HelpConnection.NET is more than just a helpdesk script. It is a bag full of professional customer support tools — a self-service client support ... Ahmad Permessur, Editor- HotScripts.com
Use our Hero Help Desk service plan to get your own HelpConnection (HC) online service desk management software, with a knowledge base, in about one minute!
Getting started is faster and easier than ever,and there are no worries!
Unprecidented Control for Online Help Desk Management Software
Most hosted online help desk management software systems actually have only one software installation! This is then shared by many or even all of their client companies. But since certain changes will affect everyone, this doesn't allow you to be in control.
With Hero Help Desk, you have your very own online service desk management software installation... even if you don't have your own website! And best of all, you don't even have to know anything about it. We'll look after it all.
So, what's the difference? With your own hosting plan, there really can be flexibility in your hosted service desk management software.
While comparison shopping for hosted help desk software solutions and online knowledge base management, be sure to verify the needed service desk management software features. But check for this type of flexibility too. (After all, you're paying for it... so it should be your software, your way!)
How our Online Help Desk and Knowledge Base Software Works
We'll install the HelpConnection.NET customer service management software and database, on a Windows server. When we're done, we'll send you links and your new support email address information.
Then, you can manage your new HC online help desk software using any online browser. You don't need to worry about any other system or software requirements.
When you're ready to use the online knowledge base software or client ticket submission, just tell your customers where to go! ;) You can link to the customer portal from your website, or give out the URL. Or, just give them the dedicated email address; their emails can be captured as tickets automatically. The solution even has a mass customer email utility that can be used to tell existing customers all about it.
Later...
Nothing needs to ever change; allow us to continue hosting you.
While we host you, you'll always be using the most recent software version, support will be available to you via our own HC.NET online customer service management implementation, and we'll deal with the host on your behalf.
But, once you've been using your HC online help desk software for a while, and don't need much support, you may want to host the HC service desk software solution yourself (for either online internet or intranet use). At any time, you can buy the help desk and knowledge base software (even the source code is available for sale), and cancel your Hero Help Desk plan. If you request it before your hosting is cancelled, we'll happily obtain a copy of your existing implementation and database. Or, as a third option, you can buy the license and take over the currently online hosting account yourself. (Easier option as no move is required.)
The best hosted help desk management software plan online!
Why buy when you can lease?
True, but there are many web-based service desk programs out there, and several companies offer service desk software as a service (SaaS).
So, why is our hosted Help Desk & Knowledge Base solution better than other hosted help desk management systems?
FANTASTIC ONLINE HELP DESK SOFTWARE WITH KNOWLEDGE BASE!
This is a well designed help desk and knowledge base software application, that is intended to be used online. You have probably already checked out the features of HC, and tried the online help desk management software demo. So, you know already this is really great software.
As the developers, we are the only company offering the Help Connection.NET solutions, on a hosted / pay per month basis. If you love HC, we have something in common already!
FLEXIBLE ONLINE IMPLEMENTATIONS
This is not a single installation, shared by many of our HC clients! This is your very own HC online service desk software installation, and your own separate database.
This means...
You are not limited to using our domain name for your support desk. If you have a prefered domain name that is not already being used, we can use that.
We can set up an email account of your choice, to be used by the customer service software. It doesn't have to be something like support@yourdomain.helpconnection.net! It can even be jojo@yourdomain.com... it's up to you.
Want your online help desk to have headers / footers that are truly seamless? (Not some canned, prefabricated color with just some text and a logo pasted into some predetermined spot ... but we can actually duplicate the header/footer from your site, with all the links back to your site. It's actually possible for your users not to realize they've ever left your original site.)
Many other application wide settings are available that can be unique to your preferences. For example: Flood Control, whether suggested KB articles should be offered to clients before their tickets can be submitted... etc.
Terminology and languages can be changed. All visible language is in one file...that you can control.
ONLINE SECURITY
Your own hosted plan means that you can put the whole help desk management software solution behind a secure server (SSL) if desired, you could even use your own certificate. If you're sharing a hosting plan with others, this is probably not an option. (And you certainly won't be able to apply your own certificate.) And, you have your own database, not one shared by other users.
PORTABILITY
Your data can be exported in .csv format via the application. But since you have your own database, you can get actual backups too. No worries about losing the valuable knowledge base that you've built up, even if you no longer want the service desk management software to be hosted for you!
What if you change your mind?
No problem! There are no penalties, and many options. For example, you can purchase the HC service desk software outright and we'll sign over the hosting package to you so you can continue with the same hosting and existing service desk software installation! Another option would be to purchase, and request a copy of the whole installation with a new license key, with minimal changes, you can duplicate your previous installation with data and customizations... to host it anywhere you want (including your own servers).
FUTURE UPGRADES
As long as you remain hosted with us, we'll upgrade your software to the newest version releases.
