HelpBasePro Features - HelpDesk & KnowledgeBase for Professionals

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HelpBasePro Features
Here is just a selection of features available in HelpBasePro that make it a winning solution for your support and service needs.

Simply roll your mouse over a feature to get more details on that feature!

Scalable Database	Secure Encrypted Authentication	Role based users
Queues	Configurable System Options	Auto-escalation
Inbound/Outbound Email	Asset Management	Service Level Management
Attachments	SLA Monitor	Custom fields
TicketWatch Service	Report Suite	KnowledgeBase
Quickview Client History	Ticket Auditing	Inline Help
Ticket Lock Management	Web Ticket Submission	Time & Materials Billing
Microsoft Outlook 2003 AddIn	Canned Email Templates	and many more...

	Scalabale Database HelpBasePro uses the Microsoft Desktop Engine (MSDE) for smaller data requirements and scales up to Microsoft SQL Server for those with high volume data requirements.
	Queues HelpBasePro allows ticket requests to be placed in queues. This can assist workflow and allows supervisors, managers or queue co-ordinators to assign work accordingly. Queues are handy holding areas and may be defined by you so, for example, department managers may take control of distributing tasks to the relevant qualified individuals in their team.
	Secure HelpBasePro uses secure encrypted user authentication so users passwords are never sent across the network or stored in the database unencrypted!
	Role Base Users HelpBasePro allows you to identify users to be administrators or operators. This then defines whether the user has access to adminstrative functions which is handy for controlling changes to key parts of the system.	Click here to download your FREE Edition now!
	Configurable System Options HelpBasePro is as flexible as you want it to be. Initially the system will install with some predefined options to get you going quickly. However, when you wish to introduce a new category or a new queue for example, you can do so to match your needs. Everything from the levels of priority that you assign to a ticket request to the status you assign are fully configurable by you!
	Auto-escalation Features within service level management is the ability to auto-escalate ticket requests. If a due-date passes with a ticket incomplete, the ticket can be automatically escalated to the nominated contact for review and further action.
	Inbound/Outbound Email HelpBasePro will process both inbound and outbound email using either POP or IMAP or both protocols. Inbound - Simply provide your inbound email account settings and HelpBasePro will monitor the email account. Emails directed to, for example, your support email address are used to automatically open ticket requests and respond to the requestor. The original email is stored against the ticket as an attachment for reference. When requestors send emails with ticket request numbers in the subject line, the corresponding ticket request is updated. You can even have intelligent network devices/servers send their device/job failure alerts to your support email address and have a ticket request raised immediately with its personalised service level! Outbound - providing HelpBasePro with an SMTP server allows it to create and send emails which can include notifications of any type.	Check out our unbeatable prices!
	Asset Management HelpBasePro lets you track your hardware and software assets. You can even build parent/child relationships between assets to make tracking even easier. Store everything from the asset tag, its original cost, the service level agreement details to actually attaching documents to an asset for easy reference. Assets can even be identified when ticket requests are raised. If a service level agreement with yourself or a third party supplier exists for the asset, the ticket request details will reflect the service level accordingly.
	Service Level Management HelpBasePro provides very powerful capabilities to allow you to manage organisational and contractual obligations. Service Level Agreements can be defined and allocated to client individual contacts, client organisations, assets and system-wide for default assignment. When a ticket is raised, HelpBasePro calculates the most relevant service level agreement according to the contact and any asset identified. The service level agreement can be used to pre-fill many aspects of the ticket request based on the service level owing to the client. Service Level Agreements can suggest everything from the follow-up date and due-date of a ticket request to who is the escalation contact should the ticket not be completed in the agreed timeframe. Official detailed electronic documents can even be attached to service level agreements for quick reference by helpdesk specialists.	Click here to download your FREE Edition now!
	Attachments A powerful feature of HelpBasePro is that you can store documents and files of any type against almost all objects for the record and reference. Whether you want to store an excel document or a screenshot of an error message against a ticket, or you want to store a word document or photo image of a contact against a client record, HelpBasePro allows you to do this with ease for later reference.
