service level management

Are you closing your calls on time?
Does your current software escalate issues before you even know they're late?
Are you resolving priority issues first?

Revelation's Service Level Manager lets you specify respond and resolve times based on priority so important calls will be dealt with first.

The service level engine gives you the ability to create unlimited service level agreements. Each SLA has specific response and resolve times tied directly to priority. SLA's can be assigned at a global level and then customized per client and per project. The integrated escalation system will alert the call assignees and project managers when the call is at risk of going late and again when the due date has passed.

Why wait for calls to go late before they are escalated? The Revelation SLMM lets you create 'at risk' states for each SLA - effectively alerting you before a call goes late. Technicians will see the call change to yellow on their homepage and will receive an e-mail alert to their regular e-mail account as well as their pager or cell phone if they are away from their desks.

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scheduled events

Revelation automation helps you make sure important tasks happen when they're supposed to.

Reports & Searches
It's important to show your customers the value you bring to them, the work you have performed, and how well you have met or exceeded your commitments to on-time performance. Make sure they are reminded regularly by scheduling key reports to run daily, weekly, monthly, quarterly, even yearly! Keep your close eye on performance by scheduling key searches of tickets requiring attention, specific statuses, and more.

Call Templates & Workflows
Schedule important service functions well in advance. Using Revelation's call templates and workflow capabilities you can now include specific directions in your scheduled events so your people know exactly what to do when it's time to get it done. Schedule installations, inspections, and other key future events using a familiar and intuitive calendaring interface.

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email parser

Do your customers report issues via e-mail?
How much time do you spend copying and pasting them into your helpdesk?

With Revelation's Email Parser module both of these tasks are combined into one. When an end user sends an e-mail to the helpdesk, Revelation will parse their address and follow your predefined business rules. The call will be logged in the appropriate place and alerts will be automatically sent to the right people. When combined with the File Upload module, end-users can also attach documents to their e-mails and Revelation will automatically attach them to the call.

Any device in your organization that can send an e-mail can now log a call in Revelation - once more - by parsing the e-mail address Revelation will assign the new call to the appropriate people with the necessary priority. Both the Email Monitor & End User Interface modules are designed to empower your end users by allowing them to not only submit new calls through the web and e-mail, but to keep them up to date on their calls and other helpdesk info.

Your end users are more informed and at the same time, your staff is freed up for more productive work - it's like getting another employee on the helpdesk at a fraction of the cost.

Email Parser features summary:

• Log calls via email (support for up to 10 email accounts, POP & IMAP including SSL)
• Add actions / bill time via email
• Automatically parse email responses into open calls
• Build your own call parsing rules
• Auto priority

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active directory integration

Why maintain two separate contact databases? If you have contact information in your active directory then Revelation can import them directly into its database. Easily update contact info.

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call templates

Does your helpdesk team complain about having to enter the same information into your existing system over and over?

Reduce the repetition and the time it takes to log a call. Log a call in one step - simply choose the appropriate call template and click save - all the details will be auto-entered. Common calls can be defined in call templates and then accessed via a pull down menu on the 'log a call' screen.

Templates can be organized in groups and even tied against teams. These template groups can be associated with different support teams. In this way - Revelation can be configured so team members see only the call templates that relate to their activity. When combined with Revelation's ability to organize call types similarly - you can essentially create individual interfaces for different support teams throughout your organization. Each team sees only what it needs.

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workflow

Revelation automates your helpdesk functions. With Workflow your tickets drive action for you. Each time someone on your team completes a task that is part of a workflow ticket and marks it as “Done” the next team member receives an email prompting them to take the next action, complete with a link at the bottom of the email that will take them directly to the workflow ticket. When they finish their assigned task and click “Done” Revelation notifies the next team member, and so on until the service is completed. Use Workflow to automate standard procedures that are required frequently to save time and assure prompt performance.

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