Quick Setup
  • get immediate results with virtually no ramp-up time
  • the Guided Setup wizard takes you step-by-step through a minimal configuration of the help desk
  • the process demonstrates how to set up HelpSTAR’s basic infrastructure and can be completed quickly
  • audio-visual ‘How To Demos’ provide additional setup information
  • once users are working with the application, wizards are available to lead them through specific procedures

Intuitive User Interface
  • an expandable ‘outlook style’ toolbar provides quick access to common functions
  • distinctive buttons immediately reveal which service requests are “in dispatch”, “in queue”, “in service” with a support rep, “overdue”, etc.
  • the HelpSTAR Today window presents a selection of frequently used toolbar functions
  • a preview pane enables users to quickly check out request details
  • hyperlinks minimize the number of clicks and screens required for many tasks
  • Local Tasks buttons provide instant access to all functions in most windows
  • Dynamic Help buttons link to instructions for performing most functions

Flexible Workflow
  • HelpSTAR is unmatched in its ability to organize and optimize workflow
  • the help desk can be configured so that service requests travel in a direct route from being logged, to dispatch, to queue, to support rep, to resolution and closing
  • user privileges can be assigned to allow requests to bypass some steps
  • trace memos note every workflow change, providing you with a complete audit trail

Web Portal
  • end users can access HelpSTAR via a browser - there’s no need to install HelpSTAR on every workstation
  • requesters can submit service requests, search the Best Solutions database, check the status of their open requests and give approval ratings to their closed requests
  • English, French and Spanish

.NET Web Interface - Privileged Users
  • the interface is virtually identical to HelpSTAR’s Windows client
  • administrators, dispatchers and support reps working remotely can perform their usual functions
  • remote users worldwide can be supported from the same database
  • the .NET Web Interface can be configured to synchronize HelpSTAR logins with active directory

Attachments and Encryption
  • end users can attach screenshots, problem documents, faulty reports, etc. to precisely demonstrate the issues they are having
  • support reps are given a clearer understanding of the problems that requesters are experiencing
  • support staff can attach files to HelpSTAR objects (e.g. - an administrator can attach a performance review to a user record)
  • in cases where data must be kept confidential, attachments can be encrypted and made accessible only to designated recipients

Business Rules
  • enable you to customize service request workflow, memo updates and request notifications to automate your workflow and assist in service level management
  • rules can also be applied to incoming email received via the Mail Sentry
  • rules run in the background as a service, automatically executing at their scheduled times
  • you can utilize rules to automate the approval process, and to notify management of critical changes or events

User Defined Fields
  • allow you to tailor HelpSTAR to meet your exact needs
  • if your help desk provides different kinds of services, you can add separate tabbed forms for your custom fields (with each tab relating to a specific service)
  • requesters will see what information they should include, so that more issues will be resolved on first contact
  • support staff can create and run queries that include custom fields
  • organizations which require additional information for customers, employees, issue types, etc. can report on that data for organization-specific analysis and metrics

Dashboard
  • displays a selection of charts that provide an instant overview of your help desk’s performance
  • the charts can alert you to recurring problems and workload imbalances, and enable you to monitor performance in key business areas, such as Service Level Management
  • for more specific data you can drill down to view further details
  • the Dashboard Designer allows you to create other types of charts for the Dashboard

Auto Discovery (WMI)
  • Automatically and unobtrusively import data from the PCs on your LAN
  • Scan workstations for both hardware and software
  • The audited data ensures that your support reps have requesters’ workstation information at their fingertips
  • Your help desk will improve first call resolution when support reps know what’s installed on users’ workstations
  • Run workstation queries for detailed analysis of the collected data
  • Compare installed software with purchased software for license compliance

Asset Management
  • track and manage all of the assets in your organization
  • optimize your IT resources, and control your hardware and software expenditures
  • examine workstation configurations and service histories, track and manage asset maintenance, monitor software licensing compliance, etc.
  • generate reports to review your technology investments, prepare budgets and plan upgrades

Active Directory
  • configure HelpSTAR’s StarWatch utility to import groups of users and related fields from Active Directory
  • schedule the import to run on a regular basis so that updated user information in ADS is automatically propagated to HelpSTAR
  • if you have created the appropriate user defined fields in HelpSTAR, map these to ADS fields for importing this data as well

Project Template Designer
  • Create templates for repeatable projects such as setting up new employees
  • Each time a new employee is hired all required tasks will be generated and routed automatically ensuring no step in the process is forgotten
  • Create dependencies between tasks (i.e. create install applications task after setup pc task has been completed).

Email Inbox Processing
  • Manage emails sent directly to your individual email account.
  • Easily update requests with emails from your end users with a drag and drop into the appropriate request.
  • Create new service and purchase requests based on an email with a drag and drop onto the relevant icon.

Project Requests

 
  • Allow you to manage projects with multiple tasks
  • Each task is an individual request and can be prioritized and routed separately
  • Easily view and manage each task from the top level project request
  • Task icons allow you to see the status of each request at a glance

Business Hours
  • Enable you to specify your organization’s business hours for accurate request escalation and performance statistics
  • Ensures that requests are not automatically escalated overnight

 
  
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