FAQ

Evaluation

Yes. The evaluation version of HelpMaster Pro is a complete, fully functional copy that is only limited by the evaluation period job logging limit. Therefore, any data that is entered into the database during that time can be retained and added to by contacting PRD Software with regards to purchasing HelpMaster Pro and obtaining a valid Registration code.

The evaluation period has no time limit, and all the features of HelpMaster Pro are all active. The only restriction is that only 200 jobs can be logged into the database. If this restriction is not suitable for your company or business, please contact PRD Software to discuss alternative evaluation limits.

Yes. If the 200 job logging limit has been reached and you want to keep evaluating HelpMaster Pro, or if for some reason the evaluation limits are not suitable to your needs, please contact PRD Software to arrange an extension of the evaluation restrictions, whether that be in regard to job logging or a time period.
T: +61 2 6278 4664
F: +61 2 6278 4654
E: sales@prd-software.com.au

PRD Software can be contacted directly to purchase HelpMaster Pro. This can be done through email, phone, and fax or through our website. Alternatively, there are authorized HelpMaster Pro resellers for North America, Africa & Middle East, Europe and Australia. Visit our website to obtain the details of a HelpMaster Pro reseller in your area.
T: +61 2 6278 4664
F: +61 2 6278 4654
E: sales@prd-software.com.au

Yes, you can. Please contact PRD Software to arrange for a qualified consultant to visit your work place for an on-site demonstration.
T: +61 2 6278 4664
F: +61 2 6278 4654
E: sales@prd-software.com.au

Database

The entire HelpMaster Pro product suite is designed to use a Microsoft SQL Server 7, 2000 or MSDE 2000 database.

The only access you have through HelpMaster Pro to the database is the ability to add new and edit existing data. To access the database directly, you will need to have either Microsoft SQL Server 7, 2000 or MSDE 2000 installed on your machine and administrator privileges.

Yes. When logging on to HelpMaster Pro, you have the option of choosing which database you need to connect to. This option allows for the use of multiple database’s to be stored and accessed whenever needed.

Yes, HelpMaster Pro has the ability to import data from delimited text files. Data can be imported for the following HelpMaster Pro entities: Assets, Sites, Clients, Staff, Knowledge Base Articles, Jobs and Actions. The CSV file is the default file format for importing into HelpMaster. However, tab and semi-colon delimiters can also be chosen.

Yes, though exporting data from HelpMaster Pro should be performed directly from SQL Server. Please contact your database administrator for assistance with any database exporting. Filtered data can be exported through the reporting function. This can be achieved by running the report filter and choosing the export function from the report toolbar.

It is recommended that the HelpMaster Pro database is regularly maintained by a qualified, SQL Server administrator. Best practice procedures include regular backup, data integrity checking, query optimization and indexing.

No, you don’t. Over time and according to maintenance requirements, it may be necessary to update either the structure or the content of the HelpMaster Pro database. For this reason, each time any executable component of the HelpMaster Pro suite begins, it will check the version of the database in order to determine if the database is sufficiently up to date for the application to run. If not, your database will be patched to make the needed changes. No data you have stored in your database will be lost or altered in any way.

The HelpMaster Database runs off SQL Server, which itself has a maximum database size of 1048516 terabytes.

There is no limit to the number of users the HelpMaster Pro database can handle. The only restriction is how many licenses you want to purchase.

General

HelpMaster Pro is the most flexible template driven software on the market. As a result HelpMaster Pro is being used in broad range of industries around the world including:

• Helpdesks (internal and external)
• Educational institutions
• Hospitals
• Banks and financial institutions
• Small business
• Government
• Software development teams
• Real estate
• Fleet management

HelpMaster Pro is the perfect solution for:

• Call tracking, Issue tracking and Bug tracking
• Contact management and client history
• SLA, escalation rules and work flow management
• Client self-service via a web browser
• Asset management
• Better business workflow practices
• Knowledge management

When configuring HelpMaster Pro, be sure to take a look through the Quick Start Overview section of the help file, which will take you through a step by step method of setting up HelpMaster Pro.

HelpMaster Pro has been developed to use Outlook and PRD Software only recommends all users of HelpMaster Pro to use Outlook for there emailing service.

Working with Jobs

Yes, you can. When logging a job, you have the choice of assigning it to a skillgroup instead of a staff member. In turn, that skillgroup needs to assign the job to a member of their team before it can be worked on.

Yes, you can link a job to a site or company, but you still need to have an associated person of that site or company attached to the job.

Yes, once a job is closed It still remains in the database and is recognized by HelpMaster Pro. All that is needed to re-open the job is to assign it to a staff member and change its job status to "Open"

Yes, by using the System Codes feature, you can create any number of job statuses to be used in association with your jobs, including putting jobs "on hold".

Yes, to save time and maximize workflow, any number of jobs can be selected at the same time and an action added to them all.

If you want to re-assign jobs from one person to another, it is a simple matter of selecting the desired jobs from the person’s job queue and using the "Re-assign" template to move them to the destination job queue.

An "Action Summary" is set in the system codes screen, and describes the purpose of the action, whether it be an email, phone call, personal visit or an automated response. They can also be used to identify and track workflow by using different "Action Summary’s" when jobs are re-assigned and forwarded.

Every time a job is worked on, the amount of time spent is recorded automatically. Therefore, if you have a helpdesk that charges by time periods, the cost of how long a job is open can be easily calculated. They can also be used for tracking the cost of entire job lifecycles.

If you know the job number, it can be entered into the "Quick Job Finder" box located on the toolbar, and the job screen will be opened straight away. Alternatively, the Job Finder allows you to filter through the jobs using the information you know about the job, to retrieve the appropriate job.

The Best way to log a new job is through the "New Job" icon located on the toolbar. By using previously created templates, common jobs can be processed quickly and efficiently.

Web Access

You can use HelpMaster Pro over the internet from a client (End User) and staff perspective. This is done through the Client Access Module and the Staff Support Module. (SSM only available in v7.5)

The HelpMaster Pro Web Modules have been designed to work with Microsoft© Internet Explorer, and is recommended to be on that program. The Web Modules will work with other web browsers, including Netscape, Firefox, Deepnet and others, but some functionality may be lost with these.