We can help your team and your business work smarter and deliver better service both within your company and to your external clients. For small businesses looking for a system to log, track and manage the daily issues affecting your business, HelpMaster has everything you need now, with plenty of advanced features for you to grow into.
Unlock the potential in your support team and business operations and realize the benefits that come from great customer support and effective IT service management. HelpMaster gives teams the tools to deliver outstanding service and support, and is designed to work with, and scale for different levels of operational maturity. Use best-practice service management principles to manage incidents, problems, change requests, and create workflow for your business processes. We were unable to retrieve the list of drivers for your product.
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HP encountered an error while trying to scan your product. Please verify your product is powered on and connected, then try again in a few minutes. Or, view all available drivers for your product below. Manage aims to be a one-stop solution for MSPs and provides additional integrations such as ConnectWise Automate that extend the usefulness of Manage and its help desk capability.
Help Desk is at the core of Manage where your team can receive incoming tickets from email, phone calls, or through a web service portal. Tickets are broken down into three sections, Discussion, Internal, and Resolution. These tabs are designed to record your client correspondence, internal work time, and the resolution all in one place.
This can take some time to get used to and works well for the most part. You have the option to search based solely on the content of past ticket resolution tabs, or a broad search that you can narrow down by clients, date, the technician assigned, and primary contact.
Manage does have a built-in dispatching feature that allows you to sync and share support calendars across your help desk teams. This helps cut down on the number of different tools your team needs to use and keeps everyone on the same page from one dashboard. This can be easily missed and lead to some communication issues, or accidentally making internal notes a part of your correspondence, which makes taking the time to learn the product that much more important.
ConnectWise Manage does have a mobile app for both Android and iOS; however, I found it difficult to use and not very helpful at least from a help desk perspective. Replying to a simple ticket involves digging through nested menus, checking the contact address, changing the default one-hour work time assignment, and then finally sending the message. If you have separate teams working on different boards, moving tickets to and from each board can be slow at times.
Tickets can get stuck if automation is in place and a ticket was manually changed beforehand. ConnectWise Manage is available to test through a free trial. Freshdesk is a cloud-based customer support software with a number of intuitive ticketing features that may fit the needs of small budget-conscious help desks. While Freshdesk lacks some MSP focused features such as project coordination and asset management, it makes up for this in its lightweight design and ease of use.
Features like automatic email notifications , event-triggered automation , and intelligent ticket assignment all come plug and play with very little configuration or hassle needed to get implemented. Omniroute is an intelligence-based system that can assign tickets based on a number of variables such as skill level, availability, and ticket load. On the reporting side, Freshdesk has an entire SLA management dashboard that makes viewing Key Performance Indicators KPIs such as response time, completed tickets, and unsolved issues simple and easy to navigate.
These metrics can be broken down by team, or even all the way to the individual technician level. Freshdesk offers a day free trial. Vortex streamlines the ticketing process by optimizing the day to day challenges technicians face. Features like VoIP caller identification allow you to see exactly who in an organization is calling, and create a new ticket with auto-filled information with just one click.
Kaseya Live Connect gives you the power to remote into any of your managed machines once you assign a PC to a specific ticket. Like most platforms, Vortex leverages automation to make follow up and confirmation a simple and reliable process. Mobile access lets your team stay on top of everything going on. Customizable dashboards. Craft a support experience that keeps your team efficient throughout the workday. Predictive care. The Internet of Things sends the performance data of connected devices and triggers alerts if service is needed.
Integrated experience. Connect and unify data to flexibly integrate efforts with marketing, sales, and field service. Adding self-service customer support to your help desk software. Online knowledge base. Make answers easily accessible by posting resources, tutorials, and FAQs online. Interactive voice support. Engage with customers through voice-guided instruction, guiding them through each step. Support customers where they are, even when you're not. Physical kiosk structures can provide self-service capabilities, in locations you need them most.
Speed cashier service by letting customers handle it themselves. Self-checkout is a great tool to easily manage high volumes of customers. Support apps. Custom self-service apps can make the customer support process convenient and efficient, letting you develop an experience with video, animation, images, text, and access to live support.
Regardless of the location or time zone of your customer, customers can access self-service support whenever they need it. Reduced costs. Self-service applications reduce the load on your support staff, helping them focus on the high priority requests.
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