Help Desk Software

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Revelation helpdesk is designed to work the way you work. Take a look at our internal structure and you will easily understand how Revelation helpdesk 2010 is the support solution for you.

Help Desk software is a critical tool for any business to have. Companies can benefit from tracking issues, accessing customer call history, automating services, and retrieving data instantly.

Westport, CT — November 11, 2004

YellowFish Software, a leading provider of helpdesk software for the IT incident management market, today released Revelation TM Helpdesk 3.2, the newest version of its Web-based, Revelation Help Desk software package.

Revelation Helpdesk 3.2 helps IT departments and technical support organizations improve their end user support programs with an intuitive approach to incident management that maximizes human resources, streamlines processes and improves customer service.

While the base configuration offers an effective helpdesk solution for small and mid-sized organizations supporting hundreds of end users, Revelation 3.2′s modular structure is scaleable to organizations with thousands of end users.

The nimble, browser-based interface of Revelation 3.2 enables service professionals to receive and report on the disposition of more end-user incidents in real time. Statistics gathered by YellowFish Software show that technicians can log a service call in half the time it takes in other systems. In addition, Revelation 3.2 delivers a high return on investment with a low total cost of ownership for IT management. This is particularly appealing to corporate, government, legal, outsourced IT providers and educational customers in tough economic times.

According to YellowFish CEO, Nick Juliusburger, “This is a system designed by helpdesk professionals for helpdesk professionals. Revelation 3.2 evolved from a very simple customer request: Help desk management has long asked for a cost-effective incident tracking software. Revelation Helpdesk offers the right benefits — precision tracking, ease-of-use and forward-looking management reporting — to IT professionals who are ‘time-crunched’ and frustrated by ineffective products.”

Juliusburger added that, “Our customers are our most important asset. Revelation Helpdesk 3.2 contains many of their most requested enhancements. It is this desire to listen to our users that helps Revelation evolve and continue to meet the needs of all constituents in the IT support process — support staff, management and end users — improving efficiencies and productivity for each. We believe this is the reason for our 90+ percent customer satisfaction.”

According to Monica Rhoden, a support engineer with St. JosephÂ?s Hospital of Augusta, and a Revelation customer, “We used Support Magic for many years and find Revelation Helpdesk to be very user friendly and easy to navigate. We had no trouble switching to a web based application. Revelation has exceeded our initial expectations.”

Notably, Revelation 3.2′s new licensing model offers customers a base configuration with additional modules that tailor the software to clients’ specific needs. There are eight modules that customers can choose to purchase.

Revelation 3.2 also features integrated activity, performance, trend, resource and administrative reports to help managers monitor help desk activity and plan for the future; an intuitive ticket management system that makes it easy to know the status of open tickets; prioritization capabilities to rationalize support labor commitments; SLA management features with support for working hours and holidays; escalation features including ‘respond by,’ ‘resolve by’ dates and alarms to insure they are met; Web-based architecture that requires little or no maintenance of the application by IT staff; customizable IT staff and end-user interfaces, including status of all problems logged; email submission of tickets, including attachments; an ergonomic interface with no screen clutter; compliance with Government rule Section 508 related to handicapped access; and work requests that are adjusted in real time for any time zone.

Founded in 2000 and headquartered in Westport, Conn., YellowFish Software is a privately held company that offers comprehensive help desk management software solutions. As the creator of Revelation Helpdesk software, a 100 percent Web-based helpdesk solution YellowFish Software ensures a significant impact on the way customers provide IT support and incident management. Customers include Honeywell, Boeing, The U.S. Army, & The National Center for Missing and Exploited Children. Revelation Helpdesk excels at providing the critical information needed to make appropriate and effective management decisions in real time. For more information visit our web site at www.revelationhelpdesk.com.

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Related Helpdesk Software Press Releases

— June 5, 2003

LBE Toolbox for MS Outlook makes it easy to save space and time by removing duplicate Contacts, Emails, Appointments and Tasks. It can also strip email attachments, send multiple emails as individual messages, monitor the status of up to four web sites and open several of your favorite web sites – all at the touch of a button.

