Helpdesk Ticketing
Helpdesk ticketing is at the core of every helpdesk and service-desk.
HelpMaster has many mature features that have been designed to assist in many aspects of the helpdesk ticketing process.
Ticket Templates
Templates provide quick access, consistency and workflow
Quick Reassign
Right-click, one-click reassign to self from an unassigned queue
Bulk-Operations
Perform bulk operations on multiple jobs at the same time"
Service Catalog
Build a service catalog that your clients will love.
Knowledge Base
Improve resolution time, and self-service with a searchable knowledge base .
Email Notification
Email to end-use, assignee, and other nominated parties
Link Entities
Link multiple clients, sites and assets to the same ticket
Classification
Fast classification and triage of tickets
Public and Private Notes
Agents can add notes that are private, or public
Satisfaction Survey
Customers can rate their support experience with custom surveys
Attachments
Store, view and send attachments
To, CC, BCC Email
Send email to the ticket owner, client or anyone else
Email Signature
Use Email Templates to embed personal and/or corporate signatures
Powerful Searching
Find tickets, clients, assets, or anything else using the powerful searching
Helpdesk History
Helpdesk history is always displayed for clients, sites, jobs, assets
Alerts
Add alerts, or dynamically add them based on data triggers
Audit Log
Full audit log for all updates, edits, deletes. Everything!
Flag Content
Flag, add tags and other meta data to tickets and entities
Ticket Lifecycle
Best practise helpdesk process involves progressing each ticket or job through a defined lifecycle. This is usually achieved via a combination of status changes, classification, assignment and client interaction with the helpdesk agent.
Ticket lifecycle is an area where automation and triggers can play a key role in keepting everything moving and progressing as it should
Auto Assign
Configure auto-assign rules and behaviour
Job Status
Open, In progress, Resolved, Closed…or anything else you configure
Service Level Agreemtns
Define, manage and report on SLA
Job State Indicators
Job state indicators display ’next action’ information
Escalations
Configure multi-stage escalation rules and actions
Triggers
Automatically perform actions when criteria is met
Key Dates
Configure dates for completion, last actioned, closed etc.
Time Tracking
Track time in business days, or absolute time
Job Queue Management
A busy helpdesk needs to have good queue management. This may involve creating assignment groups, saved searches, dynamic queues, curated queues and custom reporting
Assignment Groups
Create skillgroups and unassigned queues for jobs and tickets
Saved Searches
Build custom personal saved searches for quick access
Group Custom Queues
Skillgroup administrators can create custom queues for agents
Curated Queues
Job queues that are manually curated for content
Assignment Escalation
Create automation rules to re-assign tickets when required
Queue Views
View personal queue, skillgroup queue, or other people
Field Chooser
Customize the columns/fields to display ticket data
Reports and Statistics
Access reports and metrics to indicate queue health and stats.
Workflow and process design
Build flexible and powerful workflow processes using the intuitive drag ’n drop workflow designer. Process orchestration ensures that common tasks and support operations are handled in the same manner, and allows staff to easily progress a ticket through the defined lifecycle
Drag 'N Drop Designer
Use the intuitive workflow builder to create powerful processes
Large Range of Business Objects to Configure
Many workflow objects to use to build processes
Advanced Scripting
Use SQL or Powershell scripting for advanced workflow
Workflow Process
Complete workflow processes for end-to-end lifecycle management
Multi-Stage Approvals
Configure approvals for workflow and change management
Workflow Templates
Create workflow templates for ease of use and constency
OnCreate Workflow
Workflow that is run automatically when a new job is logged
User Workflow
Workflow that is run by an agent during the lifecycle of a job
Variable Support
Create, modify and use variables as part of workflow
Audit History
All workflow is fully logged and tracked
Visual Preference
Customize line style and design for better visuals
Template Inheritance
Inherit workflow from templates, or create custom designs
Web Portal
The Web Portal allows staff, clients, customers and others to access the request catalog to raise new tickets, browse the knowledge base and latest news, and check and update helpdesk history
Staff and Client Access
Multi-purpose web portal for staff or clients
Knowledge Base
Create searchable content and publish to web
Request Catalog
Build a service request catalog for each department
Helpdesk Explorer
Job queue management for staff and helpdesk agents
Flexible Licensing
Named or concurrent licensings. Clients are unlicensed
Approvals
Get approvals for tickets, change management and more
Microsoft SignIn
Authenticate with M365 logins
Lastest News
Publish latest new content via the message board
Control Viewing Access
Client / Site security viewing permissions
Job Finder
Build custom job searches, and embed within skillgroups
Knowledge Base Ratings
Allow staff and clients to rate articles and provide feedback
Quick History Lookup
Quick viewing of history items
Clients, Sites, Assets
People, places and things. Create relationships between clients, sites and assets and use this for helpdesk ticketing, incident management, customer relationship managment, and general reporting and automation. HelpMaster allows you to store a lot of data about each of these entities to define your operating environment
Clients
Customer database for helpdesk, CRM and more
Sites
Create a site hierarchy of companies, building and offices
Assets
Create an asset register of equipment, items and things
Site Hierarchy
Configure a hierarchy of sites for better client management
Asset Maintenance
Manage and track asset repairs and warranties
Link Entities
Link clients, sites and assets to create relationships
Primary Roles
Nominate ‘Primary entity’ roles for each linked entity
Helpdesk History
Fast helpdesk history lookup for each entity type
Granular Security
Define security for staff, clients and agents
Manager Approvals
Import Manager from AD and use in workflow approvals
Multi-Link
Link clients to multiple sites and assets for detailled ticket logging
CRM
Customer relationship management. Define, link, log, track, measure
Email to ticket conversion
Automatically convert email into helpdesk tickets with a profile-based processing engine. Create rules to scan, parse, extract, link, log and update tickets. All email systems supported.
Convert Email Into Tickets
Flexible processing engine to convert email into tickets
Update Existing Tickets via Email
Close jobs via email
Parse Email Content
Parse email content into ticket fields
Link Attachments
Process and parse attachments
Post/Pre Scripting Options
Perform pre and post scripting when processing email
Drag 'N Drop Autolog
Create ’email drop folders’ for fast processing
Email Compatibility
All email systems supported
Signature Detection
Automatically remove signature and other social media content
Microsoft Integration
Link HelpMaster to Microsoft Azure / M365 for email, Entra ID user synchronization and import, Teams integration, PowerBI and more
Active Directory / Entra
Import and sync users from AD / Entra ID
M365 Integration for Email
Send / receive email from M365 sources
SQL Server Database
HelpMaster uses the powerful SQL Server database from Microsoft
PowerBI Reporting
Use PowerBI for dynamic data visualization and helpdesk dashboards
Use Cases
HelpMaster is a flexible and powerful toolset that can be used in a range of business units - not just the helpdesk, or service desk. HelpMaster naturally finds application in a broader enterprise service management scope.
Helpdesk
Log, track and management helpdesk tickets, incidents, problems and changes
ITSM Service Desk
Incident, Problems and Change Management
Software Bug Tracking
Log, track and management software issues and bugs
Human Resources
Onboarding, Offboarding, leave, pay, disputes etc.
Read more in the online documentation
These highlights are just the surface of what HelpMaster has and can do.
Read more in the online documentation , or better yet, schedule a demonstration, or download a copy to evaluation yourself - see below
Would you like a demo?
Schedule a demonstration of HelpMaster today and let us show you how HelpMaster can help you.
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