Help desk and asset management outfit Magic Solutions Inc has introduced WebMagic, an access tool for its SupportMagic SQL query tool, which enables direct access to the help desk from Web browsers. WebMagic enables searches through a range of databases, on-line manuals and third-party knowledge bases to identify a range of solutions, which are then prioritized in order of relevance to the query. WebMagic provides secure access for help desk analysts to remotely log in, access call information, view call history and update an existing call. Help desk analysts can view and update records as if they were using the LAN or WAN- based help desk systems at the office, says the Nashville, Tennessee-based company. WebMagic enables users to identify and solve their own support issues using SupportMagic’s full-text search engine, Statistical Information Retrieval. Pricing starts at $4,995 for a server license.
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