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Revelation core – FREE Edition

This solid, but slimmed down version of Revelation helpdesk will provide the structure and ease of use you are looking for at a price you can't beat - FREE.
 
How can we make it free? Well we hope that you will love it so much that you will upgrade to our full (and paid) cloud edition or that you will grow beyond the 5 named user license that we are giving you at no cost to use for as long as you like.

 
Helpdesk Features
100% Browser Based
Revelation is a 100% browser based help desk software application so no matter which edition (Cloud or Server) you choose you will not need to install or manage and additional software. All of your staff and end users will be able to access the powerful features of Revelation via their browser from where ever they have access to the internet.
Business Rules
Revelation's custom business rules provide powerful automation so that Revelation will assign tickets to the correct person, choose the correct priority, set the proper service level agreement, incorporate the correct working hours, and even assign the correct billing rates (if you sell your time) all automatically.
Customizable Homepage Views
Using a drag and drop interface you can visually create multiple homepage views so you can see your help desk ticket data in whatever format works for you. Switching between multiple views is as easy as selecting an item from a drop down menu and you can even add groupings so you can see a list of customers on your homepage and expand each one to see their help desk tickets.
Integrated Knowledge Base
The integrated knowledgebase can scan your ticket description and suggest appropriate articles to you. the intelligent rating system will always place the most helpful articles at the top of the list. When you've finished a ticket you can transfer all of the knowledge into a new article with one click.
Time Zone Aware
Revelation is time zone aware, which means that all of the date & time related information will appear adjusted for the time zone of the user viewing it. Log a ticket at 9am in California and it will appear as 12pm in New York. Revelation will even modify the date format so 12/1/2010 in Chicago will be seen as 1/12/2010 in London.
Ticket Monitor
As a default you will see your tickets on your homepage when you log in. The Ticket monitor lets you choose to view the tickets that are assigned to different groups or queues in the help desk as well as those of other staff. If a staff member is off of work for a week you can monitor their tickets and receive their alerts with a simple click. If you are in the SharePoint support queue you can easily view the new tickets in the queue with one click.
User Account Management
Revelation features multiple levels of end user classification so whether your help desk supports the internal employees of a large corporation or you are an external support provider servicing multiple external companies - or even a blend of both - Revelation has the user management structure to support you.
Variable Business Hours & Holidays
By entering your standard working hours in Revelation as well as the days you are closed - Revelation will assign due dates, response dates or resolve dates while you are open for business. If you have different staff working different hours on different projects - Revelation allows for unlimited sets of working hours so it can handle any configuration you can dream up.
Vendor Access Level
The vendor access level gives full access to the internal tools your help desk staff have - except limited to a certain customer(s) or department(s). You can capture more 'business critical' information by having third party support providers use Revelation as well. The built in security system will only present them with the information they are cleared for.
Email Features
Auto Email Notifications
Revelation's automatic email alerts will keep your end users and help desk staff in the loop on what's happening automatically. All you need to do is you work and Revelation will do the rest. If your end users have access to the self service portal then these alerts will contain a link to the ticket detail so they can see everything they need to with one click.
Email From Within Ticket
Although Revelation gives you pre-built email alerts for almost any situation, there are always time when you want to reach out to your end user for another reason. From within a ticket you can send an email to your end user and have it auto-entered into the ticket history so all of the information in the same place.

Ticket Features
Calendar Events
Initiate a calendar invite from within a Revelation ticket and send it to yourself, the end user, or anyone else in the system you need to. This way you have all of your notes in Revelation and your upcoming event is scheduled in the calendar you already use for managing your activity. Revelation calendar invites are compatible with: Outlook, Google Calendar, among others.
Category & Sub-Categories
Revelation lets you categorize each ticket with up to four nested levels of classification. You can decide how many level you need and then customize the classifications to suit your business. You can even create sets of types for different teams so the Help Desk Team can have different ticket classifications than the Development Team if you want. ITIL RELATED
Chronological Ticket History
Each action note added to a ticket - and each system note added to mark a change - will appear in chronological order with the most recent activity on top. Each note added gets a time / date / name stamp so you can quickly and easily see who did what and when they did it.
Color Coded Tickets
Each ticket will have a automatic color code to reflect its state at any point in time. GREEN = New Ticket BLUE = ON TIME YELLOW = AT RISK RED = LATE
Custom Status Levels
Unlimited ticket status levels can be created with Revelation helpdesk.
Full Text Ticket Search
Revelation's advanced Ticket Search allows you to search all data associated with each ticket as well as a full text search of the description and all ticket notes in the history.
Spell Checker
Revelation integrated spell checker can be set to manual or automatic. Dictionaries included: US English UK English US/UK English Combined French French (Canadian)
Stopwatch
Each action note in a Revelation ticket can store time or bill and non-bill time. Either way, you can enter this time manually or use the stop watch. When active, the stop watch appears as an animation letting you know time is being tracked. You can even save the ticket and Revelation will show th animation on your homepage so you know the stopwatch is still counting down.

Reporting Features
Core Service Reports
Revelation ships with a suite of core reports that will fulfill the basic reporting requirements of most help desk and support based operations. These reports have been included in the product since its inception and continue to add value today.
Export Reports
Revelation Reports can be exported to an Excel or straight to a PDF file for storage or transportation.

Commerce Features
Project Based Time Tracking
Track time on a project by project basis and drill down into all activity performed on a particular project with a graph identifying where the time has been spent.
Printer Friendly Ticket View
The built in printer friendly ticket view lets you professionally present the details of any ticket to your customer. Optional footer, value, and signature areas further enhance its usefulness.
Project Financial Details
View all financial details for a project: Initial time purchase/estimate Initial amount paid by client Time purchase during project Value of all time worked Resulting time & value balance.
Time Management
Staff Time Reports, Time Usage Trends & Activity Type Summaries all serve to give you an accurate picture of where your time is being used, who is using it and for what. Powerful time management is a key element in running a profitable help desk / support operation.
Time Reconciliation in Real Time
In one view this powerful report will show for all of your customers: 1. Their time balance at the start of the current month 2. How much time they have used this month 3. How much time they have purchased this month 4. Their time balance at the end of the current month
Track Billable & Non-Billable Time
Track billable and non-billable time in each action note you add to a ticket. If you spent four hours fixing a printer but 90 minutes was for research you don't have to enter two notes - all of the time can accounted for at once.
Variable Billing Rates
Create a default billable rate table in Revelation showing all of the possible roles or functions your staff perform and the corresponding hourly rate. For each new project you create you can choose to use the default rate table or create custom rates for that project only.


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