Helpdesk software features

Incident Management

Incident management is the core element of successful helpdesk and service desk functions.  Log incidents quickly and accurately via powerful job templates.  Each incident is allocated a unique number which can then be emailled to staff and clients.

Problem Management

Problem management is about understanding why your incidents are occuring.  Incidents can be linked to problem with a simple drag 'n drop interface.  The built-in knowledge base can then be searched for known resolutions.

Knowledge Management

The knowledge base is a powerful HTML catalog of issues, work-arounds and other information that you need to store, publish and refer to.  Knowledge base articles can be published to the web for efficient client self-service.

Service Level Agreements

Asset / CI Management

Link assets to clients, sites, jobs and knowledge base articles or even to other asset.  Track financial, warranty and depreciation details.  Assets build up a "helpdesk history" whenever they are linked to a job.

Web-based client self-service

Dramatically reduce calls to your helpdesk by letting your clients help themself via your support web portal.  Clients can log jobs, browse knowledge base article, and update personal details.  .NET and AJAX technology for a sweet ride.

Email Response Management

Automatically convert incoming support email into helpdesk jobs with intelligent email scanning profiles.  Clients receive a near-instant response when they email your helpdesk and staff don't waste time cutting and pasting content into a call logging system.

Reports

Helpdesk reporting is key to achieving operational excellence.  HelpMaster ships with over 140 different reports to address detail, statistical, trend and drill through reporting.  Crystal Reports 2008.