	SLA Monitor Simply set an expiry date on a service level agreement and when the time gets near, HelpBasePro will issue an email notification to the service level agreement escalation contact. You can even configure when HelpBasePro begins to send reminders and how often reminders should be sent.
	Custom fields You need never miss a piece of information when raising a ticket request! As well as entering the standard details such as a title, notes etc., HelpBasePro lets you define additional questions to be asked when raising a ticket request. You can choose whether the answer is free-format text, a date picked from a calendar, a number or a pre-defined answer picked from a list. HelpBasePro even lets you decide if answers to these questions are mandatory or can be changed at a later date.	Check out our unbeatable prices!
	TicketWatch Service You can choose to proactively send email notification to helpdesk specialists, engineers, managers and clients automatically when work is carried out on a ticket request.
	Report Suite HelpBasePro comes with an extensive range of reports and advanced filtering options to enable you to monitor and manage helpdesk activities. The HelpBasePro report suite uses the Crystal reports engine which means you get all the benefits of the highly acclaimed Crystal reports engine such as being able to export report data to a pdf document, excel document, word document etc.
	KnowledgeBase HelpBasePro actively encourages capturing and sharing knowledge as part of the ticket request process. When tickets are complete, the support specialist has the option to save the ticket request and solution information into the KnowledgeBase. This makes the information accessible for everyone and with extensive KnowledgeBase search capabilities, HelpBasePro makes finding KnowledgeBase articles easy to locate.
	Quickview Client History HelpBasePro makes it quick and easy to see what ticket requests a client currently has and what ticket requests a client has had. As soon as the requestor name is selected when raising a ticket, HelpBasePro gets to work in the background and makes the client's full ticket history available. This enables HelpDesk specialist to quickly view a clients current and previous ticket requests.	Click here to download your FREE Edition now!
	Ticket Auditing Whenever changes are made to a ticket, HelpBasePro records it! Whether you are a helpdesk specialist or a manager wanting to get an insight into the history of a ticket, taking a look at a the audit trail gives you all the information by date/time, action and who performed the action that you could want!
	Inline Help Support specialists new to HelpBasePro will find it a breeze to get up to speed with our our carefully designed familiar and intuitive interface, online help and inline help. Our winning inline help provides support specialists with relevant hints and tips throughtout the application from login right through to raising a ticket request. This feature helps improve the learning curve and reduce training requirements.
	Ticket Lock Management HelpBasePro recognises the team environment, whether the team is in the same room or dispersed across floors or physical geographical locations. As soon as a support specialist begins editing a ticket's details, HelpBasePro locks that ticket so no other users can update the ticket at the same time. Locks are automatic and are released the second a support specialist finishes editing a ticket request.
	Web Ticket Submission HelpBasePro Inbound email processing makes it so simple for you to raise ticket requests from your own web site. This means you can integrate web ticket requests into your web site regardless of the technology you use making it seemless! Simply direct your web form to the nominated email address and HelpBasePro will automatically translate the email into a ticket request.	Check out our unbeatable prices!
	Time & Materials Billing Keep track of all time and materials spent on a ticket. Technicians can log units of time spent on a ticket. With seamless integration with the asset inventory, technicians can also identify materials that have been used on a ticket. Chargeout rates can be assigned on a per client basis allowing you ultimate personalised control. The reporting suite allows you to effectively analyse ticket costs. View the feature brief now.
	Microsoft Office Outlook 2003 AddIn The Microsoft Office Outlook 2003 AddIn lets you effortlessly keep ticket notes up-to-date. Whenever a technician sends or receives a ticket-related email, the AddIn automatically updates HelpBasePro! View the feature brief now.
	Canned Email Templates Reduce follow-up calls and effortlessly keep clients up-to-date with "Canned Email Templates". Easily send updates direct from a ticket or configure HelpBasePro to prompt an operator based on specific criteria. View the feature brief now.
	More features! HelpBasePro contains a host of features to make your life easier, improve client satisfaction and increase efficiency. We invite you to try HelpBasePro FREE for 30 days so why not download it now and give it a try? If you need any assistance during your evaluation period, just complete the query form on our contact us page or email us at support@helpbasepro.com and we will be more than happy to assist you get the best from HelpBasePro.

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