HelpMaster has been designed to streamline your helpdesk and service management initiatives and improve overall business efficiency. It does this by allowing you to support your different clients in different ways, and build workflow patterns based on the needs of your business. Whether you need a corporate knowledge-base system, an email response management system, or a comprehensive and flexible call logging system,
HelpMaster delivers a complete package of helpdesk tools in one integrated suite that is affordable for small to mid-sized businesses, yet powerful enough to scale to the most demanding enterprise level service desk operations.
What makes HelpMaster unique?
HelpMaster is the only helpdesk software available that utilises a 3-tier template system that allows the helpdesk to create customized workflows that incorporate Jobs (incidents), with Actions (tasks) and Outgoing correspondence, or email. By using this powerful template system, you can configure HelpMaster to manage all of your helpdesk and support needs.
With this amount of flexibility, helpdesks and support centres around the world are using HelpMaster in the following applications
- IT helpdesk support
- Service desk ticketing system
- Facilities management
- Complaints management
- Software bug tracking
- Customer relationship managment CRM
- General business tasking and workflow
Automate business processes and workflow
Use the template system of HelpMaster to create units of work and then link them together to create workflows. Once this is done, staff and clients only have to use the existing workflow structures that have been designed and created to perform their daily tasks. Helpdesk jobs can be logged in a standard and consistent manner. The workflow patterns you create can also be used by the automation processes that HelpMaster contains. Automatically convert email into service tickets via pre-made job templates, escalate overdue jobs via pre-made action templates and send email to clients, staff and managers via email templates.
The flexibility of HelpMaster is one of its core strengths. HelpMaster gives you the tools to map your business processes into the software.
One products to cover desktop, web and server
HelpMaster is sold as a complete helpdesk software solution. Out of the box you get a rich and powerful Windows desktop application that your staff and helpdesk operators can use. You also get a fully functional web interface that both staff and clients can log into. This is perfect for remote staff, or for technicians out in the field. The web interface also allows your clients and customers to log in for self-service. They can log their own jobs, browse knowledge base content, and keep their details up to date.
At the back-end, the HelpMaster services provide powerful automation functionality to do the following
- Automatically synchonrize your Active Directory user accounts with HelpMaster clients
- Escalate overdue jobs and enforce any business rules that you configure with the Priority Manager
- Automatically convert incoming email into helpdesk tickets
Microsoft tools and technology
The entire HelpMaster application suite has been developed and written in Microsoft develop tools, targetting the Microsoft platform. HelpMaster code is not watered down to work across every platform. It's specificially designed and optimized to perform on Microsoft technology. This has allowed HelpMaster to achieve Microsoft Windows certification. To you, this means you get a product that is stable, fast and conforms to the Microsoft Windows development and deployment guidelines.
