Help desk software features at a glance

HelpMaster has a rich feature set that has been developed by years of community feedback and design. Download a trial copy today so that you can configure HelpMaster to work in your organization for the following areas:

helpdesk software incident management

Incident Management

Log jobs quickly and easily via poweful job templates
Automatic ticket number generation
Notify clients and staff by email whenever an action is taken
Add file attachments, keywords or a photo to any helpdesk job
Access client or site call histories instantly
Track time, cost, cost codes for each action taken

helpdesk software problem management

Problem Management

Search the knowledge base for resolutions to known problems
When a job is open, search for similar jobs
When a job is open, search the knowledge base for articles with the same issue
Use reports to identify common problems
Link problems to incidents
Search the knowledge base for likely solutions to issues

helpdesk software knowledge management

Knowledge Management

Built-in HTML knowledge base
Full text searching keyword searching option
Integration with helpdesk jobs for faster job resolution
Articles can link to other relevant articles
Knowledge Base articles have a voting system for both staff and on-line viewers
Knowledge base articles can be published to the web for client self-service

helpdesk software service level agreements

Service Level Agreements

Build custom escalation rules
Schedule the frequency of reoccuring escalation rules. Eg. Email every 2 hours after a job is overdue etc.
Build rules to automatically reclassify job codes according to organizational requirements
Increase / decrease the priority level of particular jobs
Re-assign jobs based on staff performance
Configure rules on only operation with "Office Time"

helpdesk software asset ci management

Asset / CI Management

Comprehensive asset information can be stored
Record complete service histories of each asset
Customize what asset information you need to track
Link assets to clients, helpdesk jobs and other assets
Automatically links assets to incidents or problems based on client
Track financial, warranty and depreciation details

helpdesk software web self service

Web-based client self-service

Provide 24 x 7 support to your clients
Clients can log their own jobs, search the knowledge base & even close their own jobs
Staff can access their job queues from anywhere via a web browser
Client web interactivity is moderated via use of templates
Uses AJAX controls for speed and "Desktop" performance
Customize your web interface with your own company logo

helpdesk software email response management

Email Response Management

Automatically convert incoming support email into helpdesk jobs
Automatically update existing helpdesk jobs with incoming email details
Set "black-lists" to stop spam or other unwanted mail from being logged
Create rules to filter incoming email
Post-processing of email options include Move, Delete, Mark as read, Flag
Automatically email appropriate knowledge base articles

helpdesk software management reports

Reports

Over 140 management reports
Detail reports, statistical reports, trend reports, drill-through reports
Many reports contain graphs, charts or cross-tab objects
Reports can be customized with Crystal Reports
Custom reports
Export reports to Excel, text, database, .pdf and many other formats

helpdesk software text shortcuts

Text and formatting capabilities

Spell checking and thesaurus for all text fields (MS Office users only)s
HTML text
User preferences for text size, font, color
Auto text for commonly used acronymns and shortcuts
Field chooser to display different text files in every list
Dynamic edit and popup menus make text manipulation easy and fast