HelpMaster

HelpMaster

Helpdesk, service desk and customer support software

5/5 (1 review)

HelpMaster Overview

HelpMaster has been designed to streamline your helpdesk and service management initiatives and improve overall business efficiency. It does this by allowing you to support your different clients in different ways, and build workflow patterns based on the needs of your business. Whether you need a corporate knowledge-base system, an email response management system, or a comprehensive and flexible call logging system, HelpMaster delivers a complete package of helpdesk tools in one integrated suite.

What makes HelpMaster unique?

HelpMaster is the only helpdesk system available that utilises a 3-tier template system that allows the helpdesk to create customized workflows that incorporate Jobs (incidents), with Actions (tasks) and Outgoing correspondence, or email. By using this powerful template system, you can configure HelpMaster to manage all of your helpdesk and support needs.

With this incredible amount of flexibility, helpdesks and support centres around the world are using HelpMaster in the following applications

IT helpdesk support
Facilities management
Complaints management
Software bug tracking
General business tasking and workflow

Pricing

Starting from
US$695,00
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 5 others, Germany, India, Latin America, Middle-East and Africa, United Kingdom

Supported Languages

English

HelpMaster Reviews

Overall rating
5/5
100% positive reviews
1
Excellent
0
Very good
0
Average
0
Poor
0
Terrible
Rod W.

Rating only

Reviewed on 2016/07/20
Review Source: GetApp

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

HelpMaster Pricing

Starting from
US$695,00
Pricing options
Free Trial
One Time License
Subscription
Value for money

Standard $695 per license
Enterprise $1295 per license

Perpetual + Monthly licensing available. Choose which option suits your budget best.

See website for a comparison between each edition.

HelpMaster Features

  • API

  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

Additional information for HelpMaster

Key features of HelpMaster

  • "Stop the clock" functionality
  • API for developer support and extension
  • Active Directory enabled for quick user import and synch
  • Auto-suggest appropriate knowledge base article
  • Automatic notification to agents for updates, modifications
  • Create custom workflow using powerful templates
  • Create workflow for individual ticket types
  • Drag 'n drop attachments
  • Easy access "History" button to retrieve recently viewed ti
  • Email to ticket conversion. Superb rule-based filtering
  • Escalation engine. Build rules to create escalations and SLA
  • HTML email. All out-going email is available in HTML
  • ITIL Alignment for Incident Management
  • ITIL Alignment for Problem Management
  • Knowledge base. Create, update and web-publish content
  • Spell checking + auto text
  • Ticket linking - Parent and child jobs
  • Time and Expense billing. Track time, money and costing.
  • Web based client self-service to log, track, browse KB
  • Windows or Web

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

Staff can be belong to one or more skillgroups so that jobs and workload can be balanced

3 tier template design means that you can model HelpMaster to your actual business processes

Asset module gives ability to link CIs to clients, sites, jobs and other assets (CIs)

Email Templates provide "canned" responses for all out-going email types. Embed "email tags" in outgoing email that provide context and related information such as hyperlinks to web portal etc.

Active Directory module provides single point logon. Never deal with the logon screen again!

Import module allows import from XML data sources

Microsoft SQL Server database provides powerful enterprise class database platform. Full database dictionary is available. Includes many reporting views and queries ready to be used by custom report writers and developers.

Extensible Add-In manager allows custom code add-ins to be developed to extend the power of HelpMaster

HelpMaster FAQs

Below are some frequently asked questions for HelpMaster.

Q. What type of pricing plans does HelpMaster offer?

HelpMaster offers the following pricing plans:

Starting from: US$695,00

Pricing model: One Time License, Subscription

Free Trial: Available

Standard $695 per license
Enterprise $1295 per license

Perpetual + Monthly licensing available. Choose which option suits your budget best.

See website for a comparison between each edition.

Q. What are the main features of HelpMaster?

HelpMaster offers the following features:

  • "Stop the clock" functionality
  • API for developer support and extension
  • Active Directory enabled for quick user import and synch
  • Auto-suggest appropriate knowledge base article
  • Automatic notification to agents for updates, modifications
  • Create custom workflow using powerful templates
  • Create workflow for individual ticket types
  • Drag 'n drop attachments
  • Easy access "History" button to retrieve recently viewed ti
  • Email to ticket conversion. Superb rule-based filtering
  • Escalation engine. Build rules to create escalations and SLA
  • HTML email. All out-going email is available in HTML
  • ITIL Alignment for Incident Management
  • ITIL Alignment for Problem Management
  • Knowledge base. Create, update and web-publish content
  • Spell checking + auto text
  • Ticket linking - Parent and child jobs
  • Time and Expense billing. Track time, money and costing.
  • Web based client self-service to log, track, browse KB
  • Windows or Web

Q. Who are the typical users of HelpMaster?

HelpMaster has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does HelpMaster support?

HelpMaster supports the following languages:

English

Q. What type of pricing plans does HelpMaster offer?

HelpMaster has the following pricing plans:

One Time License, Subscription

Q. Does HelpMaster support mobile devices?

We do not have any information about what devices HelpMaster supports

Q. What other apps does HelpMaster integrate with?

HelpMaster integrates with the following applications:

Nicereply

Q. What level of support does HelpMaster offer?

HelpMaster offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials