HelpDeskSoftwareReviews.Net

Overview
Novo’s Help Desk software offers an incident tracking solution that is applicable in most support and customer service settings. The user interface can be utilized out of the box or modified to fit your business’ needs using the customizable interface feature
 
Some of the features are automated incident routing, automatic email notifications, custom business and user settings, and reporting.  As with most of Novo’s products, the Help Desk can be combined with optional modules. The Help Desk software is a 100% Web Based Online Customer Support Software. The only requirement is a web browser. 

What are its standard features?
Novo’s help desk software is a good solution for those businesses that have no such system in place and those businesses whose current system is no longer meeting the company’s needs. The Novo central marketing theme is that it is a cost saving measure as it significantly reduces the time spent on managing help desk issues
 
The Novo Help Desk management software comes with an Intranet/Extranet web customer support portal, internet help desk software, issue tracking, inter-department service request tracking – i.e. equipment tracking. The customer submits a report, which is assigned a ticket number and placed in the queue for resolution. This enables you to save time and resources staffing inbound phone lines. The staff themselves can create a ticket as well. Customers can track the status of the ticket through the user interface.  Novo’s help desk suite also allows managers to easily track and organize ticket numbers by department or group, with the senior most managers being able to see all the tickets in the system. The administrator dashboard is a fully customized feature that allows you to sort and/or view based on specific parameters. It has the capability for drag and drop, arrange and sort. One of the best features is the ability to set up custom workflows.

Why is their product unique?
Novo has a knowledgebase software add on, to enhance the customer experience by providing self help to the customer. These can be purchased together as the Novo Custom Customer Support Suite. The knowledgebase saves money and time by reducing call volumes, manage repeat issues, allow your high level technicians/engineers working on valued added projects. Other software manufacturers have the ability to develop a knowledge base, while Novo has one ready to go, out of the box.

What can they improve upon?
Novo has done an excellent job of offering a solution that has just the features you need and the ability to upgrade and add on in the future. There is not much to improve upon in this reviewer’s opinion.

What type of company does their product fit best? 
Given its ability to expand and be combined with Novo’s other products; it appears that this software is geared towards large companies, whose needs are very specific. This does not mean that it is not applicable for small to mid size businesses however.

Filed under: Help Desk Software, Help Desk Software Reviews