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Practical tips and information about running an efficient service desk. News and information about HelpMaster, PRD Software and the ITSM industry.
HelpMaster helpdesk software qualifications
On September 3, 2012 in
HelpMaster
by
HelpMaster Administrator
37 Essential Helpdesk Functions
Call logging and ticketing, including incident and problem management
Classification and "Undefined" classifications
Prioritization and auto-prioritization of helpdesk tickets
Call Status classification and lifecycle
Assignment - Personal and Skillgroup
Email notification for staff, clients and others
Complete history log, action log and audit log
Full time tracking including multi-timezone + daylight savings time aware
Business hours time tracking
Complete end-to-end workflow
"Stop the clock" for job status
Custom field definition and creation
Template based design for tickets, updates and email
Messaging and communication - Windows, Web, Job Monitor
Time, expenses and billing support
Email to Ticket conversion
- you won't find better
Drag email onto ticket to create new jobs, or updates
Web based self service for clients and customers
Knowledge base for staff and clients
Satisfaction feedback surveys for jobs and knowledge base
Client database
Site database
Asset database
Reports and custom reports
Queue Management
Custom queues - full drag 'n drop
Bulk action processing
Skillgroup grouping and workload balancing
Role based security for jobs and application. Granular security detail
Helpdesk history search
Job finder + Full Text searching with spell check and hit highlight
Escalation + custom business rules
Service Level Agreements
Active Directory integration + single sign-on
Template manager, user subscriptions and centralized administration
Password reset
Data Import
Recurring event management
API Integration + Custom AddIn architecture
13 Business Processes
IT Helpdesk
General helpdesk
Complaints Management
Facilities Management
General business and
Small Business Software
Software bug tracking
Sales tracking
Customer Relationship Management
Membership processing
Request Fulfillment
Asset tracking and booking
Event Management
Knowledge Management
12 Technical Proficiencies
Windows + Web
Microsoft SQL Server database
Best in class components for reports, controls and web
Drag 'n drop supported throughout product, including web
Direct integration with Microsoft Exchange and Outlook
Imports from Microsoft Word
Microsoft Certified company and product
Crystal Reports for reporting
Native .Net Active Directory Integration
Full Microsoft .Net development platform and API
100% in-house developed code - no outsourcing here!
Multi-threaded code for speed and to leverage multi-core machine processing
12 Awesome reasons
HelpMaster is fast, flexible, and has a mature feature set
Actively developed with regular feature releases throughout the year
Windows + Web deployment - dual interfaces give choice and flexibility
Visual workflow designer
On-line reports swap-shop
Terrific bang-for-buck hepldesk features. Great TCO and ROI.
Installs and is configured in hours/days, not weeks or months
Professional Services available
Remote upgrades, training and support available
World-wide community
17 years experience in writing helpdesk software and supporting the services industry
We love helpdesk software.
About PRD Software
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