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Standard
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Enterprise
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Convert email into helpdesk tickets with the powerful Email Manager. Create escalations and service level agreements with the Priority Manager and synchronize Active Directory users with HelpMaster clients. |
The ultimate service management experience. Includes full access to all modules and features as well as the powerful developer API and custom AddIn manager. |
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HelpMaster has been designed to use a Microsoft SQL Server 2005 or 2008 database. This enterprise database from Microsoft offers the absolute best in data integrity, performance and scalability.
SQL Server licences are not included in the price of HelpMaster - these must be purchased from Microsoft. Remember that you can always use the free SQL Server Express edition.
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SQL Server Express, 2005, 2008, 2012, 2014
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SQL Server Express, 2005, 2008, 2012,2014 |
Database size limit |
Unlimited |
Unlimited |
Full text searching |
Only if installed |
Only if installed |
Database management tools |
Only if installed |
Only if installed |
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The database and reports wizard allows you to create, update and administer your HelpMaster database and reports. Use this to configure full-text searching, deploy reports and more.
Learn more about the Database and Reports Wizard
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Create and update HelpMaster databases |
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Backup and restore databases |
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Deploy and manage reports |
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The desktop edition is the core product in the HelpMaster suite. Features full job / call logging and workflow as well as template manager, knowledge base, asset register, job queue, helpdesk explorer, system codes, custom fields and more. Create ITIL-aligned workflow for incident, problem and change management. Contains 130+ Crystal Reports as standard.
Learn more about HelpMaster Desktop
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ITIL-aligned workflow for incident, problem and change management |
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Create job, action and email templates for powerful workflow |
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Send HTML email |
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Asset register |
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Knowledge base |
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Define client / site relationships |
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Import |
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Purge Data |
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Attachments administration |
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Client Merge |
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Custom reports |
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Custom .dll plug-in architechure |
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Billing and invoicing |
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HelpMaster for the web. Allow both staff (technicians) and clients to access the web version of HelpMaster. The Web Interface contains everything you need to log, update and work with jobs. Staff can view and update their job queue, and clients can logon to create and update their jobs, as well as accessing the on-line knowledge base.
Learn more about the HelpMaster Web Interface
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Staff can view, update and log jobs |
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Staff can view and update knowledge base articles |
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Staff helpdesk explorer (same as desktop) |
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Log, update and send email via templates |
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Asset register |
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Web based helpdesk for your clients. Dramatically reduce calls to your helpdesk. Allow your clients to create and update their own jobs. Clients can also browse the on-line knowledge base and update their personal details.
Learn more about HelpMaster Web self-service
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Clients can view, log and update jobs |
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Clients can view web-enabled knowledge base articles |
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Clients can update their personal details |
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Clients can view / update jobs for their peers |
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The job monitor keeps an eye on your job queue, even if you're not logged onto HelpMaster. When a change in your job queue occurs, the Job Monitor will notify you.
Learn more about the HelpMaster Job Monitor
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Monitor personal job queues for each skillgroup |
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Sound and pop-up alert notice for queue change |
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A powerful email automation tool. Convert incoming email into helpdesk tickets. Log, respond and completely manage the email flow of your helpdesk. Provides a high level of client satisfaction, instant response and staff notification. Fantastic ROI.
Learn more about the HelpMaster Email Manager
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Email Manager profiles |
5 |
Unlimited |
Number of inboxes to scan |
1 |
Unlimited |
Create custom filters for incoming email |
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Automatically process email attachments |
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Scan Exchange, Lotus Notes, Groupwise, Outlook, Hotmail, POP etc. |
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Parse email content for values and store in variable to use in job update |
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Never miss another service level agreement (SLA). Define powerful and flexible workflow rules and let the Priority Manager do the rest. It will escalation,notify and process the job queues of your helpdesk.
More than just an SLA tool, the Priority Manager will become an invaluable tool in managing many aspects of your workflow.
Learn more about the HelpMaster Priority Manager
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Priority Manager profiles |
5 |
Unlimited |
Create custom SQL workflow scan |
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Escalate overdue jobs |
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Re-assign overdue jobs |
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Email both client and staff upon a breach |
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Synchronize client data from your Microsoft Active Directory with your HelpMaster database. Create or update a client in AD and have it automatically be created or updated in your helpdesk database.
Also provides automatic login for both the desktop and web interfaces. If you're already logged into Windows, you'll never see a logon screen for HelpMaster.
Learn more about HelpMaster Active Directory
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Number of Active Directory profiles |
1 |
Unlimited |
Automatic logon for desktop + web once authenticated via Windows |
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Synchronize client data from Active Directory |
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Create new, update existing or remove deleted users |
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Develop your own HelpMaster integration with the API (application programming interface).
Learn more about the HelpMaster API
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Log jobs |
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Update jobs, close, modify etc |
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Create, update actions |
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Custom .dll plug-in architechure |
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Tech Support and Upgrade Assurance |
See Annual Maintenance Subscription |
See Annual Maintenance Subscription |
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