Looking ahead to 2012

It’s that time of the year again, when we look at the calendar and count down the last few days of the year, eagerly looking forward to ushering in a new one. There’s an enticing feeling that comes about, when you know a new year is upon you and that it’s the right time to wipe the slate clean and start afresh.

2011 for us, was a big year.

We launched the fifth major release of Helpdesk Pilot this year, marking V5 as the most significant update to the product ever. It wasn’t just an update, but a new avatar of our help desk management software, as we rebuilt the product on a new architecture with significant new features and capabilities over it.

We’ve been receiving great feedback from all our users and it’s helped us in channeling our development roadmap for the next year. During 2011, we were able to consistently roll out new features and enhancements on a monthly basis, which has progressively improved the capabilities that Helpdesk Pilot has to offer.

Support teams can manage their performance goals as a part of their service offering, create and maintain work orders, cater to tickets efficiently whilst out on the field, and more.

Our Enterprise Edition has been a winner in numerous large scale help desk deployments across the USA & Europe, both for its feature packed status as well as its affordability. As more and more businesses look to trim costs but continue to maintain, and excel, in core areas such as support services, Helpdesk Pilot remains a powerful product to help them achieve that.

We can’t wait to bring more powerful capabilities your way, to empower your support services even more. It’s been a great year so far and we’re sure 2012’s going to be even better.

Thanks for supporting us and being a part of this growth. From all of us at Tenmiles, here’s wishing you a Merry Christmas and a rocking new year!

Provide your techs in the field with printed service requests

As part of your support offering to customers, it may be necessary for your techs to personally visit the customer’s premises, look into the request and resolve it. In such cases, your techs need to have prior information on the customer and the ticket he/she raised.

Within Helpdesk Pilot, the ticket is displayed with relevant customer and ticket specific information as well as the communication exchanged between the customer and your support staff, in a conversational view.

This format looks great when viewed on your support staff’s 17″ LCD screen, but techs in the field need a simple template to work with.

Helpdesk Pilot has a print-friendly ticket view that extracts all the details on a ticket and displays it in the following tabular format, well spaced for easy viewing:

Each ticket can then be printed in A4 format and handed over to your techs in the field, for use during their daily support calls.

Going one step further, the print view can be exported in a PDF format and used as a more concise, digital version of the original ticket. Many organizations now outfit their techs with tablets (such as the iPad) in a move to be more environmentally friendly.

Therefore, techs can easily download their assigned set of service requests and refer to them whilst in the field, doing away with the need for actual paper based printouts.

The Power of Helpdesk Pilot on the cloud

Helpdesk Pilot is offered as a deployable software, that you can install and manage on your server. This is the favoured route for many businesses that prefer to have their applications managed in-house rather than have it hosted by the service provider.

If, however, you prefer a hosted help desk solution, then we invite you to consider HappyFox

HappyFox is essentially Helpdesk Pilot on the cloud and offers the same level of functionalities, in a hosted format. Both these products share a common development roadmap, with similar feature sets that are rolled out on a regular basis. 

Our objective is to offer two delivery channels for our help desk management software, to cater to the individual needs of your business. Whether it’s Helpdesk Pilot or HappyFox, you’re assured of a trusted and feature rich application managing your help desk operations.

Tip of the week – The Red Dot


Remember The Red Dot episode from Seinfled, the greatest show ever? (Tenmiles has a serious bunch of Seinfeld fans too). Read on to see what our very own red dot in Helpdesk Pilot means.

The red circle that may appear at the end of the ticket box, indicates that the last reply on the ticket has been sent by the customer. This can be particularly useful while going through the tickets on the Ticket view page to immediately identify those tickets which requires the staff’s attention. Once the ticket has been replied to by the staff, the red circle will go away and be replaced by a more soothing grey one. 


Your staff can now go ahead and work towards attending to those tickets with the red dot, just by taking a glance at the tickets view page. 

