Lucid Help Desk

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Lucid Help Desk

A complete Help Desk application for tracking bug releases and product enhancements. Produce Product Release reports for inclusion in your product updates.

Track Service Requests: Track requests for a variety of maintenance and installation services (e.g., Requests for the installation or repair of computers, computer software, telephones and facility requests).
Service History: Maintain historical records showing who requested the service, who resolved the issue and how long it took to complete.
Integrated Employee Database: An integrated employee database allows you to maintain employee department, computer, and phone number information.
Automatic Notification: Support personnel are notified via a pop-up screen anytime a new service request is assigned to them. Email update messages are sent to the person reporting the problem as new status becomes available.
Multi-user, Client-Server application: Multiple users can log on to the system simultaneously and access the same data (Client-Server version only).
Additional Features: Additional product features are available through Lucid Enterprises Computer Consulting services.
Reports: Twenty (20) reports targeted for both support personnel and their managers are available for viewing and printing. The included reports are listed below:

Active Employee Report Produces a report of all active employees entered into the system

Assignee Activity Report Produces a report of open and closed incidents for each user during a specified time period

Current Selection Incident Detail Prints a hard copy report of the Incident currently being viewed

Department Report Reports all of the the active departments entered into the system

Managers Closed Within 7 days Incident Summary Report of all Incidents closed within the last 7 days. Access to this report is limited to managers.

Managers Open Incident Summary Report of all Open Incidents. Access to this report is limited to managers.

Open Incident Detail by Assignee Report of Detailed Open Incidents, grouped by Assigneee

Open Incident Detail by Product Report of Detailed Open Incidents, grouped by Product Name

Open Incident Summary by Product Summary Report (without detail) of Open Incidents by Product

Phone List by Department Name Employee and Department Phone list, grouped by Department Name

Phone List by Employee First Name Employee Phone list sorted by Employee First Name

Phone List by Employee Last Name Employee Phone list sorted by Employee Last Name

Product History Detail Report Report Detailed Open and Closed Incidents by Product

Product History Summary Report Report Summary Open and Closed Incidents by Product

Product Release Contents Report Report Incidents fixed in each product grouped by Product Version

Product Release Summary Report Product Release Version and Release Date information for each product

Product Report List of all Products and Product IDs entered into the system

Request Types List of supported Request Types used in assigning Incidents

Status Codes Report List of supported Status Codes used in defining Incident status

User Name Report List of all active user names entered into the system and available for Incident assignment

Minimum System Requirements: IBM Compatible PC running Windows^® (2000 or XP); 8MB RAM; 30MB free disk space; CD-ROM drive (if purchasing the CD-ROM product version).
Current Version: 8.01.0007
Updates: Registered users are eligible for minor program updates and special upgrade offers.

Pricing:

View User Manual (Adobe® Reader® is required)
Evaluation Copy - Free Download
Single User CD-ROM version: $79.95 plus $10.00 USA shipping & handling
Single User Download version: $69.95
Help Desk Server plus 2 clients:	$CONTACT
Help Desk additional clients (server product required:	$CONTACT
View Product Updates for each Product Version (Adobe® Reader® is required)

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Active Employee Report	Produces a report of all active employees entered into the system
Assignee Activity Report	Produces a report of open and closed incidents for each user during a specified time period
Current Selection Incident Detail	Prints a hard copy report of the Incident currently being viewed
Department Report	Reports all of the the active departments entered into the system
Managers Closed Within 7 days Incident Summary	Report of all Incidents closed within the last 7 days. Access to this report is limited to managers.
Managers Open Incident Summary	Report of all Open Incidents. Access to this report is limited to managers.
Open Incident Detail by Assignee	Report of Detailed Open Incidents, grouped by Assigneee
Open Incident Detail by Product	Report of Detailed Open Incidents, grouped by Product Name
Open Incident Summary by Product	Summary Report (without detail) of Open Incidents by Product
Phone List by Department Name	Employee and Department Phone list, grouped by Department Name
Phone List by Employee First Name	Employee Phone list sorted by Employee First Name
Phone List by Employee Last Name	Employee Phone list sorted by Employee Last Name
Product History Detail Report	Report Detailed Open and Closed Incidents by Product
Product History Summary Report	Report Summary Open and Closed Incidents by Product
Product Release Contents Report	Report Incidents fixed in each product grouped by Product Version
Product Release Summary	Report Product Release Version and Release Date information for each product
Product Report	List of all Products and Product IDs entered into the system
Request Types	List of supported Request Types used in assigning Incidents
Status Codes Report	List of supported Status Codes used in defining Incident status
User Name Report	List of all active user names entered into the system and available for Incident assignment