renewing an annual support plan please contact Novo’s support department.


Patrick Barnard is Assignment Editor for ContactCenterSolutions and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.

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