Converged Systems web-based iNET-Office Support Center integrates Project Management, Help Desk Ticket Management, Time Sheet Management and Bug tracking in one easy to use solution. The Customer and Business Support Center is fully integrated with the other modules of the Business Information Management Portal.

Converged Systems web-based iNET-Office Support Center enables you to centrally manage multi-channel, worldwide support, record and track all projects, problems and requests, build collaboration, organize issues effectively, and improve workflow throughout the entire problem management life cycle. Converged Systems is extremely flexible and scalable, offering strong performance for large installations.

Use only the modules you need ... Looking for just a help desk -or- Project & Task Manager -or- Bug Tracker -> no problem. Use only what you need or use it all, you easily decide and restrict access using our multiple security levels and group security capabilities.

  Screen Shots

ONE location for all of your Project Tasks (spans all projects), Help Desk Tasks, Bug Tracking Tasks centralized in one easy to use screen. NO MORE bouncing from screen to screen or system to system to see what needs to be done.

Manage business processes with better visibility and accountability for everyone. Manage tickets, budgets, resources and documents in one place, then share information instantly with anyone on your team.

Focus on delivering ticket solutions, not on data gathering and manipulation. With controlled access to information, your team members, clients or vendors can update and view appropriate ticket information.

Automated email notification informs ticket requestor and support team upon new request, ticket update or ticket closure...You Decide.

Centrally track, support, and manage worldwide multi-channel requests - using the extensive security levels and group security to control access and reporting.

Deliver information, alerts, and assignment to agents, technicians, and remote team members via email.

Support and manage multiple projects or workflow scenarios for different functions, users, and groups worldwide.

Easily customize Converged Systems using simple, web-based forms and project wizards, giving you the ability to adapt forms, fields, web-based reports, queries, status and priority levels to your organization’s specific needs - without any programming or database administration.

Tailor to your organization's unique needs for business rules and support task automation, including auto-routing, escalations, email notifications, and broadcast messages

  Project Management Overview

Converged Systems provides complete Project Lifecycle Management solution out-of-the-box. From the initial stage of customer relationship management and opportunity tracking, through the project implementation stages.

Converged Systems allows easy migration of the project from one stage to the next with its integrated suite of web-based applications provides complete support for all the project management activities like Requirement Management, Task Management, Time Tracking, Risk Management, and Trouble Ticket Management. It also helps facilitate Quality Assurance processes through its Bug Tracker Defect Management module and minimizes disruption caused by change in requirements due to changing business needs through its per project document and issue management tabs.

  Keeps Everyone on the Same Page - Put an end to questions about where the latest project plan or documents are. With everything in one central location, it's easy for your team to understand exactly what needs to get done.

  Customize to fit Your Team or Company - Your solutions can reflect your team's existing work processes (or in some cases, what they should be). As your processes and work change, our Project Manager easily changes without the need for a developer on an IT staff.

  Supports Geographically Dispersed Teams - Whether your team is in one office or scattered across several continents our business website portals are an ideal place to collaborate across corporate networks, time zones and continents. Available anytime from anywhere.

  Place an entire project at your fingertips - the people, the tasks, the documents, the deadlines and much more. It makes project management refreshingly simple.

  Give your team a home base - Provide you team or company with a central location for managing projects on the Web, where they can see, share and update every detail of your project -- whether they're working across the office or across the country. That means simple, clear, up-to-the-minute communication: no more e-mailed spreadsheets or outdated documents, fewer missed deadlines and "through the cracks" mistakes.

  Have all of your projects at your fingertips - From forecasting and monitoring project costs to managing the people, tasks, and documents associated with a project. It makes project management and budget control very simple and easy to manage.

  Project Task Management Features

  Create unlimited Projects, Phases and Tasks.

  Define work schedules and manage resources with an Gantt Chart availability matrix and generate individual work schedules for all team members. Extensive filter capabilities for very granular reporting.

  Work with 100% web-based architecture - flexible, powerful, and highly customizable user interface your own accessible with a standard web browser.

