Additional information for HelpMaster
Key features of HelpMaster
View All 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
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 developers.
Extensible Add-In manager allows custom code add-ins to be developed to extend the power of HelpMaster