What is HelpDeskPro and why should I consider it?
HelpDeskPro is a leading IBM Lotus Notes based helpdesk solution.
With a proven track record with a significant number of leading corporations and government agencies around the world, HelpDeskPro enhances the value you have already place in IBM by affording more additional flexibility and scalability to be offered in equal measures to your helpdesk team and operation.
If you’re looking for a system that is easy to use but delivers on features – helping you conform to ITIL best practice and standards – then HelpDeskPro should be in your shortlist.
Comprehensively designed for corporate use, but with a pricing model to suit both large and small enterprises, HelpDeskPro offers a proven help desk system which fully exploits the Lotus Notes platform. It is a mature product that has been in production for four successful years. HelpDeskPro is proving to be the system of choice for organisations managing in excess of 10,000 calls per month down to organisations taking only 2 or 3 calls per day.
What are the key features?
- Problem Management module to assist with pro-actively addressing underlying trends/causes of multiple tickets
- Customisable Web portal for submitting tickets, reviewing progress of tickets, self-help knowledge base, news etc
- Integrated with VisualAuditPro for auditing hardware/software and 'Audit On Demand' (see www.evisionsoft.com)
- Integrated with Courion password management software (see www.courion.com)
- Task Management with in-built workflow
- Call logging via manual entry, email or via the web
- Customer profiling via either Customer Profiles module, NAB or via integration (ODBC) to other systems
- Service Level Agreement configuration/reporting of conformance and non-conformance including alerts to help ensure conformity as tickets reach thresholds
- Comprehensive Reporting templates using Excel or Intelliprint
- Up to five levels of categories
- Customisable scripts to assist non-experienced call centre staff with obtaining required information from caller
- Customisable customer survey to gain feedback on the service the help desk is providing
- Customisable web forms for any end-user data capture requirements for e.g. work requests
What support is there for languages other than English?
Every text item on the web portal screens are configurable. This gives you the ability to present to end users a system completely in their local language. The 'backend' elements of HelpDeskPro used by your technicians is only available in English however.
How are HelpDeskPro customers looked after?
Customers are looked after in a number of ways. Firstly, we help protect your investment in HelpDeskPro through a dedicated development programme - which results in new releases of the software every quarter. These are sent freely to all customers under support and maintenance. For ongoing technical support, our help desk is available to all customers and software evaluators via our UK freephone number 0800 783 6896 or via email: support@polymorph.co.uk. |  | | "Thank you for all your help when we moved to HelpDeskPro... It was very smooth and we have noticed significant improvements. We are impressed with the ease of inputting support calls to the Incident Manager and the improvements to the Knowledgebase portal and simplicity of users logging calls through the portal." | |