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New Version of Incident Monitor Available Now For Your Help Desk

monitor 24-7 [1]After months of consultative planning with customers, Toronto’s Monitor 24-7 Inc., creators of the award winning IncidentMonitor service desk software solution, are ready to announce the launch of IncidentMonitor version 9.2 [2], featuring the same famous flexibility and functionality, but with new user interfaces and other user-identified features.

Monitor 24-7’s Marketing and Sales Director Riaz Mohammed says: “The new interfaces were designed directly from customer input. We received input from a wide cross-section of current and potential customers including general usability issues to “cool” features that will greatly simplify user interactions.”

IncidentMonitor has been chosen by customer-centric companies worldwide for its functionality, flexibility and price. The company also welcomes suggestions on how to make its product even better – which, in large part, guided the launch of the new release, notes Mohammed, “one of the biggest concerns was around request submission. The feedback we received showed that most vendors have not done a good job at simplifying the request submission interface. We listened to the feedback and provided a new request interface that provides a very simple yet powerful contact search, and built-in intelligence to automatically present possible resolutions from Knowledgebase (KB) articles and existing requests. Service Level Agreements and service policies are automatically linked and visible, and the customer has easy access to view all service policy details.”

In addition, IncidentMonitor’s technician view has been improved in the area of searches and sorting to quickly access requests. Request updates, assignment, resolution and approvals are all accessible by a single-click without losing advanced task-based updates. A configurable dashboard presents information required (such as team requests, category trends, project summary and My Open Requests) when the technician logs in. Performance improvements have also been implemented in the web interface, which now operates more like a Windows application. Multiple forms can be minimized and easily accessed within one browser window.

Features for End Users:

Features for Technicians:

If you are interested in learning more or to  view a demo of IncidentMonitor v9, please visit the demo information [3] page.