HelpSTAR Help Desk Software Adds Rules-Based Workflow Automation
New v8.2 Also Features Performance Dashboard & New Usability Enhancements

TORONTO, ONTARIO (November 17, 2004) —Help Desk Technology Corporation has upgraded its HelpSTAR help desk software to support rules-based dispatch of service requests and other automated workflow capabilities to expedite problem resolution and ensure compliance with service level agreements. Now available for download at www.helpstar.com, the new HelpSTAR v8.2 also adds a dashboard for easy monitoring of help desk performance, support for multiple help desk email addresses, a new Web interface for support reps, and easier Web authentication for end users via Active Directory integration.

HelpSTAR’s new rules designer allows administrators to create business rules to trigger specific actions such as electronic assignment or escalation of service requests; automatic technician notification of important developments by pager, email, internal alarm and/or follow-up reminder; or automatic updates of the job history. This speeds problem handling, prevents problems that can lead to difficulties with meeting service level agreements, and frees supervisors and technicians from many manual tasks.

With this capability, all printer-related service requests can be sent to the technician with expertise in printer troubleshooting without waiting for manual assignment by the supervisor; all requests sitting in the support queue for more than three hours can be automatically escalated to Level II; and so on.

Other new features include:

• A customizable dashboard for monitoring help desk performance, complementing the service level agreement compliance tools available through business rules. The dashboard screen can display key metrics related to call volumes, response times, problem resolution, top problem types and other help desk activity, with point-and-click drilldown to details on any metric.
• Support for multiple help desk email addresses, such as sales@company.com, customersupport@company.com and techsupport@company.com. With HelpSTAR’s ability to convert emails into service requests, requests sent to a designated address by end users can now be automatically assigned to the appropriate technician or group without supervisor intervention. This eliminates extra manual steps and helps balance the workload.
• A new, faster-to-use .NET-based Web interface for support reps, with new “local tasks” and “dynamic help” buttons on each screen that permit access to window-specific tasks and assistance without moving to other screens or scrolling through a complete help menu. A similar interface was introduced for end users in HelpSTAR v8.1.
• Simplified Web access for end users through enhanced Active Directory integration, enabling end users to use their network login name and password when accessing HelpSTAR via Web browser rather than maintaining two separate sets of credentials. End users can access HelpSTAR online to report computer problems, check job status, or search for do-it-yourself problem fixes.

About HelpSTAR
HelpSTAR help desk software is an easy-to-use problem management solution that provides rapid problem resolution and extensive reporting capabilities out of the box without the need for lengthy deployment and staff training. The program expedites problem handling through features such as intelligent queuing, a database of preferred solutions, end user self-help that reduces call volume into the help desk, and tools such as alarms, follow-up reminders, and automatic priority escalation to ensure efficient handling of all requests. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft Access, Microsoft Data Engine (MSDE) or Microsoft SQL. The new rules designer is available exclusively in the MSDE and SQL editions.

Pricing and Availability
HelpSTAR 8.2 is available direct from Help Desk Technology Corporation at www.helpstar.com or 1-800-563-4357. Prices begin at $2,495 for a starter pack covering two support reps and an unlimited number of end users; licenses for additional support reps begin at $500 per rep. Volume discounts and annual maintenance/upgrade plans are available.

About Help Desk Technology Corporation
Help Desk Technology Corporation develops and markets help desk software for organizations in all industries. Its flagship product is HelpSTAR, a comprehensive problem management solution for both internal and external help desks that combines best practices with fast deployment, ease of use and low cost. HelpSTAR is used by thousands of organizations worldwide, including Fortune 500 companies, hospitals, financial institutions, and all branches of the armed forces. For more information, visit www.helpstar.com or call 1-800-563-4357.