DEDICATED CUSTOMER SERVICE
Support (by the actual developer, not just a forum) is included with your hosting. For even faster support or if you have many support reps that will need support, different levels of support contracts are also available. We develop the software ourselves, so we can answer your questions.
CUSTOMIZATION SERVICES
Customization services are not included in your hosting price. However, we can provide a quote and timeline for customization services. We can help you duplicate your site header/footer. We offer implementation services and data transfer services. If you want, we can even host your asp or asp.net site along with the software. Need features that aren't there yet? We may be able to help... just let us know.
RELIABILITY:
We are using Infosaic.com for our hosting packages. Other than this partnership, and the fact that we have hosted our parent site (Expinion.net) with Infosaic for several happy years, we are not affiliated with Infosaic. They aren't the cheapest, but we think they are the best. That reliability and service will be passed along to your hosting. Since our customers are being spread out over several servers, and the software has been built for enterprise users, you can be sure of reliability.
WHY DON'T OTHER HOSTED HELP DESK SOFTWARE COMPANIES OFFER THIS?
Good question! (They should. Because separate hosting is better for you, the customer.)
But, separate installations for every client, on a separate hosting plan can be labor intensive and expensive... for the host / developer. (Especially if the software is poorly designed to begin with.) Luckily, you don't have to worry, we've got it all covered.
Most companies aren't prepared to offer this, simply because it isn't the easiest option for them. Other possiblilites... Maybe their product simply isn't flexible enough? Support is certainly easier if you don't have many options. Or could it be about profitability alone?
Suggestion: If it isn't easy enough for the developer to install a separate installation for you, how easy will the software be for you to install and use. (If buying the software license is even an option.)
HOW CAN I GET MY ONLINE SERVICE DESK MANAGEMENT SOFTWARE?
It's so easy!
Visit our Hero Help Desk site, and click the Start Now link. Fill in the fields. (No payment information required for 45 day free trial.)
In about a minute, your own hosted help desk system will be installed, with working email, and ready for you to begin customizing and using.
Your new URLs, support email address, and other information will be emailed to you.
Before your free trial expires, we'll send you an email. At the end, you can begin inexpensive recurring payments to continue using your existing installation, or just let the trial expire.
BENEFITS OF HOSTED SERVICE DESK SOFTWARE vs. PURCHASED HC CUSTOMER SERVICE DESK LICENSE
Hosted Online Help Desk Software - Benefits
Fastest & easiest way to get started.
No system requirements, will work with any browser.
No server or hosting plan required.
No security threats by putting your server online.
No expensive supporting software required.
No technical skills required.
No large initial investment.
No long-term commitment.
Additional customer service, support and upgrades from HelpConnection staff is included.
No worries!
Purchased HC Help Desk and Knowledge Base License - Benefits
License is owned, not leased.
One time purchase, with no recurring fees.
Data can be kept entirely in-house. (Not remotely hosted.)
Source code can also be purchased.
WHAT'S THE DIFFERENCE BETWEEN THE TERMS "ONLINE CUSTOMER SERVICE MANAGEMENT SOFTWARE", and "HELP DESK MANAGEMENT SOFTWARE SYSTEMS"?
Essentially... nothing! The term online customer service management is broader than the term online help desk management software. Generally both will include incident management as this is the cornerstone of a help desk that offers customer service to either internal or external customers. Our software also includes knowledge base software that is built in, which many of our competitors sell as an addon or separate module. In our case, please consider the terms online customer service management software and online help desk management software as the same. The main reason we use both on this page is simply for SEO purposes. (You found us, right? Now, check out the software itself to see why we are fast becoming a leading supplier of hosted service desk software solutions.)
WHY DO WE TALK ABOUT HC SOFTWARE SOLUTIONS?
We only have developed one HC customer service system. So, when you purchase the help desk and knowledge base software system, and host it yourself, there is only one option available (unlimited number of agents). But when we talk about solutions (plural) on this page, it's because with our hosted Hero Help Desk customer service system you will be choosing between three different options.
5 Agents
10 Agents
Unlimited Agents
WHAT'S THE DIFFERENCE BETWEEN THE FOLLOWING TERMS
"AGENT" and "ADMIN" and "IT CUSTOMER SERVICE REPRESENTATIVE"?
In our case, the terms are interchangable. Our HC.NET help desk and knowledge base software system refers to all of the above as agent. This terminology can be changed easily in our language file if you prefer another term.
An important note about the HC.NET (whether bought and hosted online yourself or whether you use the hosted Hero Help Desk System), you can create as many customer security levels as you like. There are 95 different security settings that can be applied to any agent, for a total of 4465 possible combinations! So, no...unlike some of our competitors we don't simply name the most commonly used security settings as rules that you are forced to follow for supervisors, executives, it support techs, service representatives, sales reps, clerks, etc. Name them whatever you like. :) For simplification purposes, we call all these options as your agents.
In other words, for our purposes... an agent is anyone who can login to your HC.NET customer service management software's admin area.
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