The desktop edition of HelpMaster is a Windows based application that provides total helpdesk management.  It is the core application that the other HelpMaster modules work with to provide a complete helpdesk management suite.

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.

Key features

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.