Useful? Leave us a comment.

Website Update

We are pleased to unveil the revamped and refreshed Helpdesk Pilot website, now available for your viewing pleasure!

Aside from infusing a cool and aesthetic feeling to the website’s theme, one of our main objectives was to highlight the importance of Customer Support/Help desk Management software and so portray how Helpdesk Pilot can effectively meet your organization’s needs.

We trust that we’ve made it easier and more informative for you to browse through our website. Remember that the best way to get a feel of Helpdesk Pilot is to sign up for the full featured, hosted Trial, which allows you to make use of Helpdesk Pilot for a period of 15 days, absolutely free. A great way to setup your support environment and evaluate its efficiency prior to making a decision to purchase Helpdesk Pilot!

Sign up for your trial right here.

We’d love to hear your thoughts on the new website as well as any other feedback you may have. Leave us a note here or reach us at sales@helpdeskpilot.com

The Low-down on Help Desk Management

Whether you’re a small team of independent consultants or a large scale business with international operations, one of your key business objectives will certainly be to effectively manage your help desk.

In a nutshell, your help desk is your means of ensuring that every incoming request is efficiently managed and responded to; be it IT related issues from your internal employees, sales enquiries from prospective customers or product/service support queries from existing clients.

Everyone has something to say, but how do you ensure that every voice is heard? Communicating these requests has progressively advanced in line with available technology; from making actual visits in person to contacting a call centre to harnessing the power of the Internet and relying on email & the Web. That just widens the playing field for the amount of incoming communication that you’re probably going to receive.

Whilst mail handling software provide you with the ability to perform certain management tasks, such as setting up rules to organize incoming mails automatically according to subject type, etc, they just aren’t cut out for core help desk management requirements, which typically include:

  • Assigning incoming requests to specific staff members
  • Auditing a request right from the time of its creation to the point of resolution; being able to track the manner in which a request was handled
  • Treating each request as a uniquely identifiable record, commonly referred to as a ticket
  • Notifying multiple staff members on a single request in a method more efficient than CC’ing everyone in on an email

These are just a few of the many critical requirements that reinforce the ever-so-important need to have in place a comprehensive help desk management software solution.

A dedicated help desk management solution provides you with a host of integral tools that allow you to do much more than just efficiently act upon incoming requests. Requirements in terms of how requests are handled differ from business to business, so it is important to first understand how you wish to manage your help desk before opting to deploy a solution merely because it claims to address all help desk requirements.

How strong is your help desk management capability?

We’d be happy to discuss your requirements and recommend how best you could implement an efficient help desk solution within your business. Feel free to contact us at sales@helpdeskpilot.com

Finnish Language Support Now Available

We’re pleased to announce that Finnish language support has just been added to Helpdesk Pilot.

With this recent addition, the multi-lingual Helpdesk Pilot is now available in a total of 15 languages:

  1. English
  2. German
  3. Spanish
  4. French
  5. Dutch
  6. Russian
  7. Danish
  8. Arabic
  9. Brazilian Portugese
  10. Portugese
  11. Polish
  12. Norwegian
  13. Swedish
  14. Italian
  15. Finnish

If you’re interested in Helpdesk Pilot, but your native language is not yet supported, please get in touch with us at support@helpdeskpilot.com.

Your one stop source for all things Helpdesk Pilot

The Helpdesk Pilot Blog is being officially restarted.

Bookmark this page and follow us on Twitter to keep yourself informed of:

  • Latest Development News
  • Minor/Major Product Upgrades
  • Key features explained in more detail
  • Tips to increase efficiency when using Helpdesk Pilot
  • Client Testimonials on how Helpdesk Pilot has benefited them
  • All the latest in the world of Customer Support & Help desk Management
  • and more…

There’s a lot of activity within the Helpdesk Pilot Team and we feel its only right that you’re able to share in on the action. So be sure to keep the Helpdesk Pilot Blog as regular weekly reading material!