HelpMaster delivers outstanding helpdesk and service desk flexibility and configurability out of the box. No coding is necessary to create rich business workflow patterns and a high level of automation.
Core functions within HelpMaster are:
Template System - rapid Job logging from pre-approved templates.
Email Response Management - converts inbound Help Desk email to preconfigured and correctly profiled Job records.
Email Delivery Management - automate the content, delivery and timing of emails to customers, staff and stakeholders.
Priority Manager (inc. SLAs) - build sophisticated business rules within the application, no coding skills required.
Knowledge Management - retain and distribute knowledge to customers and officers.
Customer and Officer Web interface - access for customers and officers to self help and helpdesk ticket records at any time.
Active Directory integration - manage customers and officers with no double handling
Job Monitor - desktop alerts of incoming Jobs and Job activity
Extensive reporting - reports with user defineable filters for all types of helpdesk statistics and ITIL metrics
ITIL® - "ITIL® is a Registered Trade Mark of AXELOS Limited."