FrontRange Solutions debuts next generation of HEAT® help desk solution at HDI 2010 Annual Conference

FrontRange HEAT 9.5 features key enhancements in Self Service & Knowledge Management

Pleasanton (March 16, 2010) –

FrontRange Solutions, the leading developer of Service Management solutions for medium-sized and distributed enterprises today announced that it will showcase its latest version of the award-winning HEAT® help desk solution at the HDI 2010 Annual Conference & Expo in Orlando, Florida.

Visitors to the show will be among the very first to see FrontRange HEAT 9.5 in action, with product experts on hand to demonstrate a wide range of new and enhanced features.

Kevin J Smith, Vice President Products at FrontRange Solutions, commented: “FrontRange HEAT 9.5 addresses three critical areas of successful help desk operations. First, we’ve made it easier to manage and track incidents with a new Call Logging Dashboard. Second, we’re encouraging end users to help themselves with the improved Self Service module. Third, we’ve made it faster for help desk users to remediate incidents with the new Knowledge Management module.”

The Call Logging Dashboard in HEAT 9.5 now features a ‘My Assignments’ view, to help individual users better manage their active incidents. They can also choose to restrict views and turn off unused reports.

Alongside the core product, the value-add HEAT Self-Service module has also been enhanced. The Self-Service interface now allows the ability for customers to run issue templates, making it quick and easy for users to request routine services.. A new banner feature makes it easy to advise users of high profile issues, and users can choose to ‘subscribe’ for updates to particular issues.

The user interface in HEAT 9.5 features a tabbed layout, greatly enhancing navigation within the HEAT interface. Additionally, the email features within HEAT have been enhanced to feature support for html email formats, BCC fields and customizable ‘from’ and ‘reply to’ fields.

Available shortly after the core HEAT 9.5 product, the revised HEAT Plus Knowledge module will feature several authoring enhancements, including document level security, and new abilities to take advantage of existing knowledge sources.

FrontRange HEAT 9.5 will be available to customers from March 23rd 2010. For more information, please visit FrontRange Solutions at Booth 716 at the HDI Annual Conference, or go online at

About FrontRange Solutions

FrontRange is a leading provider of powerful and affordable IT Service Management, IT Asset Management, and Customer Service solutions. These solutions enable IT and Services Transformation by providing Enterprise-class capabilities that deliver fast time to benefit, high ease of use, and rapid return on investment. With an award winning tradition and recognized as a leader by industry analysts, FrontRange’s products and solutions are licensed by over 16,000 customers in more than 80 verticals and 80 countries to quickly improve interactions with external and internal clients and achieve better business results. For more information, call 800.776.7889, visit or follow us at @FrontRange or on Twitter.


Matt Fisher
Director Global PR
+44 (0)1793 836200

Source: FrontRange