In particular, users of PDA devices will appreciate the ease at which duplicates caused by synchronization errors are fixed.

LBE Toolbox requires Outlook 98 or later and costs just US for a single user licence. All purchases have a 30 day money back guarantee. A 45 day trial is available for download from http://www.LbeToolbox.com. For more information contact LBE@LbeToolbox.com or at:

Leigh Business Enterprises Ltd.

2 Dorland Gardens

Totton

Hampshire, SO40 8WR, UK.

Tel: +44 (0) 870 741 9887

Fax: +44 (0) 870 121 5580

Company History

Leigh Business Enterprises Ltd. is a UK based software consultancy specializing in the development of helpdesk software and other applications since 1991. Clients come from all over the world and include all types and sizes of business.

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Evaluation Copy Available on Request

Find More Helpdesk Software Press Releases

Self-serve password reset integrates with helpdesk software

— May 17, 2010

PRD Software is delighted to announce a formal partnership with industry-leading password reset supplier, Specops. The partnership gives PRD Software clients the ability to achieve a tight integration between automated self-service passwords reset, and the award-winning help desk / service management software, PRD HelpMaster.

One of the biggest causes for helpdesk calls is forgotten passwords, so the partnership between a Specops and PRD Software is both strategic and logical for each company. The real winners though, become the clients who are able to quickly and easily reset their own Windows password, without having to call the helpdesk. Software developers in both companies have collaborated to create a solution that not only provides best-in-class password reset, but also logs the event in PRD HelpMaster as a help desk incident. This allows service delivery managers and companies using both solutions to quickly determine the frequency and efficiency of self-service password reset technology. Integration details can be viewed at http://www.helpmasterpro.com/products/password-reset.aspx

Rod Weir – PRD Software managing director commented, “PRD Software evaluated many password-reset solutions in our search for a solution that we would recommend to our world-wide clients, and integrate into HelpMaster. After seeing the Specops solution demonstrated we were immediately impressed by its

functionality, design and architecture. Its integration into the Windows group policy sets it apart from other solutions that require a dedicated database installation and complex configuration. Specops password reset is a smart solution, from a smart company. It looks great, is easy to administer and it integrates very well with PRD HelpMaster.”

Johan Ögren, President at Specops Software (www.specopssoft.com), is excited about the partnership: “It was a natural fit for Specops Software to partner with PRD. PRD’s customers have a problem that we solve and now with this integrated solution, PRD HelpMaster and the PRD team can solve the most common incident the Help desk deals with in a cost effective manner that is rapidly deployed and nicely integrated.”

About PRD Software

PRD Software (www.helpmasterpro.com) is the developer of PRD HelpMaster – a service management software solution for IT and support professionals working in the hel pdesk and service management industry. PRD HelpMaster is developed using the latest Microsoft .NET technology and is available in both a Windows and Web interface. Integrated modules include Active Directory, Incident Management, Problem Management, Email Response Management, Knowledge base, SLA / escalation module, Assets register and more. PRD HelpMaster is currently being used around the world in a wide range of industries including, finance, education, business, medical, and hospitality and local government.

Headquartered in the Australian capital, Canberra, PRD Software has delivered help desk and service desk solutions since 1996. PRD Software are passionate about creating the best value service desk software and providing the professional support and services to our clients around the world.

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London, UK — December 23, 2009

ICCM Solutions today announced the release by OVUM Butler Group of their technology audit specifically on ICCM’s IT Service Management (ITSM) and Helpdesk software. By utilising Metastorm BPM® as a business technology and building ITIL® aligned processes from the ground up, ICCM’s software allows instant process and business integration from within the ITSM toolset.

The report that was produced by Stephen Mann, Senior Analyst for OVUM states that: “ICCM, through the use of BPM, differentiates itself from the ITSM vendor pack with a solution that delivers the required functionality with the additional benefits of BPM. Mann continues: and, in Ovum’s opinion, this will stand it well in what is now an overpopulated ITSM tool market.”

