HelpMaster has been specifically designed for the modern helpdesk and IT service management (ITSM) environment. Below are just some of benefits for the key players within the enterprise.
Helpdesk software has many advantages for the end-client.
When a client has an issue that needs to be addressed, they have a common point-of-call that they can contact - the help desk. They know that their issue is being correctly logged, assigned and actioned within a dedicated tracking system, instead of being lost in paper-work, or verbally "handed" around the office. Additionally, the client gets the benefit of staying in the communication loop via the power and ease of automated email correspondence that a help desk system can provide. Their personal history is recorded for future reference so that trends, and trouble areas can be quickly identified and addressed.
With the use of the web self-service, clients are also able to log-on and then log their own issues, check on their progress and resolve them if they are no longer a problem. Clients can do this from any location where they have access to an internet browser. This means supporting clients in remote locations just got a whole lot easier.
Summary of benefits
The bottom line for the client is that they get better and timely service. Recurring issues can be prevented and they have confidence that nothing will "fall through the cracks".
A modern helpdesk requires modern helpdesk software. A helpdesk that uses paper, email, or some "home-grown" help-desk system will at some point reach its limits in terms of functionality and performance. Helpdesk staff are computer literate people who should be able to utilise the latest advancements in help-desk software. This is where HelpMaster can greatly assist.
HelpMaster allows helpdesk staff to have all the necessary tools to log, analyze and assist in the resolution of help-desk issues. The central database allows all staff to monitor other "job queues" as well as being able to report on client service history. With the use of add-on tools such as the Priority Manager, jobs can be pro-actively managed for timeliness, accuracy and structured workflow.
Helpdesk managers benefit from helpdesk software because they know that a large part of the daily running of a helpdesk is automated by the effective use of helpdesk software. They know that their staff are being assigned jobs, are using a structured workflow and are required by the system to provide accurate and timely service. Managers can quickly generate meaningful reports that can highlight performance bottlenecks, recurring client issues, and outstanding service. They are able to quickly configure complex escalation and service level agreement rules so that their tech support is effective and provides the level of service that clients demand.
Overall, the entire enterprise benefits from effective helpdesk software.
Clients that stop work due to technology problems are non-productive. Helpdesk staff that don't have the tools and information to resolve problems are ineffective. Managers that can't provide or work from meaningful reports are not managing. All of these things affect the bottom line of the enterprise. In a recent Gartner Group survey, the vast majority of those surveyed deemed the helpdesk to be a "strategic asset" within the enterprise.
For further information on this topic, please contact us directly, or download a trial copy of HelpMaster helpdesk software
If so, then you are going to love the Email Manager!
"Two years ago we were searching for an enterprise grade helpdesk 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, well written and is greasing the wheels of our customer support operations every single day. Since ditching our old legacy helpdesk software I have had the pleasure of not receiving a single phone call about problems with helpdesk software. HelpMaster has operated flawlessly for two years now. What is more amazing is the support – when we have operational questions or are seeking new features, PRD software listen and respond. This is the first time I have witnessed the perfect customer/vendor relationship in my 15 years in IT. The licensing model also deserves mention. HelpMaster’s concurrent licensing model 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
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Did you know that HelpMaster comes with dual interfaces?
You get the rich power of a Windows client - AND - a Web Portal, that can be accessed by both end-users and staff from anywhere.
On-site AND web in the one package!
HelpMaster is flexible. Give your on-site technician the rich Windows edition, while mobile, home and clients can use the web. Mix 'n match, it doesn't matter.
Flexible queue routing and assignment algorithms. Configure for Individual staff queues, skill-groups, custom queues and more
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Reduce phone calls and email. Let your clients log their own support tickets and browse the knowledge base via a slick web-portal.
Maintain a knowledge base for staff and customers. Integrate into the workflow and monitor for usage, feedback and content relevancy.
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