37 Essential Helpdesk Functions

1. Call logging and ticketing, including incident and problem management
2. Classification and "Undefined" classifications
3. Prioritization and auto-prioritization of helpdesk tickets
4. Call Status classification and lifecycle
5. Assignment - Personal and Skillgroup
6. Email notification for staff, clients and others
7. Complete history log, action log and audit log
8. Full time tracking including multi-timezone + daylight savings time aware
9. Business hours time tracking
10. Complete end-to-end workflow
11. "Stop the clock" for job status
12. Custom field definition and creation
13. Template based design for tickets, updates and email
14. Messaging and communication - Windows, Web, Job Monitor
15. Time, expenses and billing support
16. Email to Ticket conversion - you won't find better
17. Drag email onto ticket to create new jobs, or updates
18. Web based self service for clients and customers
19. Knowledge base for staff and clients
20. Satisfaction feedback surveys for jobs and knowledge base
21. Client database
22. Site database
23. Asset database
24. Reports and custom reports
25. Queue Management
26. Custom queues - full drag 'n drop
27. Bulk action processing
28. Skillgroup grouping and workload balancing
29. Role based security for jobs and application.  Granular security detail
30. Helpdesk history search
31. Job finder + Full Text searching with spell check and hit highlight
32. Escalation + custom business rules
33. Service Level Agreements
34. Active Directory integration + single sign-on
35. Template manager, user subscriptions and centralized administration
36. Password reset
37. Data Import
38. Recurring event management
39. API Integration + Custom AddIn architecture

 

13 Business Processes

1. IT Helpdesk
2. General helpdesk
3. Complaints Management
4. Facilities Management
5. General business and Small Business Software
6. Software bug tracking
7. Sales tracking
8. Customer Relationship Management
9. Membership processing
10. Request Fulfillment
11. Asset tracking and booking
12. Event Management
13. Knowledge Management

 

12 Technical Proficiencies

1. Windows + Web
2. Microsoft SQL Server database
3. Best in class components for reports, controls and web
4. Drag 'n drop supported throughout product, including web
5. Direct integration with Microsoft Exchange and Outlook
6. Imports from Microsoft Word
7. Microsoft Certified company and product
8. Crystal Reports for reporting
9. Native .Net Active Directory Integration
10. Full Microsoft .Net development platform and API
11. 100% in-house developed code - no outsourcing here!
12. Multi-threaded code for speed and to leverage multi-core machine processing

 

12 Awesome reasons

1. HelpMaster is fast, flexible, and has a mature feature set
2. Actively developed with regular feature releases throughout the year
3. Windows + Web deployment - dual interfaces give choice and flexibility
4. Visual workflow designer
5. On-line reports swap-shop
6. Terrific bang-for-buck hepldesk features.  Great TCO and ROI.
7. Installs and is configured in hours/days, not weeks or months
8. Professional Services available
9. Remote upgrades, training and support available
10. World-wide community
11. 17 years experience in writing helpdesk software and supporting the services industry
12. We love helpdesk software.  About PRD Software

 

Worldwide Clients

• See Worldwide Clients

 

The X Factor

• You decide....

 

More qualifications are on the way.  See Roadmap