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

Multi-channel Call Logging

• end users can log their own service requests via a Windows interface, Web interface or email

• support reps can log service requests on behalf of users who phone in

• end users automatically receive reference #’s, allowing them to update their requests with additional information or questions

• end users can view the details of their requests at any time, eliminating many of the follow-up calls that can burden a help desk

Alarm Notification

• support personnel are automatically informed of relevant events

• dispatchers receive alarms whenever end users submit service requests

• alarms are generated to the appropriate support staff whenever requests are forwarded to queues, put into service, updated, resumed on their scheduled dates, etc.

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

Intelligent Queuing

• HelpSTAR's design seamlessly encourages a best practice methodology that optimizes problem resolution

• a dispatcher examines, prioritizes and forwards new service requests to queues serviced by reps having the appropriate skills and levels of expertise

• intelligent queuing ensures that each request is assigned to the most qualified support rep who is available in the shortest time

Auto Escalation

• service requests can be automatically escalated according to their priority and customized escalation interval settings

• priority escalation can also be configured to assign different escalation schedules to each area of the help desk

• mission-critical problems such as email outages can be escalated faster than less urgent matters such as printer malfunctions

• separate escalation regimens can assist the help desk in meeting different levels of service commitments

Paging

• paging functionality ensures that no service request goes unnoticed when support staff are out in the field

• support personnel can specify the service request events that will initiate email messages to their pagers

• pager messages show the request title, the event that initiated the message, the request's reference # and priority, the requester's name and department (or company), and the current memo that describes the requester’s issue

Best Solutions Knowledgebase

• Best Solutions enable the help desk to build a database of common problems and their solutions

• “internal” solutions allow support reps to quickly resolve problems, while keeping this information inside the help desk

• junior reps can resolve problems they might otherwise need to escalate, and training times for new support staff are greatly reduced

• “public” solutions are searchable by all users

• self-help is a very cost-effective means of support - end users can resolve their problems without contacting the help desk

Historical Searches

• support personnel can find and examine previously resolved requests via a powerful text-based search

• all information recorded by requesters and reps is available to the entire support team

• when support staff leave the organization, the knowledge they accumulated over time is retained and accessible

Suggested Solutions

• support reps can instantly find solutions to end user problems

• Suggested Solutions are automatically hyperlinked to service requests for immediate access by the requesters

• Suggested Solutions accelerate problem resolution, increase the frequency of first call resolutions and reduce the ramp-up time for new hires

Follow-up Reminders

• when updating service requests, users can schedule automatic FollowUp reminders for themselves for tasks that require their attention on a certain date or time

• privileged users can schedule FollowUps for support reps

Email Support

• HelpSTAR automatically turns requesters’ email messages into service requests

• email replies are automatically generated (with a reference number) for requests submitted via email

• email file attachments can be processed, and a filter allows specific file types to be blocked

• requesters can be automatically notified via email when their open requests are updated

• new end users, already familiar with email, are able to use HelpSTAR immediately

HelpSTAR 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

Advanced Search

• allows you to apply Boolean AND/OR criteria to your searches
• you can save your search criteria for private or public use
• you can also search user defined fields, including fields for which the data has been stored by reference

Database Administration Tool

• back up and restore a HelpSTAR database (MSDE or SQL)

• schedule backups or run them immediately

• restore into an existing database or a new database

• create user defined fields in HelpSTAR

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

Standard Reports

• select from an extensive library of pre-defined reports

• choose from a variety of detailed, summary and line item summary work reports that focus on service requests

• select from reports that focus on support rep efficiency, first call resolution, suggested solutions, timesheets, billing, asset allocation, support costs, etc.

• run reports to identify problems and improve the quality of service (e.g. - user satisfaction reports may uncover areas where additional staff or training is required)

Custom Reports

• create and modify your own selection criteria (filters)

• save and run custom reports to quickly generate focused data that meets your specific needs

• use the Crystal Designer to create custom reports that incorporate user defined fields

Reports - Crystal Designer

• included with the Advanced Enterprise edition of HelpSTAR as a single-user license
• allows a reporting specialist to create custom reports that incorporate user defined fields
• uses Crystal Reports to manipulate the report layout

Custom Queries

• a powerful and intuitive way to refine data for analysis and problem solving

• drill down into the HelpSTAR database for whatever information you require

• filter and view data from service requests, or run workstation queries to examine audited data that has been scanned from workstations

• design and save custom queries for repeated use

First Call Resolution Analysis

• designate first call resolution requests in order to evaluate help desk performance

• analyze first call resolution rates to identify areas requiring additional staff training or other improvements

Monitor Support Costs

• assign hourly charge rates to your support reps, in order to bill your clients or to distribute support costs among your departments

• support reps can select different rates to distinguish between regular and overtime charges, or between various client types (e.g. government and non-government)

• support costs are automatically calculated, allowing you to identify the areas of your help desk with the highest costs as well as quantify the overall value of support provided by your organization

Auto Discovery (Inventory Auditing)

• 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

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