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HelpSTAR 9.0
1 Minute Feature Demos

	Active Directory
	HelpSTAR’s integration with Active Directory simplifies user management by allowing you to synchronize your Directory with HelpSTAR. This feature also allows your users to automatically login to HelpSTAR using their NT credentials.
	Auto Discovery
	Auto Discovery scans the machines on your network providing hardware and software configuration information which can be used for troubleshooting and license compliance.
	Business Hours
	HelpSTAR allows you to set the business hours of your organization, ensuring more accurate service level management and escalation of requests.
	Business Rules
	The Business Rules allow you to automatically route and escalate requests and ensure that relevant staff are notified of critical requests.
	Email Inbox
	The Email Inbox provides you with easy access to your email, allowing you to drag and drop emails received into new and existing requests.
	Mail Sentry
	Mail Sentry allows end users to submit requests via email. Email is automatically imported into HelpSTAR as a service request and a confirmation message can be sent to the end user.
	Memo Templates
	The memo templates allow you to create standard templates for end user communication and include these in requests/emails with a simple right-click.
	Project Templates
	This feature allows you to create templates for repeatable projects such as the setting up of New Hires, etc. to ensure that the right tasks are generated and routed every time.
	SLA Risk Chart
	This chart allows you to view the requests which are at-risk of breaching your organization’s SLA targets, allowing you to take action before the request is in violation of it’s SLA.
	User Defined Fields
	User defined fields allow you to create different types of service requests such as ‘Change Requests’ and ‘New PC Builds’ and ensure that all relevant information is entered by the end user before the request is submitted.

HelpSTAR 8.2 How-to Demos

	Log service requests
	End users can log service requests via email, through the Web, or using HelpSTAR's MS Outlook-style interface. Users can also log into HelpSTAR to check the status of their requests. Just reducing calls for status checks can have a big impact on lowering call volumes.
	Resolve problems quickly and efficiently
	HelpSTAR’s ‘Best Solutions’ self-help provides cost-effective delivery of support that will satisfy many of your end users. It allows them to quickly search for answers and solutions before contacting the help desk. Support reps can also utilize Best Solutions to resolve issues on first touch.
	Optimize service request workflow
	HelpSTAR’s ‘Intelligent Queuing’ promotes help desk best practices. This ensures that problems are forwarded to the most qualified reps who are prompted to work on the highest priority requests that have been waiting for the longest time.
	Automatically escalate serious or overdue requests
	HelpSTAR monitors support activities in real time to ensure that serious or overdue requests don’t fall through the cracks. If requests are left unattended for too long, auto escalation will hike their priority and issue alarms to the appropriate personnel.
	Identify recurring problems, detect trends, improve the quality of service
	HelpSTAR reports enable you to identify recurring problems, enabling you to solve the source, rather than continuously resolving issues. (Note that Standard Reports are included with all versions of HelpSTAR, while the Custom Report Designer only comes with the MSDE and SQL versions.)
	Attachments (MSDE and SQL version only)
	End users can attach screenshots, problem documents, etc. to their service requests to precisely demonstrate the issues they are experiencing. In cases where data must be kept confidential, attachments can be encrypted and made accessible only to designated recipients.
	Custom Queries
	HelpSTAR queries provide you with a powerful and intuitive way of refining information for analysis and problem solving. They allow you to drill down into the database for whatever information your require, no matter how specific.
	Auto Discovery (Inventory Auditing)
	HelpSTAR’s workstation auditing utility can automatically and unobtrusively gather information from the PCs on your LAN and import it into the database. This ensures that support reps have requesters’ workstation data at their fingertips, allowing them to resolve many problems on first touch.
	Schedule FollowUp Reminders
	HelpSTAR allows both end users and support reps to schedule FollowUp Reminders for themselves. They will be automatically notified at the specified time, preventing them from forgetting tasks that require their attention.
	Send email from within a service request
	Support reps can email service request details to end users at any time, keeping them up-to-date on the work being done to resolve their problems. The reps can also include file attachments to provide additional information.
	Generate Pager messages from service request events
	HelpSTAR can send email messages to pagers when specified events occur with service requests.
	Business Rules HelpSTAR’s Business Rule Designer enables you to customize service request workflow, memo updates and request notifications in order to automate your workflow and assist in service level management. Rules can also be applied to incoming email received via the Mail Sentry.
	User Defined Fields (MSDE and SQL versions only)
	User defined fields can be created for the following objects: Users, Departments, Companies, Queues, Problem Types, Standard Solutions, Workstations and Service Requests. Note that queries can be run on these fields.
	Dashboard
	The Dashboard charts can provide an instant overview of help desk performance, and enable you to monitor performance in key business areas, such as Service Level Management.

Please contact one of our sales representatives for more information at 1-800-563-4357 or send an email to sales@helpstar.com.