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Brand your help desk

by Vikram Bhaskar — 07 Apr 11

Did you know that Helpdesk Pilot is made up of two separate web interfaces?

1. The Staff interface, which your help desk staff would use to view and respond to tickets

2. The End User interface, which your end users/customers would use to submit new tickets and view responses to tickets they’ve raised in the past

Given the ability to customize the request submission forms for each of your categories, the end user interface serves as a comprehensive ticket management portal and represents your help desk’s online image.

With that in mind, we’re sure you’d want your end users to have the comfort of knowing that they’re on familiar ground when they access your help desk. A standard feature on Helpdesk Pilot allows you to upload your corporate logo and brand the help desk in your name.

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If you’re currently evaluating Helpdesk Pilot by way of our free trial, you can brand the staff & end user interfaces right away! Navigate to the General Settings page (within the Manage tab) to get started!

Yet another step in ensuring your help desk reflects your corporate image!

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The simplest way to convey the Helpdesk Pilot experience

by Vikram Bhaskar — 24 Mar 11

In addition to all the product information that’s available on our website, the full-featured trial that we offer is aimed at offering prospective customer’s a hands on feel of Helpdesk Pilot.

Typically, a successful evaluation by a trial user is followed by an internal presentation within their company, where senior management are introduced to the product and its capabilities. In most cases, the management team are faced with time constraints and would ideally prefer to have the key points made aware to them, rather than a complete product review. 

We’ve recently noticed that our stop motion video has done extremely well as the opening video in client presentations. A number of trial users have successfully used the video to introduce Helpdesk Pilot to their management team and cover the key functionalities. In less than 3 minutes, the entire Helpdesk Pilot experience can be conveyed in a simple yet creative manner.

[youtube http://www.youtube.com/watch?v=a-JG4Qa5x2g?wmode=transparent]

So if you have an upcoming Helpdesk Pilot presentation planned, do consider using the video as an aid. 

If you need any other collateral (such as brochures, case studies or technical information) that you feel would strengthen your presentation, please let us know. We’d be glad to assist in any way that we can.

 

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Coming soon : New features and improvements

by Vikram Bhaskar — 10 Mar 11

Our latest release of Helpdesk Pilot, Version 5.0 is a thoroughly revamped upgrade of the outgoing 4.4.5 release but will retain a number of core features that have existed in previous releases.

These core features are currently being updated and enhanced to offer more benefits to Helpdesk Pilot users, and will be integrated as standard features. Here’s a brief on the features that will be coming soon to Helpdesk Pilot V5:

1. Self-service End User Panel with built-in Knowledge Base

Currently, an embeddable request submission form is provided with V5, allowing you to embed a form on your website so that end users may submit web based requests. 

The self-service end user panel will go a few steps further in offering your end users their own ticket management interface. Through this web based interface, end users can:

  • log in to their individual end user accounts
  • submit new requests to the help desk
  • view requests that they have submitted in the past
  • view responses from your help desk staff

With the integration of a Knowledge Base, you can create articles and categorize them into specific online reference areas, that are accessible via the end user panel. End users can then look through your Knowledge Base articles and find answers to frequently asked questions (FAQs), doing away with the need to raise a request on the help desk. 

2. Advanced search options

The built in search engine will be significantly enhanced and allow you to quickly find the information you’re looking for, by offering advanced options to search by, inclluding:

  • Ticket ID
  • End User or Customer
  • Contact Information
  • Ticket subject
  • Ticket content
  • Tickets assigned to a specific staff member
  • Tag
  • Custom Field content

3. SLA Management

Meeting SLA targets is a key requirement for most businesses nowadays, and with this updated feature, you will be able to define individual SLA targets (for each of your categories or for an end user group). With escalation notifications that can be automated (using the already available smart rules feature), you can then ensure that your help desk staff is actively informed when a ticket threatens to breach an SLA target. Reporting on SLA targets will also be integrated with the reporting module, allowing you to measure SLA metrics across the help desk over desired date ranges.

4. Multi-lingual user interface

The outgoing release (V4.4.5) supported 15 international languages, allowing help desk staff and end users to select their preferred language within their staff and end user interfaces, respectively.

Language packs are currently being developed to offer the same level of language support on V5. Therefore, Helpdesk Pilot will continue to remain a help desk product that can be deployed for international use, with language specific user interfaces. 

Many of our current Helpdesk Pilot users are assisting us with the language translation packs and we welcome support from other users, to add more international language support. All these languages will be available for selection in Helpdesk Pilot, so the more languages we integrate, the more flexibility we can provide to you and your end users. If you would like to contribute to providing a language translation, please let us know.

