You can email other agents from the admin menu, memos area.
Enterprise Ready IT Help Desk Systems
Are the HelpConnection.NET Help Desk System options really for a large company with Enterprise Level requirements?
Yes. This is an Enterprise Ready IT Help Desk support system, that has been built to accept heavy traffic loads, lots of data, and still retain speed.
This software is inexpensive enough for small businesses, but has been designed with big companies in mind!
There is only one HC.NET Help Desk software product, but there are different ways of getting it (buy license or let us host it), and this is why we mention systems (plural).
[ Why is it so inexpensive? ]
The following information should help address any Enterprise Ready concerns you may have about our IT help desk support systems. If you have any questions, please [contact us].
Robust IT Help Desk:
The IT help desk support system has been coded, and then hand combed for imperfections, to make it as elegant and streamlined as possible. It runs clean...simple as that.
HelpConnection has been designed only for an MS SQL (SQL Server) backend for this very reason. (The most robust MS database option.)
Fast Help Desk System:
Use of stored procedures helps to keep the database fast. All graphics are kept small in file size for quick loading.
No Limits Imposed?
Our help desk systems simply don't have any code added that will limit anything you can have. Period.
You may remove any visible HelpConnection.NET logos or text. You can even add your own logo (as long as you don't imply that you developed the software).
Source Code for Help Desk Support Systems:
HelpConnection is very flexible, and has many optional settings. As a result, the source code isn't required for most of our IT help desk support system clients. But, if you need want it, the source code
can be purchased for an additional $2000.
You can customize HC to look like your site, and change literally hundreds of optional settings from within the admin menu, and from the web.config files.
Need to change the way text reads, or change the language? All the text is found in one language file, and it can be edited.
English, German, Czech and Spanish language files are included to get you started.
Layout Styling
Need to add your own header/footer etc? Common (and editable) header and footer files are provided for this purpose. (You really can make your own IT help desk support system fit seemlessly into the rest of your site.)
Prefer different colors on the public side? There is a .css file for that, please feel free. Need customization help? We can arrange that! :)
Common Controls
In addition to the default look, there are many settings that can change the way your IT help desk system looks
and that includes some custom controls such as recent issue scrollers.
Want to read about some of the higher level features of our IT help desk support systems (besides basics like ticket submissions, email notifications, knowledgebase, etc.)?
[ Help Desk Systems Features Chart ]
Optional Addons for HC Help Desk & Knowledge Base System... Coming Soon.
Optional add-on modules are already being planned. Some that are currently being considered are listed below.
Reports Module
Our HC.NET help desk systems already have a Reports Generator built-in, and the ability to export Issue views into CSV files.
But we're planning an even more extensive reporting including customizable reports,
and the ability to export more data from multiple tables, into third party applications.
Assets Manager Module:
Some of our larger clients need to track some of their resources, and what help desk support issues are related to these assets. For example, this is useful for IT support when service is provided for specific hardware systems etc.
Chat Module
Your visitors can already look in the knowledge base system for solutions to their problems. They can also submit tickets via the help desk support system using emails or an online form.
But sometimes, visitors just want to ask a quick question from a live person. (This is especially useful for sales reps to speak with potential clients.)
So, we have a chat module planned. Since not everyone wants this feature, it will be available as a separate addon only.
SLA / Advanced Escalation Module
The HC.NET help desk systems already have an escalation system too. Escalation rules can currently be set in the Tools tab, application settings area of the admin side. (There are a variety of optional settings.) The planned module will be for advanced
escalation settings that may vary by client or under specific sets of rules. This ties in well with Service Level Agreement features since that will often determine when the deadline is for completing an issue, and therefore when it should be escalated.
Shopping Cart Module:
This addon would be for anyone who charges a fee for help desk support tickets, and would like to use PayPal or 2Checkout.com. It would contain levels of support
and could tie in with category roles, so that clients pay to be able to submit questions to specific categories for either a specified length of time, or a specified number of tickets.
Suggestions for a better Enterprise Ready IT Help Desk System?
We have a lot of ideas, but client suggestions get the highest priority.
If there is an add-on functionality you'd like to see, or if you have ideas to improve existing features for our IT help desk support systems, we'd love to hear from you. [ Offer a IT Help Desk System Suggestion ]
No Limits ...
Unlimited Number of IT Help Desk Support Reps:
You can call them customer support representatives, technicians, admin agents, managers, executives... whatever you like.
In any case, the *Unlimited Agent License doesn't limit you to how many there should be. In fact, we make it flexible by providing a security levels designer where you can decide
which agents can do which functions... right down to whether or not they can edit an issue category or add an answer template!
Unlimited Number of Clients:
Again... we don't want to limit you. We have not added any code to restrict how many clients you can have.
Since we anticipate you having lots of clients, you can even group clients to help you email them about important information.
Need to limit access so clients can only ask questions in certain categories? We've got roles for that too.
Unlimited Number of Categories:
Only you know how many categories you need to organize your issues. We aren't about to enforce this, you need flexibility!
In fact, we even give you an unlimited number of sub-categories for each of your unlimited categories. Not enough? Well, in our IT help desk systems there's also an
unlimited number of sub-categories for your sub-categories. Yes, 3 levels of category levels, each unlimited.
It'll help for your internal issues or for your public side knowledgebase.
Go ahead... get organized!
Unlimited Number of Drafts (Answer Templates):
Nope, we don't limit these either. In fact, you can categorize them to keep them organized.
Unlimited Number of Contacts and Tasks in the Help Desk Support Systems:
Same, still no limits.
Why is it so inexpensive?
Yes, HelpConnection.NET is inexpensive, for this level of IT help desk application. We can sell our software inexpensively simply because it is well built. It's designed for flexibility so we have a wide market share. (Inexpensive, but never cheap.)
By the way, if you are embarrassed to approach the big guy with a proposal for such an inexpensive help desk support system, we can raise the price just for you! ;)
- Contact us via our [customer support area].
Support Costs:
Another reason why it can be so affordable, is that we don't typically have many support issues from our clients. (Yes, it's that well built, and we use the HC IT help desk support systems for our own support, so we're efficient too.)
In fact, since big companies often have their own asp.net programmers, they tend to submit the least number of tickets.
A license purchase of HC.net comes with 90 days of free support. After that, a support contract is required. In this way, only the clients who need more help actually have to pay more.
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