[November 09, 2004]

Help Desk Express Automates Small Help Desks

Help Desk Express Automates Small Help Desks for Low Monthly Fee
Hosted Online Service Requires No Software Installation

TORONTO, ONTARIO — Help desks with staffs of 20 or less can now automate their operations for as little as $14.95 per month per support rep with Help Desk Express (www.helpdeskxp.com), a Web-based subscription service hosted by Help Desk Technology Corporation. The new service allows small help desks to use the company’s HelpSTAR electronic problem management system on a month-to-month basis, eliminating the need to purchase, install or maintain the software on-site

The basic $14.95-per-month service enables help desk staff to electronically log, prioritize, route and track service requests; maintain a complete audit trail on each job with a searchable database for ready reference; build a knowledge base of solutions to common problems that can be accessed with a click; and produce detailed reports on help desk activities. Also included are popup alerts, reminders, self-service problem logging and solution lookup for end users, and other features that speed problem handling.

The enhanced $24.95-per-month package adds advanced functions such as the ability to automatically convert emailed service requests into a trouble ticket, page technicians by email or pager, attach screenshots or other files to a service request to aid in problem diagnosis, and encrypt sensitive attachments to ensure confidentiality.

Both packages provide the first 25 service requests free of charge and support an unlimited number of end users without additional cost. Fields and workflow can be customized with either package for an additional fee.

The service can be used by both internal and external help desks, including those used for both technical support and customer service purposes. All functions are accessed over the Internet from Help Desk Technology’s data center. No capital investment or minimum monthly commitment is required.

“Many organizations with small help desks have been handicapped by the inability to automate their operations because of the expense of deploying and maintaining installed software,” said Michele Hudnall, senior research analyst at META Group. “A hosted service offers a cost-effective alternative that can improve service to either internal or external customers by equipping help desk staff with tools to work smarter and faster.”

About Help Desk Technology Corporation
Help Desk Technology Corporation develops and markets help desk software for organizations in all industries. Its flagship product is HelpSTAR, a comprehensive problem management solution for both internal and external help desks that combines best practices with fast deployment, ease of use and low cost. HelpSTAR is used by thousands of organizations worldwide, including Fortune 500 companies, hospitals, financial institutions, and all branches of the armed forces. For more information, visit www.helpstar.com or call 1-800-563-4357.