HelpMaster Desktop and Web Portal for Staff (agents)

The HelpMaster desktop and web portal for staff are licenced differently.

The Desktop edition is licensed on a concurrent user basis.  This means that you can install HelpMaster desktop on as many computers as you like, as long as the total number of people using HelpMaster at the same time does not exceed the number of licenses that you have purchased. 

For example, if you purchase 3 licenses, this means that you can have 3 helpdesk staff using HelpMaster at the same time.  If a 4th person tries to logon while all 3 licenses are in use, they will be denied.  If then, one of the 3 currently logged on staff members closes HelpMaster, or logs off, then their license will be freed-up and the other person can then log on.

The Web Portal is licenses on a named-user basis.  This means that each staff member (agent) using the web portal will need to be granted a web license in order to logon.  Licenses can be transferred to other staff members as required, however the total number of allocated licenses cannot exceed the total number of licenses purchased.

HelpMaster Client Self-service web portal

Clients (non-staff, or external clients) can be permitted access to the helpdesk through the HelpMaster self-service web portal.

A client is typically the person that your helpdesk provides services/support to.  A client is the person that creates/logs a new support ticket with your organization for your Staff members (or agents) to action.

Each client with access is allocated a CAL (client access license) when they are authorized by the administrator, or when they self register. Of course, when a client leaves, or no longer requires access, the CAL is free to be reused.


Other HelpMaster Modules

Other HelpMaster modules such as the Email Manager, Priority Manager, Active Directory, Job Monitor, Automation Service etc. are not subject to any licensing.  They are simply modules that perform work without consuming a concurrent staff license. 


SQL Server licenses

 HelpMaster uses SQL Server 2012 or higher as the database platform.  SQL Server licenses are not provided with HelpMaster.  This means that you will need to own SQL Server, or use the free SQL Server express version to host your HelpMaster database.

For details on SQL licensing, please visit Microsoft at

Concurrent licensing?

"....The licensing model also deserves mention. HelpMaster's concurrent licensing model [desktop edition] means we pay for what we use, not for what we could potentially use, but never do. Finally, a software vendor that understands its customers’ needs.

Keep up the great work PRD!"

Chris Deegan
IT Manager
Rutledge Engineering

Not sure?

If you have any questions about the licencing model for HelpMaster, please contact PRD Software.

how to evaluate help desk software