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Help Centric - Help desk software and contact management software.
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Help Centric is one of the most comprehensive and portable Help Desk Systems on the market. Offer your customers the ease of opening and tracking help tickets, while you delegate and manage them efficiently using the administration tool. Save your company money by avoiding monthly Help Desk program fees. Works with any combination of our products using IntegrateNow technology.For a Limited Time: Enter "save25now" in the promotional code field on the checkout page to save 25% on your order today!
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| Price $ 65.00 |
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Features Specific To This Product
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Help Ticket Management |
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• Automatic customer profile matching via e-mail address, account/password, and requestor name. |
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• Dual profile display provided to compare requestor provided information against system generated match. |
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• Help ticket templates for automatic responses to easy tickets such as: password reminders, news letters, etc. |
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• Notification e-mails are sent to the ticket requestor upon creation, and when the ticket is resolved. |
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• The administrator automatically receives a notification e-mail when a help ticket is created. |
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• Help ticket tracking provided for customers to review the progress of help tickets through your site. |
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• Help Ticket fields include: open date, prime, problem type, description, name, e-mail, account, password. |
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• Help ticket resolution fields include: close date, action, response type, response/e-mail text, comments, initials. |
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• Help Centric provides automatic configurations for sending e-mails using: CDOSYS or ASPmail. |
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• Sending e-mails can be turned off or on through a simple configuration toggle feature. |
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Knowledge Base and Solution Management |
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• Solutions and Problems are stored in a searchable knowledge base accessible to administrators and techs. |
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• A solution may be added to the knowledge base by clicking a check box on the response form. |
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• Solutions may be added through add/edit pages for migration from existing help desk systems/spreadsheets. |
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• Knowledge base icon opens a new browser window for searching on problems or solutions. |
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Administration Application |
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• Company and contact management screens provided. |
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• Knowledge base solution management screens supplied. |
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• A sample web site is included to assist in placing the help ticket creation and tracking forms on your site. |
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Security and Restriction Controls |
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• Separate admin and technician applications for delegating tickets and providing help ticket work queues. |
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• When a technician logs in, their work queue will only display help tickets assigned to them. |
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• Ability for the administrator to respond to a help ticket without assigning it to a technician. |
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• Ability for the technician or administrator to create a ticket as well as a customer (help form on site). |
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• Centralized database design that includes core, and sub-core tables ... see IntegrateNow. |
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• All products can be used independently or together, forming an application suite tailored for your business. |
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• Normalized database design to avoid redundant data storage and maximize retrieval efficiency. |
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• Integration with legacy enterprise resource planning systems is made easy due to pre-planned data mapping. |
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• Business entities (companies, contacts, projects, etc.) are stored with numeric system identifiers. |
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• Exclusive usage of stored procedures to perform all database calls; except some report generators. |
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Security / Scalability / Installation
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• Easy installation (FTP the ASP files up to your server, and run the database script). |
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• Products use a "keyed-cookie" that has a name and a key for increased security and data organization. |
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• "Logout" feature to end a session when a user has completed their work. |
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• User credentials verified on every page of the application, not just on the login page. |
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• Exclusive grouped security model that is database driven and restricts access for teams, projects, etc. |
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• Built in security levels that control a user's access to important or sensitive information, in every application. |
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• Global use of stored procedures put sensitive SQL commands in a strict and hidden environment. |
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• Applications keep the use of the querystring to a minimum, and utilize cookie values where possible. |
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• Applications are designed with scalable work flows that can be altered to handle almost any business. |
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• Double Integers are used to store business entity id's to enable massive amounts of data. |
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• Separate bill-to and ship-to addresses provide the needed diversity for invoicing and shipping. |
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Configurations and Customizations
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• Canned configurations included for quick customizations, and source code for more in depth changes. |
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• Include files used for site headers/footers, common functions, etc., so changes can be reflected globally. |
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• Folders, stored procedures and image files are named using an alphabetically sortable format. |
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• Comments included in every source code paragraph, making it easy to understand and change. |
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• In-application security configurations enabling approval primes, task hours/billing approvals, etc. |
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• International symbols and icons used to speed navigation in: tab toolbars, sub-menus, summary listings, etc. |
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• Utilization of cascading style sheets (CSS) to standardize look and feel of text and hyperlinks. |
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• Tab oriented graphical user interface (GUI) to enable quick and familiar navigation. |
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• Application section sub-menus make getting around easy and productive. |
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• Placement of entity add, edit, delete, and listing links are congruent throughout applications. |
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• Relative screen sizing within browser to maximize window usage. |
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• Browser compatible for various versions of Internet Explorer (IE), FireFox, Safari, and Chrome. |
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