The core functionality for ENT Helpdesk is provided by Microforge.net Enterprise Server (ENT Server). Typically, you would install one ENT Server that multiple users could access using Internet Explorer, ENT NetCenter and ENT Report Forge.

The ENT Helpdesk module on your ENT Server is accessible using both Internet Explorer and ENT Net Center (our windows client). Helpdesk technicians can use either of these clients to read and respond to messages that the helpdesk receives, deal with support requests (helpcalls) and manage knowledge base content.

Helpcalls can be created in your helpdesk either automatically, when users send messages to the helpdesk, or by ENT Inventory users, for any of the equipment and software on the networks that they manage. Helpcalls that are raised for items on your network retain a reference to that equipment/software. This has two benefits:

1. Helpcalls can be included in activity histories for IT Assets
2. You can quickly and easily access detailed information about any of the assets that a helpcall relates to

Additionally, you can create tasks for any of the helpcalls in your helpdesk and you can easily include helpdesk information in that reports that you design, or download and install one of the many helpdesk reports that are available, from our ever growing report library.

ENT Helpdesk technicians can publish responses to helpcalls as articles in your knowledge base. This knowledge base can then be made available in a self-help section on your web site.

ENT Helpdesk was designed to be usable in an internet environment. All communication between ENT NetCenter and the ENT Helpdesk module on your ENT Server, is performed using the ubiquitous HTTP protocol, so helpdesk technicians can access your ENT Helpdesk even over slower WAN or Internet connections where firewalls and routers may exist.

Traffic between ENT NetCenter and ENT Server is highly compressed and optimized, so it is entirely possible to have ENT Helpdesk technicians connecting to your ENT Server from America, Europe and Asia, simultaneously.

ENT Helpdesk includes a purpose built email client that will automatically assign tracking information (call numbers) for any new messages that your helpdesk receives. These call numbers are included in any subsequent communications and used to track communication between your helpdesk and the end users that you you support. This means that your helpdesk technicians have immediate access to a complete communication history for any support requests that are received by your helpdesk.

Additionally, helpcalls can be assigned case managers (specific technicians) to each helpcall, so that you know who is responsible for dealing with each support requests and so that support requests don't go unanswered.

The diagram below shows you the life cycle of a helpcall in your ENT Helpdesk: