Westport, CT (PRWEB) November 11, 2004
YellowFish Software, a leading provider of helpdesk software for the IT incident management market, today released Revelation TM Helpdesk 3.2, the newest version of its Web-based, Revelation Help Desk software package.
Revelation Helpdesk 3.2 helps IT departments and technical support organizations improve their end user support programs with an intuitive approach to incident management that maximizes human resources, streamlines processes and improves customer service.
While the base configuration offers an effective helpdesk solution for small and mid-sized organizations supporting hundreds of end users, Revelation 3.2's modular structure is scaleable to organizations with thousands of end users.
The nimble, browser-based interface of Revelation 3.2 enables service professionals to receive and report on the disposition of more end-user incidents in real time. Statistics gathered by YellowFish Software show that technicians can log a service call in half the time it takes in other systems. In addition, Revelation 3.2 delivers a high return on investment with a low total cost of ownership for IT management. This is particularly appealing to corporate, government, legal, outsourced IT providers and educational customers in tough economic times.
According to YellowFish CEO, Nick Juliusburger, "This is a system designed by helpdesk professionals for helpdesk professionals. Revelation 3.2 evolved from a very simple customer request: Help desk management has long asked for a cost-effective incident tracking software. Revelation Helpdesk offers the right benefits -- precision tracking, ease-of-use and forward-looking management reporting -- to IT professionals who are 'time-crunched' and frustrated by ineffective products."
Juliusburger added that, "Our customers are our most important asset. Revelation Helpdesk 3.2 contains many of their most requested enhancements. It is this desire to listen to our users that helps Revelation evolve and continue to meet the needs of all constituents in the IT support process -- support staff, management and end users -- improving efficiencies and productivity for each. We believe this is the reason for our 90+ percent customer satisfaction."
According to Monica Rhoden, a support engineer with St. JosephÂs Hospital of Augusta, and a Revelation customer, "We used Support Magic for many years and find Revelation Helpdesk to be very user friendly and easy to navigate. We had no trouble switching to a web based application. Revelation has exceeded our initial expectations."
Notably, Revelation 3.2's new licensing model offers customers a base configuration with additional modules that tailor the software to clients' specific needs. There are eight modules that customers can choose to purchase.
Revelation 3.2 also features integrated activity, performance, trend, resource and administrative reports to help managers monitor help desk activity and plan for the future; an intuitive ticket management system that makes it easy to know the status of open tickets; prioritization capabilities to rationalize support labor commitments; SLA management features with support for working hours and holidays; escalation features including 'respond by,' 'resolve by' dates and alarms to insure they are met; Web-based architecture that requires little or no maintenance of the application by IT staff; customizable IT staff and end-user interfaces, including status of all problems logged; email submission of tickets, including attachments; an ergonomic interface with no screen clutter; compliance with Government rule Section 508 related to handicapped access; and work requests that are adjusted in real time for any time zone.
Founded in 2000 and headquartered in Westport, Conn., YellowFish Software is a privately held company that offers comprehensive help desk management software solutions. As the creator of Revelation Helpdesk software, a 100 percent Web-based helpdesk solution YellowFish Software ensures a significant impact on the way customers provide IT support and incident management. Customers include Honeywell, Boeing, The U.S. Army, & The National Center for Missing and Exploited Children. Revelation Helpdesk excels at providing the critical information needed to make appropriate and effective management decisions in real time. For more information visit our web site at http://www.revelationhelpdesk.com.
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