Highlights : About HelpMaster
Product Details
Features
Email to ticket conversion. Superb rule-based filtering
Web based client self-service to log, track, browse KB
Create custom workflow using powerful templates
HTML email. All out-going email is available in HTML
Knowledge base. Create, update and web-publish content
Escalation engine. Build rules to create escalations and SLA
Time and Expense billing. Track time, money and costing.
API for developer support and extension
Active Directory enabled for quick user import and synch
ITIL Alignment for Incident Management
Spell checking + auto text
Auto-suggest appropriate knowledge base article
Easy access "History" button to retrieve recently viewed ti
Create workflow for individual ticket types
Automatic notification to agents for updates, modifications
Benefits
Provide quick and easy call logging. Each call that is logged can be managed via custom workflow rules that you define.
Over 120 reports give you access to statistics, trends, details
Windows or Web means you can access your helpdesk information anywhere, anytime
Clients can help themselves via the web self-service portal
Balance workload with multi-skillgroups and task-based job routing
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