Helpmaster

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. Get a demo Better ticket management, means happier customers and clients HelpMaster offers comprehensive features for the IT helpdesk that will deliver great results throughout the entire life-cycle of the support request. Helpdesk essentials Quick call logging via pre-made ticket templatesLink multiple people, places and things to each help desk ticket that is loggedFast classification systemAuto-assign algorithms so that each job can be assigned to the correctly person every timeIntelligent automation for enforcing business rulesCodeless configuration for all aspects of the workflow and system codesPowerful reporting options, including PowerBI Service Management essentials Incident, Problem and Change ManagementWorkflow processes and automationWeb service request portalApprovals and workflow branching‘Stop the clock’ time calculationsCustom site-level job visibilityCustom job queues for staff and skillgroupsParent/child job linking and multi-stage workflow Helpdesk and service desk feature highlights HelpMaster has many features that will help your team log, track, classify and work with support tickets and other tasks.Whether using the desktop, or the web version, HelpMaster gives you the information you need. Assignment and ticket ownershipHelpMaster supports several models for job ownership and assignment.Once a job/ticket/request has been logged, it can be automatically or manually assigned to either a specified staff member, a specific skillgroup, or a combination of both.Each skillgroup has an ‘Unassigned’ queue where jobs can be assigned to, and any staff member belonging to that group can then take ownership.Jobs can be pre-assigned via template configuration, and automatically assigned according to auto-assign algorithms. Queue ManagementIn addition to personal job queues, skillgroup-based job queues and ‘unassigned’ queues, HelpMaster also supports creating customized ‘saved searches’ that can be applied at the personal level, or at the skillgroup level. This allows administrators to effectively create custom job queues that will auto-populate

Implementation Phase OverviewOnce a request for change has been defined and approved, it moves into the implementation stage.Implementation refers to the process of actually performing the task(s) that are involved in the change request. Implementation can may take one or more of the following forms:Referring to a existing HelpMaster job(s) to track and manage the implementationLogging new job(s) to track and manage the implementationUse the Request for Change record to record the implementationDo not link or log any jobs, and just record the details of what was done in the "Implementation text box" directly on the change request formUseTo being the implementation stage, click on the "Start" button onthe change record next to the Implementation stage label. This willenable the implementation tab and time-stamp the Change Record with thecurrent date and time, and enter an event in the History tab.Implementation details for the change can be found on the "Implementation" tab.Depending on the complexity and scope of the change, the implementationstage can either be very simple, or as complex as you need it to be.Simple Implementation - No additional job(s) to be loggedA simple change implementation refers to when there are no additionaljobs that have been logged, or need to be logged to record and track thechange implementation. In this case, you can simply specify detailsabout the implementation in the implementation text box (or not), andthis becomes the "Implementation notes" for the change. Using thissimple model, all of the implementation details are stored with thechange request, and appear on the Implementation tab in the text-boxprovided.Job-based implementationFor more complex change implementations, new jobs can be logged thatwill record and track the change implementation. If existing jobs havealready been logged for this purpose, these can also be linked to thechange record by dragging them into the jobs listview control.When a job-based implementation is used, the idea is that existing jobs, or new jobs will contain all of the definition, the workflow and process of a regular job that will be used for the implementation work. These jobs may be based on Job Templatesas per usual.When a change request is created via a Change Request Template, any Job Templatesthat are linked to the Change Template will be transferred into the change and appear as "jobs to do" on the Implementation tab. Use the toolbar button to convert the job template into a real job.When implementation jobs are logged from, or linked to a change request, these will need to be completed (closed) before the change can be closed.Note: The implementation phase of a change is performed in HelpMaster in a functionally similar way to the review phase.See AlsoChange Request TemplatesClosing a change request

Based on whatever search criteria has been specified.When jobs are logged or updated, they can be assigned to either a staff member directly, or to a skill-group. Configuration templatesHelpMaster features 4 levels of templates for system configuration. Building reusable templates means system configuration is quick, consistent and the flexibility to reuse a template in different workflow contexts adds a lot of power to system configuration.Job TemplatesAction TemplatesEmail TemplatesWorkflow Templates Web or Windows HelpMaster is available as both a Windows client, and a web portal.The powerful desktop application is used to configure templates, automation rules, system codes and general use.The web portal offers a fast, slick front-end to your service desk for staff and clients and includes the intuitive request catalog, knowledge base and more. Incident Management The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations.HelpMaster supports Incident Management process with capabilities to record incidents, classify according to priority, assign to appropriate groups, escalate, and manage through to resolution and reporting. Problem Management ITIL terminology defines, ‘problems’ as the things that cause incidents (the unexpected disruptions to service).Problem management is the process of adopting a structured approach to finding, documenting and resolving problems so that their resulting ‘incidents’ do not occur. Problem management utilizes concepts like ‘root cause’, ‘known errors’ and diagnostic information in order to minimize the impact of incidents. A knowledge base may be used to documenting such findings.Problems causing an incident are usually discovered once the scene of the incident is examined. Change Management Change Management is the discipline that allows you to plan, track, approve, schedule and implement your changes in the best possible way in order to provide the best outcome for the business.HelpMaster has a flexible change request template system that allows different models of approval and voting, and can be used with the workflow engine for efficient business processes. Multi-stage request fulfillment An initial request by a staff or customer often involves a series of inter-connected steps, or even processes that may be handled by one or more persons,

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