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HelpMaster

Helpdesk, service desk and customer support software
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Overview

HelpMaster combines CRM, helpdesk, service desk, email response management, web self service and more into a single product suite. Priced to be affordable, and packed with features that scale to any size business. HelpMaster is specifically designed for use in helpdesk, service desk, complaints management, facilities management, business processes tracking, workflow automation, email response management and web self-service.

For small businesses looking for a system to log, track and manage the daily issues affecting your business, HelpMaster has everything you need now, with plenty of headroom to grow into.

For businesses looking for an ITSM solution that can be aligned with the principles of ITIL and other service management frameworks, you'll find HelpMaster to be an intelligently designed and powerful tool.

Screenshots

Screenshot #1 of HelpMaster (Web portal for technican)
Screenshot #2 of HelpMaster (Helpdesk explorer)
Screenshot #3 of HelpMaster (Email to ticket conversion)
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Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Web-based, Windows
Supported Countries
Asia, Australia, Canada, China, Europe, Germany, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
English
Supported Platforms
Google Apps, Open API
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications
Verisign

Pricing

Starting from: $695.00
Pricing model: One-time Licence, Subscription
Free Trial: Available (No Credit Card required)

Standard $695 per license
Enterprise $1295 per license

Perpetual + Monthly licensing available. Choose which option suits your budget best.

See website for a comparison between each edition.

Overview

HelpMaster has been designed to streamline your helpdesk and service management initiatives and improve overall business efficiency. It does this by allowing you to support your different clients in different ways, and build workflow patterns based on the needs of your business. Whether you need a corporate knowledge-base system, an email response management system, or a comprehensive and flexible call logging system, HelpMaster delivers a complete package of helpdesk tools in one integrated suite.

What makes HelpMaster unique?

HelpMaster is the only helpdesk system available that utilises a 3-tier template system that allows the helpdesk to create customized workflows that incorporate Jobs (incidents), with Actions (tasks) and Outgoing correspondence, or email. By using this powerful template system, you can configure HelpMaster to manage all of your helpdesk and support needs.

With this incredible amount of flexibility, helpdesks and support centres around the world are using HelpMaster in the following applications

IT helpdesk support
Facilities management
Complaints management
Software bug tracking
General business tasking and workflow

Key Features

  • Windows or Web
  • Email to ticket conversion. Superb rule-based filtering
  • Web based client self-service to log, track, browse KB
  • Create custom workflow using powerful templates
  • HTML email. All out-going email is available in HTML
  • Knowledge base. Create, update and web-publish content
  • Escalation engine. Build rules to create escalations and SLA
  • Time and Expense billing. Track time, money and costing.
  • API for developer support and extension
  • Active Directory enabled for quick user import and synch
  • ITIL Alignment for Incident Management
  • ITIL Alignment for Problem Management
  • Drag 'n drop attachments
  • "Stop the clock" functionality
  • Spell checking + auto text
  • Auto-suggest appropriate knowledge base article
  • Easy access "History" button to retrieve recently viewed ti
  • Create workflow for individual ticket types
  • Automatic notification to agents for updates, modifications
  • Ticket linking - Parent and child jobs

Benefits

Provide quick and easy call logging. Each call that is logged can be managed via custom workflow rules that you define.

Over 120 reports give you access to statistics, trends, details

Windows or Web means you can access your helpdesk information anywhere, anytime

Clients can help themselves via the web self-service portal

Balance workload with multi-skillgroups and task-based job routing

Staff can be belong to one or more skillgroups so that jobs and workload can be balanced

3 tier template design means that you can model HelpMaster to your actual business processes

Asset module gives ability to link CIs to clients, sites, jobs and other assets (CIs)

Email Templates provide "canned" responses for all out-going email types. Embed "email tags" in outgoing email that provide context and related information such as hyperlinks to web portal etc.

Active Directory module provides single point logon. Never deal with the logon screen again!

Import module allows import from XML data sources

Microsoft SQL Server database provides powerful enterprise class database platform. Full database dictionary is available. Includes many reporting views and queries ready to be used by custom report writers and system integrators.

Extendible Add-In manager allows custom code add-ins to be developed to extend the power of HelpMaster
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