HEAT Software is an IT help desk solution with on-premise, cloud-based and mobile options. The system integrates service management with client management, in both a web-based and server-based environment. HEAT can support any type of help desk or contact center with voice-enabled solutions by combining common phone technology with the service desk application. Managers can monitor employee productivity with centralized reporting and more than 200 templates.
This platform includes all core offerings in a Help Desk solutions, plus expanded features such as self service, knowledge management, and communication management with telephony. HEAT also offers product training, professional service and cloud consulting.
HEAT is best suited for organizations that need more than 10 customer service and support agents accessing the system. It works for professionals in many industry segments, including banking & mortgage, hospitality/travel, public sector, retail, and software/IT.
Gwen from The University of Texas at Tyler
Employees number: 501-1,000 employees
I've used HEAT for many years and it is very easy to create requests. I've found it a bit limited on the reporting side and have used Crystal Reports in order to provide the kind of reports I'm looking for. In order for it to be effective and for reporting to be accurate, it does require that the configuration be well thought out when it is setup.
It is easy to use and has some nice canned reports. It can also integrate with the ACD system to streamline the creation of requests.
Reporting is a bit limited and I have to use Crystal Reports to offset that. In addition, if the configuration is not setup correctly it will not be easy to pull accurate reports on which to determine achievable SLAs.
I would recommend this product, but advise that the initial configuration be well thought out. A 3rd party reporting software like Crystal Reports may be needed to create more in depth reports.
Frank from RagingWire Data Centers
The product is sold as a suite. The nice thing about that is you are no nickel and dimed for every module or feature you want to use. One up front price and you can use anything part of the tool you want to. The product is hosted which makes life easy from a support point of view. We get a test environment so we can test upgrades before they are actually released. The application has an extensive set of APIs that allow us to automate many features and integrate to other applications. The vendor is easy to deal with.
The reporting tools could use some enhancements. It would be beneficial if the reporting tools were more user friendly so that users of the tools could create and schedule reports without having to contact IT.
Review the APIs and reporting features (all features important to you) of the tools you select.