Help Star
Overview
HelpSTAR help desk software is an out of the box solution. Like other help desk solutions on the market, HelpSTAR offers a variety of features to manage the total help desk process and post evaluation for total quality improvement. You can purchase a 2-person license for about $5,000. Additional licenses are in the $700 range. The product is top notch and more sophisticated than the others I reviewed. Using it was a pleasure and enabled me to do my job more effectively and I had an increased number of satisfied clients as a result.
What are its standard features?
As I am a director of support services, a product that adequately supports my organization’s needs, will not only provide a great help desk solution, but it will also increase productivity across the departments that we service. HelpSTAR provided me with a complete solution, which enabled my department to claim efficiencies throughout the organization. During bonus time, this added to my person bottom line!
Installation was a breeze, thanks to the wizards that walked me through each step. The wizards assisted with understanding the relationship between the data that I was using across the system. For example, when adding users, HelpSTAR was clear to define the user as internal or client. The user permissions allowed for a decent amount of flexibility. Within 20 minutes, we were up and running. This was the quickest installation I have seen in this type of a software platform.
The features include problem and incident management, knowledge, change and asset management. The reporting features were of interest to me as they offered data analysis that could be applied to my total organization, not just my department. Asset and configuration management are also standard with this program.
Why is their product unique?
Like other products in this arena, HelpSTAR offers many features. After using the product, it becomes clear that these features were well thought out, with great detail. Some of the other systems reviewed seemed to be more concerned with the number of features available, not the value of each to the user. HelpSTAR addresses the concerns of support staff, management, and the customer as well. This ensures that every at every touch point, the user has a better experience with the product and can get their jobs done quickly and efficiently.
What can they improve upon?
Given the sophistication lever of the product, we expect bugs and system issues to be present. The problem is that the bugs are, in my opinion, not addressed to my satisfaction. The database is not portable, like some of the other programs. Finally, despite my high speed internet connection, the web component does not run as quickly as the others that I reviewed.
What type of company does their product fit best?
This product is great for a small business, which needs a program they can grow with, and larger businesses that seek to improve upon what they are already using.
Filed under: Help Desk Software, Help Desk Software Reviews