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HelpTrac Basic Features

• Problem and Resolution description on Ticket screen are 8000 characters
• Store standardized solution to problems for quick reference
• Store and refer to documents including wiring maps, training schedules, how to's, etc.
• Attach files to tickets for reference
• Search for user ticket history or location ticket history
• Create 10 Quick Tickets for fast ticket entry
• "New Ticket" flag notifies assigned technician which ticket(s) have not been reviewed
• dBase 4 file structure using the lightning-quick CodeBase Engine
• Ten Security Levels (nine can be customized)
• Solution Tree: build your own knowledge base, unique for your organization
• Compatible with Win 9X/NT, Win ME, Win2000, Win XP and Win 2003 Server
• Technician lock-out for maintenance purposes
• Notes file
• Spellchecker
• Thesarus
• Link to external programs while in HelpTrac
• Each technician can create and save up to 899 customized views (queries)
• Management Reports are customizable
• How Do I …. help search capability
• File conversion and maintenance routines
• Built-in full screen editor for Problem and Resolution descriptions
• Ticket information can be transferred to a different user
• Filter on most ticket fields including word searches
• See Technicians' current workload graphically when assigning new tickets
• Review dates (open or closed tickets) can be set as easily as clicking on a calendar button
• Ticket entry is fast and easy using customizable pull down lists for point-and-click speed and accuracy
• Ticket "attention" flag notifies assigned technician which ticket(s) have not been reviewed
• Search for user by Name, Location, Phone Number, Phone Extension, User ID, User Defined Field(s) or even a "soundex" phonetic name search
• Ticket data is loaded using "just-in-time" algorithms to avoid unnecessary network data traffic
• Changeable date and time stamps on Ticket
• Technicians can be grouped into departments
• Tickets can be assigned to departments as well as individuals
• Network or stand-alone
• Interfaces with external knowledge base programs
• Compatible with international date, address and phone formats
• Track problems, users, locations and technicians
• Separate small popup program called HTListen notifies technicians of new tickets even when not running HelpTrac
• Quick Find
• Print Templates
• Keep Log of changes
• Require Resolution and Classification descriptions
• Set review date for Closed tickets
• Search archived ticket data base
• Import/Export
• Print Field lists
• Track user/location products
• Attach three reference files to user, location, vendor, equipment and ticket database

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Customization Features

• User Defined Fields - Want to track unique, specific information? HelpTrac gives you this flexibility. Each of the six profile screens (User, Location, Technician, Ticket, Equipment and Vendor) contain seven string fields, three data fields, two list box fields and two check box fields for creation of fields for additional information.
• Customizable Field/Tab Names - Want flexibility to change/personalize field and tab names on the dialog screens? HelpTrac will let you with the click of a button.
• Maps and Pictures - Need to know how to get to a location or see a wiring diagram for a location? Just attach a "map" to the User and/or Location profile. HelpTrac also gives you the ability to attach a picture to the User profile so you'll recognize the user.

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Equipment Features

• Equipment - With HelpTrac "Equipment" can be anything. Track equipment information, i.e. purchase, maintenance, type, model, component, status, vendor, etc. Assign equipment to a Location, User or Unassigned. Also track equipment history events, i.e. repairs, transfers, breakdowns, etc. Search for specific equipment by type, status, user, location, asset number, serial number, etc.
• Components - If you have thousands and thousands of components, HelpTrac will track each and every one of them with their associated piece of equipment, type and model.
• Vendor History - Want to know if your vendors can meet your needs? HelpTrac gives you the capability of ranking the service, pricing, type of service, ... for each vendor.

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Report Features

• Basic Reports - Management reports have an enormous number of options. Each can be easily customized, for example a specific set of products in a location over a given date range.
• Reports/Graphs Module - HelpTrac's over 150 powerful reports and graphs are comprehensive and most can be filtered to the most minute detail. 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.

