Spider Incident | brainwaregroup.com

Module

Spider Incident

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A professional help desk for all scenarios

The Spider Incident help desk, together with the integrated KnowledgeBase, is the key component of our service desk solution. Robust features enable direct, structured and often automated problem resolution.

With its flexible layout, it supports a variety of organisational scenarios in on-premises and cloud operation. With the free version of itm2go, you can get started quickly and easily.

Direct data collection at source

Spider Incident can receive help desk requests via standard interfaces such as e-mail, telephone or web services. Employees can also use the integrated help desk interface of the Columbus Management Client. The client links the request with all the relevant error information. Even requests submitted via the web or e-mail are supplemented with Columbus inventory data.

Automated, structured data flow

Spider Incident makes large, confusing waiting queues a thing of the past. It uses support groups and ticket event workflows to guide the collected data streams through the processing chain in a targeted manner. Tickets can also be allocated directly to specific members of support staff. And when staff are on annual leave, no request is lost thanks to representation management. Results notifications are delivered automatically.

Implementation of a service level concept

The definable service level agreements (SLAs) and escalation levels also play an important role. Automated test mechanisms ensure that the predefined response times are being observed and send notifications when they are exceeded. This information can be accessed by support staff at any time via the web user interface.

Simplified ticket creation

Spider Incident supports ticket creation by automatically adding relevant data. For standard problems which are solved directly, the ticket can even be marked as complete immediately. Allocated assets can be linked directly via the interface with Spider Asset. KnowledgeBase articles can also be incorporated.

Leveraging the benefits of integration

Open interfaces and close integration with the Columbus modules and Spider Asset facilitate efficient problem management. Inventory and asset information provides troubleshooting assistance.

The linchpin of your support programme

Spider Incident has been optimised for integration with Spider Asset and Columbus, but can be flexibly adapted to local support requirements via the REST interface. This takes into account local business processes, workflows, IT structures and data types.

Featuring robust functions ranging from representation management to service level agreements, including definable escalation levels and support for flexible ticket event workflows, it makes the job of employees and IT support staff much easier. Spider Incident offers a multitude of automated features, but also full flexibility in manual processing.

Spider KnowledgeBase – the knowledge database

Spider KnowledgeBase is a modern knowledge database which has been optimised for seamless interoperability with the Spider Incident help desk. It allows you to define approaches, link them with one another and provide them to members of staff for self-help. It is a cache of experience which grows larger with each application.

This allows the experiences of the support team to be reused in a structured way. With direct access from the help desk, problems can be solved faster. Spider KnowledgeBase is at its full strength when combined with Spider Asset and the Columbus modules, since this allows all the relevant information to be linked up.

With the cloud-based version you can start straight away and test out the basic features in the free version without any risks. 

Registration process

  • Registration is done on our cloud portal, itm2go.
  • A domain ID is assigned to different customer accounts and future modules by a separate domain name space.
  • The creator of the customer account becomes the administrator and administrator of the domain.

WYSIWYG editor with HTML support

Spider Incident features a WYSIWYG HTML editor which allows you to create tickets, KnowledgeBase articles, messages and notifications, and incorporate graphics and screenshots. You are also able to define customer-specific attributes and fields.

Full-text search

With OneSearch, Spider Incident features an incredibly fast full-text search based on the Lucene search engine, which also allows you to search within tickets, data fields and KnowledgeBase articles. Displaying search results as an overlay enables quick access to contacts, assets and tickets.

Dashboard and ribbon technology

Spider Incident features the ribbon technology familiar from Office applications. Views that can be sorted help you to choose the right tasks. Individual charts and statistics can also be displayed in the dashboard. All contacts required to complete a task are managed in the system and are easy to maintain. In MyTickets, members of staff can get an overview of the statuses of their own requests.

 
Funktionenon PremiseCloud
Enterprise
Cloud
Standard
Cloud
Free (*)
FeaturePack **
Grundfunktionen
Rich Text (WYSIWYG) Editor
HTML E-Mail Unterstützung
Tickets weiterleiten, gruppieren, aufteilen, zusammenfügen
Indexierung
Optionale Eingabefelder
Benachrichtigungsoptionen (Supportgruppen)
Kontaktübersicht
Kontakteunlimitiert500300100+200
Kategorienunlimitiert50105+25
Kostenstellenunlimitiert50105+25
Antwortvorlagenunlimitiert1031+2
Service Levelsunlimitiert1030 (3)+2
Fetchmailunlimitiert1031+2
Erweiterte Funktionen
Asset Integration
Assetsunlimitiert1000600200+400
Termin- (✓)
Wiedervorlage- (✓)
Vorlagen bei Ticketerstellung-
Benachrichtigung von Ticket Änderungen via E-Mail-
Anzeige ähnlicher Kontakte- (✓)
Supportgruppenunlimitiert1031+2
Watchlist-- (✓)
Ticket Direktlösung-- (✓)
Prioritäts Monitor -- (✓)
Meine Tickets--
Indexierung von Datei-Anlagen --
Benutzerdefinierte Ticket Felder--
Benutzerdefinierte Kontakt Felder--
Berichte
Basisberichte
Erweiterte Berichte - (✓)
Excel Export - (✓)
Diagramme-- (✓)
Konfiguration
Benachrichtigungsvorlagen änderbar-
Servicelevels anpassbar-
Max. Anzahl Tickets unlimitiert500/Monat200/Monat100/Monat+200/Monat
Anzahl Supportmitarbeiterunlimitiert84 2+4
E-Mail senden/empfangen über SSL/TLS--
Schnittstellen
Ticket Export
Kontakt Importer-
Ticket Import--
Ticket Zugehörigkeit--
REST API-- (✓)
AD Benutzerkontenmöglich--
KnowledgeBase
Max. Anzahl Artikelunlimitiert20010050+100
Kategorienunlimitiert50105+10
Vorlagenunlimitiert1031+2
Anzahl KB Mitarbeiterunlimitiert841+2
Anhänge-
Speicherplatz für Artikel & Attachmentsunlimitiert500 MB200 MB100 MB+100 MB
REST API--
Diverses
Keine brainwaregroup Werbung
Speicherplatz für Tickets & Attachmentsunlimitiert12 GB2 GB365 MB+2 GB
Mailserver POP3 Postfach (ohne Backup)unlimitiert521
Mailserver POP3 Postfach Limiteunlimitiert200 MB100 MB50 MB
Corporate Cloud SSOmöglich--
Supportkostenpflichtig
Preis/Monatauf AnfrageCHF 199.-CHF 99.-GratisCHF 100.-

 

* erweiterte Funktionen für die ersten 90 Tage
** als Addon bei Enterprise Edition verfügbar

Spider Service Desk Suite Intuitive, SLA controlled ticketing and knowledgebase solution

  • Completely web-based
  • Multi-level ticket queues
  • Priority and SLA Monitor
  • Ready to use within minutes
  • Flexible reporting
  • Escalation mechanisms
  • Knowledgebase
  • Highly scalable
Available licensing models
  • PPL
  • OSL
  • HSL

Licence forms

Downloads

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Questions?

Do you have questions about our products or services? Would you like a personalised consultation or a specific proposal?

Tel. +41 41 748 22 00

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