Mann further explains: “ICCM’s ITSM software portfolio delivers against all of the core ITIL v3 processes (with flexibility based on customer need), and should be considered by any organisation, from mid-sized SMEs upwards, seeking to meet corporate requirements for an ITSM-enabling tool.

James Gay, Director, Sales & Marketing for ICCM explained; “This independent audit confirms that ICCM adds a unique approach to the ITSM product landscape in that it leverages the capabilities and functionality of BPM technology to provide unrivalled flexibility and agility, with customers achieving rapid deployment times simply not capable with other established ITSM toolsets.”

ICCM has already beaten World Leaders in the IT Service Management field with investment into our product from many global brands, including, Tesco, BBC Worldwide, Qualcomm, DHL and The British Transport Police to name a few.

About OVUM Butler Group:

OVUM is a resolutely independent advisory organisation, combining the ICT expertise of Datamonitor Technology, Butler Group and Ovum Tech, with Datamonitor Group’s 350 business analysts and relationships with 18 of the largest 20 global corporations; and, is uniquely positioned to provide practical advice to the technology, telecoms and other business sectors. OVUM’s clients have access to research and support from best-in-class analyst and consulting teams, turning analysis and insight into action. Research and advisory services make clients’ planning more effective, and help them to identify and assess relevant business opportunities. OVUM doesn’t just advise its clients, it collaborates with them to help them exploit these opportunities and to turn them into business results. At the heart of OVUM’s approach is its mission to help, to be approachable, responsive and focused on clients’ business issues, and to provide pragmatic and actionable advice and recommendations.

About ICCM:

Extraordinary Service Desk Software created within the Leading Process Improvement Architecture

ICCM’s core objective is to provide revolutionary software and superior services to organisations aspiring to Best Practice Service Management. Rather than the legacy “application development” driven approach that many vendors in the market have adopted, ICCM’s forward-thinking approach blends their first-class ITIL® aligned Service Desk tool with the functionality of business technology in the form of Metastorm BPM®. This collaboration delivers unparalleled Service Management capabilities across all industries and business functions in almost every geographical region.

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More Helpdesk Software Press Releases

— March 20, 2007

QualityUnit Ltd has announced release of Support Center 1.0

– a savvy web based helpdesk software solution, with intuitive AJAX based interface and with “less is more” approach.

Support Center 1.0 is AJAX, PHP / MySQL helpdesk software for small to mid-sizes businesses. It provides organizations with ability to set up centralized email management & support ticket system for communication with customers.

Along with all the important features, easy learning curve and fast and easy to use AJAX interface, it makes addressing customer questions quick and painless.

Support Center 1.0 features:

Full trouble ticket management based on queues, priorities, statuses, ticket ownership etc

Queue management — assign support agents (staff) and tickets to queues automatically

Powerful email parser

Staff management

Real-time reporting and statistics

No limitations on number of staff, queues, POP accounts etc

Multilingual, brandable application with API programming interface

Pricing and Deployment:

Support Center is a cross platform application that can be deployed on any server including Linux, Windows, Macintosh and BSD. Support Center single site license is available for , with unlimited users and email accounts supported.

For more information visit: http://www.qualityunit.com/supportcenter/

About QualityUnit:

QualityUnit is an independent software development company based in Slovak republic, European Union. QualityUnit provides wide range of products for online businesses and has more than two thousands of customers worldwide.

Contact:

Martin Melisek

Sales, QualityUnit.com

http://www.QualityUnit.com/contact-us.html

Support Center is powerful and easy-to-use helpdesk and customer support software

that allows you to take control of your company inbox, and productively handle interactions between you and your clients.

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— November 19, 2004

ARE HelpDesk Software, a leading developer of .Net based CRM software, today announced it is shipping Active Request Engine Help Desk 3.3. arehelpdesk.com on demand CRM will offer complete, fully interactive business intelligence analytic capabilities that allow you to gain deep insight into your operation, by asking any question to any one in your organization about anything business related, at anytime you wish.

The New Active Request Engine 3.3 is an information work management system that betters the collaboration amongst end users, peers and teams. Improve customer satisfaction with better customer value through benchmarked ROI. With web based .net technologies, you establish overall solutions for ongoing requests long-term while maximizing performance today!

