Software automates help-desk requests

MicroMain Corp. has released MicroMain HelpDesk, new work request routing software used with the company's maintenance management program.

The software lets staff receive requests via e-mail, telephone, walk-in or electronic submissions with MicroMain Web Request. By receiving all work requests in one place, help desk staff can collect all the information they need before they create work orders or dispatch technicians, company officials said.

Users can enter their requests via MicroMain Web Request. The appropriate fields in HelpDesk are automatically populated with this data.

'Instead of handling maintenance requests on the fly, MicroMain HelpDesk allows organizations to centralize submissions and ensure proper handling,' said Joe Brummer, MicroMain's executive vice president. 'With this new software, our users can screen work requests and determine the appropriate action, including responding to emergencies, routing specialized requests to the right personnel, and prioritizing requests and work orders.'

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Trudy Walsh is a senior writer for GCN.

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