Features at a glance

Incident Management

• Log jobs quickly and easily via poweful job templates
• Automatic ticket number generation
• Notify clients and staff by email whenever an action is taken
• Add file attachments, keywords or a photo to any helpdesk job. Great for storing screenshots of errors!
• View your own jobs, other staff jobs or jobs by skill group
• Access client or site call histories instantly
• Link helpdesk jobs to one or more clients, assets, or other helpdesk jobs
• Track time, cost, cost codes for each action taken
• Set alerts for specific clients that contact your help desk
• Track the entire life cycle of a call
• View staff schedules and availability

Problem Resolution

• Search the knowledge base for resolutions to known problems
• When a job is open, search for similar jobs
• When a job is open, search the knowledge base for articles with the same issue
• Track the complete service history of assets
• Use reports to identify common problems

Automatic escalation / service level agreement (SLA) management

• Build custom escalation rules
• Schedule the frequency of reoccuring escalation rules. Eg. Email every 2 hours after a job is overdue etc.
• Build rules to automatically reclassify job codes according to organizational requirements
• Increase / decrease the priority level of particular jobs
• Re-assign jobs based on staff performance
• Custom SQL feature for comprehensive SLA management

Automatic notification of events

Whenever any action is performed on any job, you have the option of sending a fully-personalized email to the following parties:

• the newly assigned staff member
• the previously assigned staff member
• the primary client
• all clients
• any other recipient(s) you choose
• pre-defined groups of people or email addresses

This powerful feature of HelpMaster Pro will keep everyone involved in a job informed at every step of the job lifecycle.

Knowledge Management

• Built-in HTML knowledge base
• Full text searching + keyword searching options
• Integration with helpdesk jobs for faster job resolution
• Articles can link to other relevant articles
• Knowledge Base articles have a voting system for both staff and on-line viewers
• Knowledge base articles can be published to the web for client self-service
• Spelling checker and Thesaurus available

Contact Management

• Comprehensive contact information can be recorded
• Store any number of addresses, phone numbers, emails, or websites
• Customize what information you need to track
• Link any number of assets to a contact
• Link contacts to a site
• Individual contact addresses can inherit from the site they belong to
• Set a contact to be the primary contact for a site

Asset Management

• Comprehensive asset information can be stored
• Record complete service histories of each asset
• Customize what asset information you need to track
• Link assets to clients, helpdesk jobs and other assets

Web Interface

• Provide 24 x 7 support to your clients!
• Clients can log their own jobs, search the knowledge base & even close their own jobs!
• Staff can access their job queues from anywhere via a web browser

Email Response Management

• Automatically convert incoming support email into helpdesk jobs
• Automatically update existing helpdesk jobs with incoming email details
• Set "black-lists" to stop spam or other unwanted mail from being logged
• Create rules to filter incoming email
• Post-processing of email options include Move, Delete, Mark as read, Flag

Reports

• Over 140 management reports
• Detail reports, statistical reports, trend reports, drill-through reports
• Many reports contain graphs, charts or cross-tab objects
• Reports can be customized with Crystal Reports
• Custom reports
• Export reports to Excel, text, database, .pdf and many other formats