Help Desk Software Tracks Bugs, Issues, Support Tickets

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk application that improves companies' service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process.

Chennai, India (PRWEB) November 12, 2008 -- Help desk Software Tracks Bugs, Issues, Support Tickets (http://www.helpdeskpilot.com)

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk (http://www.helpdeskpilot.com/software-solutions/help-desk-software.php) application that improves companies' service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process. Unlike expensive web-based helpdesk services, Helpdesk Pilot runs on your servers, and has no monthly fees.

Helpdesk Pilot turns customers' emails into tickets. The built-in parser analyzes incoming emails, sorts them by department, determines the proper response, and tracks activity. You can easily set up autoresponders to tell customers that their help requests are being worked on.

Customers can log into the Customer Service Portal to find the status of their help request, and to browse the knowledge base to find solutions. The interface is available in English, German, Spanish, Arabic, Norwegian, Portuguese (Brazil), Portuguese (Portugal), Danish, Dutch, Russian, and French.

The program's ticket management support system (http://www.helpdeskpilot.com/software-solutions/it-support-system.php) makes tracking efficient. You'll know the status of each help request instantly. It's easy to perform operations on any ticket, or group of tickets. You can move or route tickets across departments, facilitating collaboration across support teams.

All ticket actions are recorded, and are instantly available to support staff. The activity log includes incoming and outgoing messages, as well as all changes in status. Similar tickets are identified, enabling staff to read about related problems that occurred earlier. Staff members can record private notes on a ticket to facilitate internal communication, with no fear that the customer will find these comments.

Helpdesk Pilot's administration platform lets you optimize the software for your business. You can add departments, staff members, customized email templates, and canned replies. By adding custom fields to the database, you can tailor the customer management process to your exact requirements.

The program provides comprehensive statistics on activities, participation, and the time spent resolving problems. Most of the built-in reports let you drill down to specific tickets for further analysis. If the report system cannot provide the specific information that you need, Tenmiles will create a custom report for you.

New features in version 4 include a streamlined query structure with faster searching and listing of tickets; a ticket status filter on the customer panel; RSS for customer and administration panels; improved HTML handling of emails; the ability to search with filters; and mass replies from the Tickets View page; and an enhanced statistics package.

Helpdesk Pilot's functionality can be extended with a library of affordable plugins. The $69.95 knowledge base (http://www.helpdeskpilot.com/helpdesk/plugins/knowledgebase.php) plugin lets customers easily search through articles, to find answers to their own support questions; the $69.95 SLA Management (http://www.helpdeskpilot.com/helpdesk/plugins/sla.php) plugin is a configurable escalation module that keeps track of tickets that remain unanswered and sends a notification email to the appropriate staff members about the ticket; and the $49.95 LDAP plugin is an active directory/LDAP module that ensures security by performing logins against one or more active directories.

The $99.95 branding-free plugin is a module that lets you remove the Tenmiles branding from Helpdesk Pilot to allow re-branding; the notice manager plugin is a module that lets you customize messages on your customers' help desk screens, and is available without charge; and the spam prevention plugin is a free Captcha module that prevents robot-based spam by requiring users to type a sequence of numbers and letters along with their help desk request.

Helpdesk Pilot v. 4 is written in PHP, and supports both MySQL and SQL Server. It runs on any Windows, UNIX/Linux, or Macintosh dedicated server, shared hosting, or intranet. Pricing begins at $299.95(US). Visit http://www.helpdeskpilot.com/ to sign up for a 15-day online trial, with no need to download or install the software.

Editorial Evaluation Copy Available on Request

About Tenmiles Corporation (http://www.tenmiles.com):

Tenmiles Corporation is an independent software development company based in Chennai, India. Tenmiles offers both Windows based desktop and web based applications targeted towards small and medium businesses.

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