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
Software bug tracking
General business tasking and workflow
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 system integrators.
Extendible Add-In manager allows custom code add-ins to be developed to extend the power of HelpMaster