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About Heat Help Desk Software

HEAT Service and Support is the foundation for the HEAT product suite from FrontRange Solutions. HEAT Service and Support provides core service and support functions, including incident tracking, inquiry tracking, and case management. Additional modules with extended functions are listed below.

The Bottom Line: HEAT solutions enable your organization to increase service levels while lowering costs. HEAT enables you to shift from reactive to proactive service and gain a competitive edge. See more reasons to choose HEAT.

HEAT is your answer when you provide answers to customers, employees, vendors, and more. HEAT can help you meet your customer service department, human resources department, and/or technology management needs, while providing you a complete analytical view of end-to-end performance. HEAT gives you the visibility to see where you can improve, and the agility to change as the market changes, to elevate your organization’s response to meet market demands, and to stay within your budget.

The HEAT family is a comprehensive service solution. You can add the following modules to the core HEAT Service and Support platform:

  • Voice Enablement (IPC) — Add the power of integrated telephony solutions to your customer information
  • Self Service — Increase customer satisfaction, while lowering your cost per transaction as customers efficiently find their own answers
  • HEAT Inventory Management — Effectively manage your IT assets, software licenses, and leases
  • HEAT Plus Knowledge — Benefit from integrated use of your knowledge base information
  • HEAT Plus Remote Support Suite — Provide remote technical support to customers’ desktop PCs
  • iHEAT — Provide browser-based Web access to your HEAT system for mobile and remote employees


HEAT also integrates easily with the FrontRange ITSM product line, providing organizations with advanced needs, complex technology infrastructure, large size, or enterprise-class needs a seamless and efficient set of interaction management solutions.

HEAT is an effective solution for any size company, in any vertical, with specific design considerations for small to mid-sized organizations. It is the only product in its class that allows real-time remediation and escalation.

FrontRange Product Family

FrontRange product families, designed specifically for small-to-medium-enterprise (SME) and distributed enterprise organizations include: GoldMine for business relationship management, team-based contact management and sales force automation solutions; IT Service Management with HEAT and ITIL standards-based modules for complete service management; Communication Management including IP Contact Center for reduced telephony costs and increased agent productivity, streamlined customer service and communications; and Infrastructure Management, which provides the ability to optimize the full lifecycle of a company’s assets.

FrontRange Customers

FrontRange customers represent 44 percent of the Fortune 100 and 76 percent of the FTSE 100, and include Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and Turner News Network.