We have really enjoyed working with PRD software, [HelpMaster] is easy to use, and we have always found PRD to be responsive
to our needs and requests.
I spent about two weeks testing the following systems.
This was 2 weeks collectively as I quickly got rid of most of them. I found that the web-based systems (zendesk,
spiceworks, etc) offered no direct control over what we wanted and were piecemeal in what they had to offer. Conversely,
systems like Remedy and LANDesk, while more well-known in the industry suffered from a high learning curve to setup
and administer which would, in my opinion, confuse and frustrate the end-user. I settled on HelpMaster Pro which
I tested extensively for about two months and found that it had the flexibility we needed in order to customize it
for our business, could be deployed as a web-app for end-users with an easy and intuitive interface (which itself
could easily be modified to further suit our needs through API plug-in) as well as a desktop app for power-users
in PCLAN. It provided all of the controls that I felt were needed in a replacement help desk system from Asset tracking
to Workflow setup to E-Mail Ticket Generation.
Our fast paced IT helpdesk environment requires a sleek, easy to setup/maintain helpdesk system and HelpMaster has never
let us down. Our company has been using the application for over 4 years and as it has matured and grown so
has out IT support and infrastructure.
The flexibility of the application is second to none and the foundation for this success is their support.
So many applications offer flexibility without the foresight of supporting users through their customisations.
PRD have always responded promptly to requests for assistance in all areas including your custom changes which makes
them a rare breed in the software vendor market. This professional outfit has fantastic documentation, online
help, and direct support that surpass expectation. Before moving on to just how fantastic HelpMaster is I can’t
stress the importance of customer service and support from you helpdesk software vendor. This is difficult
to ascertain prior to purchase but I recommend looking at online testimonials available for PRD, you will find plenty
of comments backing up our experience.
If you came to work and the boss said I’m increasing your support base by 400%, giving you no extra
staff and expect better customer service, most people would just laugh and start looking for a new job! In
the 4 years we have been using HelpMaster that is exactly what we achieved. Every time I tell people this they
immediately respond with “Yeah but I’m sure that’s not just because of HelpMaster” and they
couldn’t be more wrong. HelpMaster has enabled us to transform into a productive, proactive and efficient
team enabling business growth without extra staff. This was recognised by other departments and resulted in
the implementation of HelpMaster into business areas managing Property/Facilities, Asset and Logistics and Fleet
vehicles. The reason HelpMaster should be on the top of your list is that you can achieve exactly the same
but do it your way. No business is the same so PRD developed a stable method for customers to create workflows,
SLA’s and other modifications easily. This means that the people with the business knowledge have the
power to make the system increase productivity by overcoming your unique issues rather than forcing business changes
to suit an inflexible alternative.
Our company operates in the non for profit sector and this means that reducing costs and improving productivity
results in positive changes being made in the community that were otherwise unaffordable. Apart from the obvious
saving in reduced staff numbers the concurrent user licensing model illustrates how “in touch” PRD are
with their customers. I mean fancy paying for what you need rather than what you might one day use. The
licensing model is then topped with reasonably priced per user licences or bundled packs for even more discount.
These simple, customer focused decisions mean PRD have enable us to provide a great deal to the community that would
be otherwise impossible and they should be commended for it.
If you’re not convinced yet I recommend downloading the application and using it. The trial is
the real deal so you can set it up and get cracking as though you just bought it. This really is a business
changing application that is stable, easily customisable, properly supported and competitively priced. After
reading this you probably think I work for them but if you want to chat further please contact PRD software who can
put you in touch with me. I’m happy to chat to anyone who wants to know more about how it changed the
I would just like to say thank you for the call yesterday.
It came as a great surprise, as I was puzzling over
a problem with HMPv11, and low and behold I get a call from PRD.....brilliant.
Also it the dawned on me that
it was nearly midnight in Sydney and you were still at work!!!!!!!!
Really looking forward to meeting you on
your European tour.
Thank you for the demonstration! Your product is really very powerful!
Thomas - Comment following an on-line demonstration
Was your issue resolved?: Completely resolved
How responsive was the support?: 10
were you with the result: 10
Comments: Excellent support from you guys.
Have something to say?
Send us your feedback and tell us how we're doing. We are always looking for positive comments that we can display here on our website. If HelpMaster makes your job easier, you appreciate a particular feature or module, or you have received great product support, let us know.
We are also looking to do some case studies, and in-depth HelpMaster implementation studies. Contact us if you're interested.
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"We've been encouraging people to email their requests rather than phoning them in. In 2004 about 5% of requests were email. Now email requests make up just over 40% of total requests....
[The HelpMaster] Email Manager was introduced to log new jobs and update existing jobs automatically. This is doing the work of an extra staff member."