ITSM Software

IT Help desk Software

Support your team and your customers

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Help for the Help desk

HelpMaster was built for the IT help desk!

The IT help desk is a busy place to work.  Incoming calls, emails, personal visits and web requests all need to be handled quickly and effectively, without dropping the ball.  One of the challenges of an IT help-desk is ensure that everything is correctly logged, assigned and tracked, and that your users get the support they need to do their work.

Better ticket management, means happier customers and clients.

HelpMaster offers the comprehensive features for the IT helpdesk that will deliver great results throughout the entire life-cycle of the support request.

  • Quick call logging via pre-made ticket templates
  • Link multiple people, places and things to each help desk ticket that is logged
  • Fast classification system
  • Auto-assign algorithms so that each job can be assigned to the correctly person every time
  • Intelligent automation for enforcing business rules
  • Best practice helpdesk and ITSM workflow
  • Codeless configuration for all aspects of the workflow and system codes
  • Powerful reporting options, including PowerBI

 

help desk incident management

Queue Management

Flexible queue routing and assignment algorithms.  Configure for Individual staff queues, skill-groups, custom queues and more

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Client Self-help

Reduce phone calls and email. Let your clients log their own support tickets and browse the knowledge base via a slick web-portal.

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Knowledge Base

Maintain a knowledge base for staff and customers.  Integrate into the workflow and monitor for usage, feedback and content relevancy.

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Help desk Reports

Hundreds of reports to give you the statistics you need. Powerful SQL Server database, Crystal Reports, PowerBI and fully documented database dictionary.

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Incident Management

Log, classify, prioritize, assign and resolve incidents quickly via the use of quick-log templates and powerful workflow patterns

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Problem Management

Log, track and manage the underlying problems that are causing the incidents. Link related records together and resolve via the use of the knowledge base

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Change Management

Plan, track, approve and implement changes within your infrastructure according to best-practice change workflows

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Request Fulfillment

Allow your users to request support, services, items and provide feedback via a slick web-portal

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Active Directory

Seamless integration with Active Directory for user synchronization, single sign in and password reset. Set-and-forget profile-based updates.

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Escalation and Alerts

Configure business rules to alert and notify staff, clients and vendors.  Build triggers to automatically fire when system events and SLA breaches occur.

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Advanced Workflow

Build flexible workflow for business processes. Automate tasks with field-based decisions, PowerShell scripts, control-set validation and a whole lot more.

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Email to Ticket

Automatically convert incoming email into support tickets and other jobs.  Parse content and respond with email-based commands.

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The search for IT Help desk support software...

Two years ago we were searching for an enterprise grade help desk software solution. After evaluating a multitude of other applications, we were fortunate enough to stumble upon HelpMaster.  We were immediately overwhelmed by the elegance of the application in its flexibility, capability, feature set and reliability. It is well designed, and well written...

Chris Deegan

IT Manager - Rutledge Engineering