Go way beyond basic help desk ticketing

The basic function of all help desk software is the ticketing system where the initial logging, classifying, assignment and documentation takes place.  HelpMaster has all the features to assist your team to log, track and manage all calls and support operations, and a whole lot more for when you're ready to move into process and workflow.

Logging new tickets is fast and simple, with a modern, intuitive drag 'n drop interface and many time-saving features to get your work done.

help desk ticket managment

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Help desk ticketing features include

  • Fast logging with templates
  • Job classification
  • Ticket linking - Parent and child jobs
  • Link multiple clients, assets
  • Assign and re-assign
  • Full text searching
  • Create custom job queues
  • .PDF attachment preview
  • Visual time-line
  • "Stop the clock" functionality
  • Full audit history for all changes
  • Hierarchical issue categorization
  • Job summary text
  • Option to use "Undefined" system codes
  • All dates and times are timezone aware
  • Hide tickets from the web / users
  • Auto-suggest appropriate knowledge base article
  • Create client alerts for VIPs
  • Client picture is displayed for updates
  • Quick help desk history for client, site, asset
  • Drag 'n drop linking for all entities
  • Hundreds of reports available
  • Build customer feedback surveys
  • Access help desk jobs via the web
  • Customize content with custom fields
  • Import tickets from other systems
  • Action / update multiple tickets at the same time
  • Link knowledge base articles to tickets
  • Sort, group and colour tickets
  • Drag 'n drop from email to log
  • Create "Saved searches" for quick lookup
  • Quick-pick customer selection
  • Full screen text entry and viewing
  • Quick knowledge base lookup
  • Action templates for quick updates
  • Print preview and quick reports
  • Age of ticket is calculated in office time
  • Fast ticket look-up
  • Overdue dates are clearly displayed
  • Validate text custom fields via regular expressions
  • Easy access "History" button to retrieve recently viewed tickets
  • Use Job Finder to search for tickets
  • Automation to create new tickets on a regular basis
  • HTML email notifications to staff and customers
  • Automatic notification to agents for updates, modifications and queue changes
  • Create workflow for individual ticket types
  • Escalate and automate
  • Update tickets via email
  • Fast text, auto-correct, spell check
  • Customizable field chooser
  • Drag 'n drop attachments
  • Sync reminders with Outlook
  • Belong to multiple skill-groups
  • Customizable audit log
  • Time tracking and billing
  • Flag jobs with colour-codes
  • Automatic notification for ticket updates
  • Export tickets quickly to Excel
  • Assign to specific staff members, or skill-groups
  • Use workflow to define a process
  • Help desk history is one click away
  • Link assets and equipment to tickets
  • Context notification panel display context information
  • Create "Private" updates and notes
  • Full template statistic usage is captured and displayed

Windows and Web help desk software

help desk ticket management

 

Call logging is just the beginning!

Of course, logging a new ticket is only just the beginning.  Once a ticket has been logged, it then becomes part of your process life-cycle.  This is where concepts like Workflow, Notification, Escalation, Queue Management and other service management concepts come into play.

HelpMaster will scale with your business requirements and needs.  As your teams grows, and your processes mature, HelpMaster provides the features and functions to grow with you.

 

Check out these other features

Helpdesk Ticketing

Log and track anything! Great for general business "to do" lists, project management, queue management and staff workload balancing

Time tracking, Costs and Billing

Capture, classify and respond to feedback, complaints and other input from your staff, clients and partners

Communication and Notification

Schools, Offices, Hospitals, Strata and real-estate, Parks and gardens, Factories, and general building maintenance

Service desk automation

Provide a web portal for reporting accidents, incidents and near-misses. Build workflow to ensure your processes are being followed correctly

Email to ticket conversion

Configure process and workflow for new starters, terminations, salary information, leave requests, allowance requests and more

Escalation and Service Level Agreements

Get to know your customers. Capture information, send email, track with workflow and sales processes

Process Workflow Templates

Configure powerful workflow and processes using an intuitive workflow designer. Drag 'n drop. No coding required

Helpdesk reporting

Get the statistics, the metrics and the reports you need.

Queue Management

Log and track anything! Great for general business "to do" lists, project management, queue management and staff workload balancing

Active Directory Integration

Synchronize user account and provide a single-sign-on experience

Knowledge Base

Log and track anything! Great for general business "to do" lists, project management, queue management and staff workload balancing

Web Self-Service and Request Portal

Log and track anything! Great for general business "to do" lists, project management, queue management and staff workload balancing

Developer API

For the geeks. Calling developers and system integrators. Use the HelpMaster API to create custom solutions and integrations

How does HelpMaster stack up?

I spent about two weeks testing the following systems.  Zendesk, LANDesk, FreshDesk, SYSAID, Spiceworks, Helpdeskpilot, Samange, ManageEngine, Remedy..and settled on HelpMaster which I tested extensively...

Damien Wing

Systems Administrator - Patelco