Business Rules

• Incoming emails and requests are automatically routed to help minimize wait times and get information to the desired target audience fast.
• Outgoing emails are set to instantly notify people when specific actions, such as a manager’s approval, are required.
• HelpSTAR simplifies service level management by monitoring wait times, auto escalating requests and sending out notifications of breaches.

Project Templates

• Save time and guarantee that information is consistent with HelpSTAR templates for repeatable tasks such as weekly maintenance, change management or new employee setup.
• Create dependencies between tasks notifying you of the next step, making the system easily navigable.
• Generate and route tasks automatically, ensuring no step is overlooked.

User Defined Fields

• Allows you to customize fields and views according to organization-specific requirements and needs.
• Has built-in checks in place to be sure users complete all required fields, making training, operating and troubleshooting much easier.
• Offers options to display as much or as little information as you need regarding customers, employees or assets, within any request.
• Can help with incident management or problem management to help expedite troubleshooting and curb issues.

Auto Discovery (WMI)

• Data can be imported automatically and seamlessly from all PCs connected to your LAN.
• System automatically scans and detects hardware and software for all workstations.
• Workstation queries can easily be produced with detailed analysis of all collected data providing instant reporting.
• License compliance is carefully monitored automatically thanks to system checks that compare installed software with purchased software.

Email Inbox

• The system is integrated to import your personal emails into HelpSTAR. You can create requests easily from emails you receive.
• System works seamlessly with your email; simply drag and drop email from your inbox to the appropriate request. Voila!
• You can even create a custom workflow by turning an email into a multi-task project. It doesn’t get any easier than this.

AD Synchronization

• Getting everyone involved and in sync has never been easier—import users, teams and departments easily from your active directory.
• Or select specific OUs, groups and fields and import them directly into HelpSTAR, getting everyone and everything you need on the same page, literally.
• You can schedule active directory imports as often as you wish, ensuring HelpSTAR is always up-to-date.

Intuitive User Interface

• Our ribbon style user interface is extremely intuitive. Simply click tabs on a tool bar to navigate—if you’re familiar with Office, then you already know how to use HelpSTAR. It really is that easy.
• With just one click, you’ll have access to all the things you need including: search tools, your workspace and email.
• Create customizable views to best suit your needs.

Role Based Access Control

• Access control is totally role based, allowing you to set granular permissions in your HelpSTAR environment.
• You can quickly assign users to teams to expedite privilege assignments.
• Multiple company divisions such as HR or IT can route requests with special privacy privileges, assuring that only those who should have access are alerted with this easy-to-assign feature.

End User Web Portal

• Simplifies log-ins by eliminating the need for multiple passwords with an active directory single sign-on feature.
• Empowers users to problem-solve independently by providing system announcements and knowledge-base articles that provide continual training, which in turn can free up resources.
• Allows users to submit requests, check the status of open requests and rate service received on closed requests.
• Helps create Web portals that can be completely customized with custom colors and banners, making the portal uniquely your own.

Support Rep Web Portal

• Great portability for business people on the go. Easy to view and update requests while away from your personal computer.
• You can manage the helpdesk software and run reports from anywhere in the world. All you need is an Internet browser.
• Users can be emailed directly from a ticket, while their replies can instantly update the request. It’s that simple and easy to keep tabs on.

Calendar

• Stay on top of things. You can create meetings and appointments which link directly to HelpSTAR requests.
• Handy built-in alerts within HelpSTAR remind you of upcoming appointments.
• Two-Way Calendar Sync with MS Outlook assures you never miss a meeting again.