  Extensive and flexible report writer provides you with the information you need the way you need it.

  Upload and Organize all project artifacts (i.e. documents, files, spreadsheets, diagrams and data) in one central place.

  Easily monitor current progress and upcoming deadlines, create and save your own project reports and search views.

  Easily identify and report on project status changes and new critical issues.

  Communicate news and changes to all team members instantly, a central portal for the whole team.

  Track and calculate date dependencies between related tasks and project phases.

  Customizable to create unlimited status's, task types and priorities to better manage your tasks.

  Multi-Level security to protect your information and restrict customers to viewing only their entries.

  Setup automatic emails on new tasks, task updates or both. You decide who will get notified by email and when.

  Built in Summary reporting with extensive flexibility in creating specific reports to meet your needs.

  Automatic Monitoring of multiple fields so that you can identify when a task or project is not receiving the attention it needs.

  Dashboard provides summary listing and detailed ticket information.

  Capture and track defects, features, enhancements, tasks, or any other project-related, business, or technical trouble tickets you need to track and manage.

  Enforce Required fields to ensure correct level of detail is captured.

  Assign specific notes, upload documents and issues directly to projects.

  Upload / Download and View any standard file type.

  Revision History, Track changes to issues (who, when, why)

  Define security by users and through group assignment.

More Features  >>

  Help Desk Ticket Manager Overview

Converged Systems Help Desk Trouble Ticket Manager offers all the functions you need to manage your current Help Desk Support requirements with the flexibility to adapt to all of your future needs. The Help Desk Trouble Ticket Manager is seamlessly integrated with the other Business Information Management Portal modules to provide you with one central location for all outstanding Tickets, contact information, knowledge base and Project tasks.

Our web-based portal provides the most efficient self-service platform for your employees and customers. This includes features such as incident submission, status checking, web conversations, and knowledge base searching. Support incidents can be automatically routed to the appropriate support team member based on their workload and skills, and then, in special cases, escalated to management or level-2 support. All of this can be accomplished anytime and from anywhere.

Every day support groups are asked to do more with less. Whether you operate a one-man show or a department with dozens of professionals support personnel, Converged Systems has the tools you need to manage and support your businesses assets. Our Help Desk Ticket Manager automates repetitive activities like logging and tracking help requests, auditing systems, reporting statistics and more . giving you time to meet the needs of end users and the business.

Our Portal Knowledge Base gives your employees the power they need to avoid contacting your help desk in the first place by providing helpful hints, tips, FAQs, upgrades, and patch downloads. When a problem does arise, your employees can easily search the knowledge base for information that is specific to their particular ticket saving your support team time and reducing your overall helpdesk costs.

 Import POP3 emails directly into the Help Desk from any email account, automatically assign and priorize.
  Work with 100% web-based architecture - flexible, powerful, and highly customizable user interface your own accessible with a standard web browser.
  Point and click access to predefined queries and free-form keyword searches.
  Required fields ensure correct level of detail.
  Point-and-click editors for customizing fields.
  Create and manage unlimited folders for separating tickets into managable groups.
  Revision History, Track changes to issues (who, when, why)
  Define Security by user and by groups. Restrict customers to only their Tickets.
  Enable and disable features easily, multiple customizable fields.
  Enable customized automated emails for ticket notification during entire life-cycle.
  Set different costs per team member or work performed.
  Create, customize, and automate a comprehensive approval process.
  Gantt Chart's for resource allocation and management. Extensive filter capabilities for very granular reporting.
  Define the states of an ticket, priorities and status to meet your needs.
  Multiple knowledge resources for solutions, FAQs, knowledge base, documents, forms and common issues – agents can import the relevant solution right into the issue ticket

More Features  >>

  Bug Tracker Overview

Converged Systems Bug Tracker is a powerful, web-based multi-user portal specifically designed to track software defects, control change management and manage new feature requests.