A significant addition in this release is the inclusion of core Web Services infrastructure, ensuring easy and seamless integration with third party applications. Customers can now link to 3rd party asset inventory and auto discovery other help desk tools they already invested in.

No Training Involved

The Microsoft Windows XP look, concrete flow, design and terminology enables users to easily learn and manage the Active Request Engine CRM Help Desk, where no or minimal training is involved.

Self-Managed and Cost Efficient

Encourages users to be proactive by tracking and managing problems, requests, tasks and work orders submitted and assigned to and from any division of your organization, via email notification. Requests are instantly stored on a bulletin to view and manage, in addition to featuring an incomparable knowledge base for user reference; hence, virtual efficiency and overall long-term operational cost savings.

It’s Straight Forward

No other help desk software takes the technology that IT has been utilizing for years and makes it available for end-users to collaborate with one another in a sophisticated, yet easy-to-use centralized way of managing communication.

For more information please contact us at www.arehelpdesk.com

Tom Marquez

ARE HelpDesk Solutions

Project Engineer

209-518-1378

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Service desk explorer

Canberra, Australia — October 7, 2009

PRD Software announces the release of the next major version of the award-winning hepdesk / service desk solution, HelpMaster Pro v9.1. This new version has several major enhancements to the core functionality, including the ability for helpdesk technicians to belong to mutliple skill-groups within the system. This allows organizations to create more efficient helpdesk and service workflow by partitioning work requests into different service channels, and then designing workflow processes and automation around those channels.

“The improvements regarding technicians and skill-groups is something that our clients have been asking for, and we are very pleased to be able to respond to the HelpMaster community by releasing this new version which meets their needs. HelpMaster has always been a powerful piece of software, but with this new functionality, it really opens the door to some exciting workflow possibilities, not only in this version, but in the scheduled releases to come,” says PRD Software managing director, Rod Weir. “With the release of HelpMaster Pro v9.1, we have taken a first-class helpdesk product and made it even better for a wider range of service desk environments”

Additional highlights of the v9.1 release include:

A greatly improved web interface – Many screens withing the web interface has been re-designed for a new look, and use new web components to deliver a rich user experience, that is very similar to the desktop edition of HelpMaster Pro.
A new security model – allows system administrators to configure very specific security permissions for the reading and modification of helpdesk jobs
Improved configuration wizards – the email response management module has a new wizard interface to make creating and editing email profiles faster and easier. Automate the conversion of email requests into helpdesk tickets.
Client merge – a new utility will merge two or more “duplicate” clients into one. Very handy when a busy helpdesk creates more than one version of the same person.
New CSV / Excel export option – all lists within HelpMaster can now be exported directly to Excel for ad-hoc reporting and data analysis.
For further information about what is new + screen shots, see http://www.helpmasterpro.com/products/whats-new-for-helpmaster-9.1.aspx.

This release further demonstrates PRD Software’s focus on delivering advanced, practical helpdesk functionality, at an affordable price for both small and mid-sized organizations. HelpMaster Pro allows not only IT service organizations, but all businesses who are looking to deliver outstanding client support a solution that has been designed from the ground-up to provide out-of-the box service best practice along with ITIL aligned functionality.

About PRD Software

PRD Software (www.helpmasterpro.com) is the developer of HelpMaster Pro – an integrated management software solution for IT and support professionals working in the helpdesk and service management industry. HelpMaster Pro is developed using the latest Microsoft .NET technology and is availabe in both a Windows and Web interface. Integrated modules include Active Directory, Incident Management, Problem Management, Email Response Management, Knowledge base, SLA / escalation module, Assets register and more. HelpMaster Pro is currently being used around the world in a wide range of industries including, finance, education, business, medical, and hospitality, local government and more.

Headquarterd in the Australian capital, Canberra, PRD Software has delivered helpdesk and service desk solutions since 1996. We are passionate about creating the best service desk software and providing the professional support and services to our clients around the world.

Please visit helpdesk software for further information.

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