Better customer support
The desktop edition of HelpMaster is the core application of the HelpMaster suite. The desktop edition is a Windows based application that provides total help desk management and allows you to congfigure the other helpdesk modules.
HelpMaster can be configured for:
- IT Help desk management
- Call logging and ticketing
- Advanced workflow processing
- Incident management
- Problem management
- Change management
- Complaints handling
- Facilities maintenance and regulatory compliance
The desktop edition of HelpMaster allows system administrators to configure skillgroups, assign staff to those skillgroups and then create powerful workflow templates to manage the complete lifecycle of a job from start to finish.
A rich entity linking model
Everythink links in HelpMaster! Using a powerful drag 'n drop linking model, you can fully map out your organization's helpdesk workflow. Create links between people, staff, assets (CIs), organizations, service tickets, knowledge base article and more.
Helpdesk technicians can belong to multiple skillgroups
HelpMaster supports to concept that staff (helpdesk technicians) can belong to more than one skillgroup (a grouping of staff). Jobs can be assigned directly to a skillgroup for "bucket" appoach, or to a staff / skillgroup combination for specific job allocation.
Using this model of job ownership and assignment, HelpMaster makes it easy to visualize your workload. Furthermore, using the Priority Manager module, you can create powerful escalation and SLA rules.