If you develop commercial software, in-house software, write user documentation, design print or interactive media, create test scripts, or build Web sites, you need a central repository to manage specifications, change requests and facilitate team collaboration. You need our iNET-Office Support Center, a complete change management solution that keeps digital assets organized and protected while tracking change across your organization

Track incremental change requests from internal or external customers; then prioritize, assign, and track through completion. Your internal customers can even attach their own requirements documents, and revision tracking features always give you access to old versions.
  Plan, Manage and View Software releases and bug tracking real time - anytime.
  Control costs and increase profits through better organization.
  Monitor current progress and upcoming deadlines.
  View all task expenses as soon as they are entered.
  Track and calculate date dependencies between related tasks.
  Control Software Releases and better manage bug fixes.
  Manage tickets, risks and software defects.
  Real time ticket escalation and notification.
  Provide visibility to clients, vendors and other stakeholders.
  Improve workflow and control change management.
  Reduce project overruns and Enforce accountability.
  Give your employees an easier work process.
  Automate business rules and support tasks.
  Improve team collaboration, Align team for best performance, Share best practices and Implement quality models.
  Manage service level agreements, generate and save reports
  Create a 360 degree view of customer interaction with complete audit trails.
  Give customers self-service online to submit and/or solve their own issues.

More Features  >>

  Time Sheets Manager Overview

Measure your Projects and Help Desk Trouble Ticket Resolution by the clock. That's why you need to track as much of it as possible-without missing any of it. You need an easy, flexible, but comprehensive way to measure, tabulate, and measure where your time is spent.

The cornerstone for your Time Management is Converged Systems Time Sheet Manager -a time tracking and reporting system-it works just the way you do. This web-based module allows your organization's members to track their hours online from anywhere. Time and Costs are directly applied to tasks and projects.

STOP your projects from spinning out of control and over budget. Monitor and track time expenses and budget overruns before they happen. View all current time sheets as soon as they are entered. Forecast project costs and compare to actual expenses.

More Features  >>

  iNET-Office Support Center Features

  Automatically send e-mail notifications whenever an Ticket is updated.
  Intuitive interface-as easy as using a Web browser.
  One page provides summary listing and detailed ticket information.
  Point and click access to predefined queries and free-form keyword searches.
  Capture and track defects, features, enhancements, tasks, or any other project-related, business, or technical trouble tickets you need to track and manage.
  Required fields ensure correct level of detail.
  Point-and-click editors for customizing fields.
  Create multiple projects and phases.
  Track defects on a project-by-project basis.
  Assign specific notes and issues directly to projects.
  Multi-user access to project information.
  Upload / Download and View any standard file type.
  Revision History, Track changes to issues (who, when, why)
  Define users and assign groups.
  Enable and disable features easily.
  Restrict access to specific Web views.
  Restrict access to all Web views of a project.
  Set different costs per team member or work performed.
  Define the states of an ticket, priorities and status to meet your needs.

 More Features  >>

  iNET-Office Support Center Benefits

  Plan, Manage and View Projects real time - anytime.
  Control costs and increase profits
  Monitor current progress and upcoming deadlines
  View all task expenses as soon as they are entered
  Track and calculate date dependencies between related tasks
  Control Software Releases.
  Manage tickets, risks and software defects.
  Real time ticket escalation and notification.
  Provide visibility to clients, vendors and other stakeholders.
  Improve workflow and control change management
  Reduce project overruns.
  Enforce accountability.
  Track project profitability on a daily basis.
  Organize events and discussions.
  Engage in Web conversation with the support team.
  Search the knowledge base
  Improve knowledge and information management
  Give your employees an easier work process
  Automate business rules and support tasks
  Automate workflows
  Improve communication
  Improve team collaboration
  Align team for best performance
  Share best practices
  Implement quality models
  Manage service level agreements and generate reports
  Create a 360 degree view of customer interaction with complete audit trails.
  Give customers self-service online to submit and/or solve their own issues.
  Create multiple, simultaneous projects for different groups, departments and locations.

 More Benefits  >>