Practical tips and information about running an efficient service desk. News and information about HelpMaster, PRD Software and the ITSM industry.
When it comes to support ticketing, almost all customer support, regardless of industry revolves around a few basic concepts.
This HelpMaster workflow pattern can be used in any support environment and is easily modified.
ITIL v4 introduces the Service Value System, Service Value Chain and Service Value Streams. Learn what these mean via an employee on-boarding workflow
Customer support can be a bit like a game of helpdesk tennis. It's either your turn, or it's theirs. Here's some tips on how to win the point.
A web client self-service portal is not longer just for the IT help-desk or purely in the realm of ITSM. A business portal can be used to log and track requests for IT, HR, Facilities Management, Legal, Policy and more.
Learn the basic objects that HelpMaster uses to build a flexible and power web request portal.
Practical ways to improve the quality of your service-desk email communication
HelpMaster has a lot of functionality. Most of it is immediately visible and obvious, however some features are a little more subtle, particularly some of the internet related ones.
In this second part of the report creation series we have a look at using Microsoft Excel as the reporting tool to build pivot-table helpdesk dashboards. For the first part in this reporting series, see http://www.helpmasterpro.com/community/blogs/entryid/49/creating-custom-reports-in-helpmaster-pro-part-1.aspx
Avoid the pitfalls and heart-ache of a botched ITSM software upgrade by utilizing some basic principles of regression testing the latest release of your helpdesk software.
What is regression testing?
One of the best new features of HelpMaster v11 is the powerful AddIn manager. Using the AddIn manager, developers can create custom plug-in's that extend the functionality of HelpMaster. Here's an example of how a plug in was created to use www.nicereply.com. Taken from the HelpMaster helpfile.