HelpDeskPro is a comprehensive, yet intuitive, modular help desk system.

In brief, HelpDeskPro comprises of the following modules within a single integrated suite:

• Dashboard/Configuration
• Incident Management
• Problem Management
• Change Management
• Action Tracker
• Caller Intranet Portal
• Web Technician Portal

• Knowledge Base
• Information Library
• Customer Profiles
• Asset Register
• Expert Directory
• Archiving Configuration
• Mail Manager

CALL MANAGEMENT
• Call logging via manual entry, email or the web
• Service Level Agreement configuration
• Category based call scripting to provide efficient first line support
• Allows entry of up to five levels of categories
• Recordable chats with online callers and technicians
• Mask technician names from callers
• Caller email correspondence routed back to the original ticket
• Problem Management
• Change Management

INTEGRATED TECHNOLOGIES
• PocketPC, Blackberry, SMS and Sametime

REPORTING
• Comprehensive Query & Export Tool using Excel or Intelliprint Templates

WEB PORTAL
• Customizable Caller Portal displayed in any language includes a self help Knowledge Base
• Technician Portal

PROFILE INFORMATION
• Configuration Management
• Asset Management
• Customer/Technician Profiling

REFERENCE INFORMATION
• Knowledge Base available which captures solutions
• Information Library
• Archive closed tickets
• HelpDeskPro has quarterly maintenance releases ensuring your investment is protected and future-proof

"I can honestly say that HelpDeskPro is an excellent product offering exactly what is needed from a helpdesk system and would definitely recommend it to any business that is on the lookout for a helpdesk product."

"Thank you for all your help when we moved to HelpDeskPro. The upgrade 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."

"HelpDeskPro is not the player that is a fortune to sign and expensive to keep. It is the solid reliable all rounder that quietly and efficiently gets on with the job. An integral part of the team, which should be the managers first choice"

Lotus Domino server version 6,7 or 8
Lotus Notes Client version 6.5, 7 or 8

Please refer to www.ibm.com for recommended hardware specifications.