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Email Features

• Send and Receive - HelpTrac will send and receive email. Want to automatically notify users/anyone when a ticket is added, updated or closed? HelpTrac will do that. Want to recieve help requests via email? No problem. HelpTrac can do that also.
• Invisible Tech/Escalation - Want to make sure a help request doesn't get forgotten? Set each of the five ticket priorities to escalate and management (and/or anyone with a valid email address) can be emailed and/or the ticket can be reassigned when a ticket has escalated. Additionally, a list of escalated tickets can be viewed by technicians.

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Billing Features

• Billing - Do you invoice for technical support? HelpTrac will track amount of time spent per call and produce a billing report with a running total for each location and monetary amounts you define.
• Advanced Billing - Do you want detailed billing options? HelpTrac will allow technicians to enter amount of time (hour, half hour, quarter hour, 6 minutes or minutes) and equipment charges specific to a location. Standard charges can be set for per incident and/or contract support. Charges for travel time can be billed. Debit and credit adjustments are permitted. Payments for invoiced items are tracked. Mark individual items as taxable with different tax rates for locations. Invoices and statements can be produced using form templates. Forward record of transactions to your Accounting Department (detail and summary form for Chart of Accounts). Reports available via Crystal Reports engine.

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Web Communications Features

• Technician Access - When technicians are out of the office, they can access HelpTrac and check for new tickets assigned to them, add, edit and close tickets, search the Solution Tree, transfer tickets to other technicians, use timer, enter User Defined Field information, view history of user or location, modify views and add/edit users, locations, equipment and vendors.
• User Access - Make technicians' lives easier by allowing users to enter help requests via the Internet. Additionally they can view the News Board, References (links to files, i.e. training documents, installation manuals, etc.), view the Solution Tree and check status of their tickets. They can perform these tasks from a Windows, MAC, UNIX, etc. pc.
• Supervisor - Customization of graphics and text, selection of web links and much more, all in the hands of HelpTrac supervisors.

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User Communications Features

• HelpMe - A small LAN-based application that allows a user to quickly enter help requests directly to HelpTrac.
• HelpLynx - A small LAN-based application that allows a user to search the Solution Tree, view organization news, view existing tickets and request help.

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Client/Server Features

• File/Server - For most installations with fewer than ten help desk technicians and a reasonably clean network, the File/Server version is an excellent, low cost choice.
• Client/Server - For the power users with heavy network loads, we offer the Client/Server version. Client/Server is more powerful and faster than SQL. It requires little maintenance just like the File/Server version. Both versions use the CodeBase engine which is generally acknowledged as the fastest database engine available. This option is recommend if technicians are remotely located. (The Web Comm does not require this.)
• SQL - You can easily extract information from the HelpTrac databases using our stand-alone SQL driver.

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Audit Features

• Hardware - Do you want to know what hardware components the users have? HelpTrac will inventory this for you - type, speed, number of processors, detailed drive information, video settings, memory utilization detail, etc.
• Software - Want to know who has a particular version of a dll? HelpTrac will scan the user's disc accumulating information about all dll's and executables. The result will contain version, dates, manufacturers, location, size, etc. Data is organized so you can quickly see what item is from a specific manufacturer.
• Audit can be scheduled to run automatically (specific day) on the user's PC … or on demand. Files can be emailed from remote locations.

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Training

• Do you want to know which users have attended training classes? HelpTrac will allow you to keep records of all training information. HelpTrac's Training Module can find out which users attended specific classes, instructors' detailed information, location of classes, course information, and much more.

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TechScheduler

• Schedule tasks and appointments for yourself and other techs using the HelpTrac TechScheduler! Customize work schedules for availability, vacation and company holidays. Color code types, details, and locations for scheduled items. Schedule private items or "No Conflict" items. View multiple technician schedules side by side. Items can range from personal all the way to referencing a user, location and ticket number from your HelpTrac database. Keep track of who scheduled items for you and when they did it. Never let another task or appointment fall through the cracks again.

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