a help desk management system which automates all those tasks your
help desk technicians have been performing by hand. In addition
to the recordkeeping, HelpTrac organizes the information, with reports
to help you determine where training would decrease the number of
help calls, find out which hardware and software (and users) are
having the most problems, and track vendor and equipment information.
HelpTrac can be used to justify staffing changes, document episode
histories, and audit responsiveness of help desk staff.
tasks can be prioritized and you can be sure that the right technician
is working on the right task. Even low priority tasks get attention
because their urgency escalates as time passes. Instead of solving
the same problems over and over, HelpTrac lets you search text information
to find previous problems that are similar and recall how those
problems were resolved in the past.
written in C so it's fast. The data is stored in dBase format so
you can produce custom reports and graphs using Access or Crystal
Reports. But we don't use dBase to store the data. We use a product
called CodeBase. HelpTrac's file performance is outstanding.
a help desk?
provides assistance to other people is a help desk technician working
at a help desk. Whether the requests for help come by phone, over
a network or even by mail, a help desk technician provides answers,
dispatches assistance or schedules repairs. This broad definition
indicates the diversity of HelpTrac's application. In addition to
the traditional in-house computer support, HelpTrac can track help
requests in service dispatch, customer support and even sales support.
Difference Between a User and a Technician?
Users are the
people who contact the help desk for support. Technicians are the
help desk workers who provide the support. It is a necessary distinction
because HelpTrac provides technicians with different capabilities
than it offers to users. To put it simply, technicians use HelpTrac
to resolve users' problems.
LANs Can I Run HelpTrac?
Vines, Lantastic, Windows for Workgroups and Windows NT all run
HelpTrac with ease. For other networks, if you can run Windows (almost
every network can), you should have no problem running HelpTrac.
If you believe you have an unusual environment, give us a call so
we can find a solution together.
the HelpTrac Files Stored?
A single technician
can store the HelpTrac system on his/her own personal computer.
If more than one technician will need access to the files, they
must be stored in a shared directory somewhere on the network. There
is no need for a separate file server to be installed.
Contain a Knowledge Base?
When you use
HelpTrac, you are building a knowledge base of solutions unique
for your users. This archive of your help desk's history is available
for statistical reports, purchasing decisions, and manpower studies.
HelpTrac's powerful search capabilities make it easy to find similar
problems that occurred in the past. Best of all, these solutions
are fitted to your environment. And since it's a dBase file, you
can also extract the categorized information for training new technicians
on your internal procedures and solutions.
also interface with ServiceWare's "Knowledge Pak" and
Knowledge Brokers' "Ask Me Pro" as well as other canned
knowledge bases which can be purchased separately.
Users Does HelpTrac Support?
of users you can support is virtually unlimited. A small record
is created in a dBase file for each active user so the only limit
is the maximum size of a dBase table. HelpTrac's Utilities make
it easy to create skeleton user records from the ASCII user lists.
Some Of HelpTrac's features?
See our Features
a special feature that allows automatic new tickets to be written
using supervisor-defined default information such as problem, status,
resolution, etc. So when an established user calls with a new help
request, the technician can press a button and the new ticket writes
are HelpTrac's reports?
Wow! Do we
have reports! First, there are nine basic report types programmed
directly into HelpTrac. Each of these report types has an enormous
number of options. For example, the Technician Efficiency report
can be run unfiltered, or the data can be filtered so that it reports
on a specific set of products in a particular location over a given
date range. This type of flexibility multiplies the number of reports
many-fold. Second, HelpTrac is also shipped with over 125 customizable
reports in our menu-driven report engine. This gives a total of
well over 150, including powerful, colorful graphs in which information
can be graphed in a number of ways. Third, since the files are in
standard open database format, you have access to powerful report-writer
and graph-writer capabilities like Crystal Reports and R&R Report
Writer which expand the report capabilities to virtual infinity.
does training cost?
USD. We don't require that you send someone to an exotic city to
learn how to use HelpTrac. Our program is designed to be intuitive
and easy to use. Try the demo, see if you agree with the thousands
of people who use it "right out of the box." HelpTrac
is understandable, logical and intuitive.
does installation cost?
USD. We don't require you to pay someone to come to your office
to install HelpTrac. HelpTrac installs like a normal Windows package.
Installation takes a few minutes. All of our customers have been
perfectly capable of installing it themselves.
do I need?
need Windows XP, NT, 98, 2000, ME or Windows LITE, at least 8 meg
RAM, a mouse and color monitor.
How do I
support number is 713-450-1575; fax number is 713-451-8312; and
email address is firstname.lastname@example.org. However you reach us, you
can be assured our entire staff will work hard to serve you. 8:00
AM to 5:00 PM CST Mon - Fri except national holidays.
A HelpTrac Support
and Enhancements Agreement is available on an annual basis and includes
support, upgrades and enhancements for the modules purchased for
the term of the agreement.
have lots of features?
is a professional system for help desk professionals. It's complete
and powerful. And we are constantly adding new enhancements that
our customers download and use. We encourage our customers to give
us suggestions for enhancements.
screens clear and easy to use?
Yes! And they
can be customized to suit your needs.
have plenty reports and graphs to keep management informed?
Yes! And each
of the reports and graphs have lots of options. And with your copy
of Crystal reports, they can be easily customized.
keep up with your needs? Yes! The National Software Testing Laboratory
called HelpTrac the "best performing" of all the help
desk systems they tested.
all these features, is the cost affordable?
costs are extremely competitive with our closest competitors. You
receive more value for your dollar with HelpTrac.
Will we be there
if you have problems? Yes! And we'll be there with enhancements
and upgrades too. HelpTrac management frequently receives "fan
mail" from customers praising our support staff.
will it run in MY environment?
Yes! If you
run Windows, we can handle it. Still skeptical? We want you to try
it in your environment so you are sure. Just order a 30-day free
evaluation copy. It's the real program licensed for up to ten technicians.