HelpConnection.NET is a flexible and affordable help desk program that can be used online (SaaS) or installed locally. The agent side is highly ... Web-Based Software Review
Most hosted help desk solutions actually have only one software installation (shared by many client companies). But since certain changes will affect everyone, this doesn't allow you to be in control. With Quick Start, you have your very own hosting plan, and your own installation.
Want to change the terminology? - Fine. It's easy!
Aaack! Don't care about any of that? - No problem.
Or, buy it...
Prefer to host your own software?
Licenses are also available for a one-time price, from our Purchase tab.
While comparison shopping, verify the needed software features. But check for this type of flexibility too.
How it Works
We'll install the HelpConnection.NET software on a hosted Windows plan, which we will arrange and pay for. When we're done, we'll send you links and your new support email address information.
Then, you can manage HC using any online browser. You don't need to worry about any other system or software requirements.
When you're ready to use the customer portal, 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, and we'll deal with the host on your behalf.
But, once you've been using HC for a while, and don't need much support, you may want to host the software yourself. At any time, you can buy the software (even the source code is available for sale), and cancel your Quick Start 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 existing hosting account yourself. (Easier option as no move is required.)
We'll install the HelpConnection.NET software on a hosted Windows plan, which we will arrange and pay for. When we're done, we'll send you links and your new support email address information.
Then, you can manage HC using any online browser. You don't need to worry about any other system or software requirements.
When you're ready to use the customer portal, 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, and we'll deal with the host on your behalf.
But, once you've been using HC for a while, and don't need much support, you may want to host the software yourself. At any time, you can buy the software (even the source code is available for sale), and cancel your Quick Start 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 existing hosting account yourself. (Easier option as no move is required.)
True, but there are many web-based service desk programs out there, and several companies offer software as a service (SaaS).
So, why is our hosted Help Desk & Knowledge Base plan better than other SaaS offerings?
* FANTASTIC SOFTWARE! This is a well designed help desk and knowledge base software application. You have probably already checked out the features of HC, and tried the demo. (See the links on the left.) So, you know already this is really great software.
We are the only company offering the Help Connection.NET solution, on a hosted / pay per month basis. If you love HC, we have something in common already!
* FLEXIBLE: This is not a single hosted plan, which is shared by many HC users. This is your very own hosting plan, with your own private HC 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 headers / footers to truly be 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 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.
* SECURITY: Your own hosted plan means that you can put the whole thing 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.
What if you change your mind? There are no penalties, and many options. For example, you can purchase the HC software outright and we'll sign over the hosting package to you so you can continue with the same hosting and existing 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 SUPPORT: 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 OTHERS 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.)
Online users guides will be available for you to use, any time.
And help is just an email or support ticket away.
BENEFITS OF HOSTED HC vs. PURCHASED HC LICENSE
Hosted HC - Benefits
Fastest & easiest way to get started.
No system requirements, will work with any browser.
No server or hosting plan required.
No expensive supporting software required.
No technical skills required.
No large initial investment.
No long-term commitment.
Additional support and upgrades included.
No worries!
Purchased HC 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.
HOME