These enhancements are being integrated into Helpdesk Pilot as standard feature offerings and will be offered as free updates to existing V5 users, by the end of April. 

We’ll keep you updated via the blog, as these enhancements take shape.

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Helpdesk Pilot at CeBIT, Day 5 – Pictures

by Vikram Bhaskar — 09 Mar 11

After months of preparation, working towards the release of V5 and our planned launch at CeBIT, the last few hours of our CeBIT 2011 experience were upon us.

CeBIT’s annual schedule is designed in such a way that day 5 always falls on a Saturday, to ensure that the general public gets a chance to visit and savour the immense tech-based products and services being exhibited. We were pleased to have a number of university students requesting for more information on Helpdesk Pilot, in a means to stay updated on growing trends in the software market. 

Towards the latter half of the day, there was clearly a more relaxed atmosphere across the hall as we and other exhibitors began to unwind and network with each other. We had Google Enterprise located right behind our stand, the folks from Shopware opposite us and the lovely ladies from Hermes right across the aisle from us.

In our 5 days at CeBIT 2011, we made some new friends, met a number of old friends and hopefully made a positive enough impact to drive further interest in Helpdesk Pilot. A truly worthwhile experience and we’re already looking ahead to CeBIT 2012!

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Helpdesk Pilot at CeBIT, Day 4 – Pictures

by Vikram Bhaskar — 09 Mar 11

Another fruitful day spent interacting with visitors, many of whom were representatives of businesses involved in providing IT services across the European region. Discussions after our demos took on a more technical theme and it was good to receive positive feedback on Helpdesk Pilot’s revamped architecture, including the technology on which the application is built.

We’ll be explaining more about the new architecture in a separate post, so do keep an eye out for that.

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Helpdesk Pilot at CeBIT, Day 3 – Pictures

by Vikram Bhaskar — 09 Mar 11

Our friends at Brand New have really done a great job in producing our first ever stop motion video, which portrays the concept of help desk management in a visually appealing manner.

Many businesses today just aren’t aware of the manner in which their incoming requests can be handled and so the need for a help desk management software may not be immediately apparent to them. We noticed that a number of visitors approached us right after they had viewed the “Helpdesk Pilot experience video”, requesting for a demo on how exactly requests can be managed more efficiently. 

We were elated when we met representatives of a German movie production company, who spent time outside our stand viewing the video with a smile on their faces. They may not be in the market for a help desk right now, but as a result of the video, they certainly know how a help desk can contribute to their business needs!

If you haven’t seen the video yet, check it out here!

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Tip of the week – The Red Dot

by Swarna Rethas — 23 Feb 11

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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.

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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. 

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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.
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Helpdesk Pilot at CeBit 2011. Come and visit us!

by Vikram Bhaskar — 15 Feb 11

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We’re exhibiting at CeBIT 2011!

CeBIT is the world’s leading ICT tradeshow and takes place this year in the beautiful city of Hannover, Germany from March 1-5. 

We’ll be there, exhibiting Helpdesk Pilot, meeting with our customers from across the region and offering product demonstrations of the latest V5 release, our most extensive Helpdesk Pilot release till date.

V5 incorporates a number of amazing new features and we’ll be available at CeBIT 2011 to personally interact with end users and highlight all the new capabilities that Helpdesk Pilot has to offer.

We’d love to extend an invitation to you, to visit CeBIT 2011 and drop by our stand, H08 in Hall 6.

If you’re in the area and keen on visiting CeBIT 2011, please let us know and we’d be happy to provide you with a free 1-day pass. 

We look forward to seeing you there!

Helpdesk Pilot — 1 comment

What’s kept us busy

by Vikram Bhaskar — 14 Feb 11

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Ladies & Gentlemen,

It gives us immense pleasure to introduce you to Helpdesk Pilot, V5. 

V5 represents the most feature rich and capable Helpdesk Pilot release till date, building on the aims and objectives of our development efforts ever since Helpdesk Pilot was first conceived in 2005.

Over the last year, we’ve collected feedback from our valued clients across the world and studied their help desk requirements to understand the core capabilities that a help desk management application should ideally be able to deliver on. All this feedback was pooled in to our development resources and we’re excited about the significant capabilities that Helpdesk Pilot now has to offer.

V5 offers a tremendous number of new features and enhancements. Some of the key highlights include:

  • an all-new reporting architecture, allowing for custom reports to be built on-the-fly using any combination of data sources across the help desk
  • a revamped user interface, offering a more flexible working environment to help desk staff
  • more customizable options, to bring your help desk in line with your business processes

For a detailed look at what V5 has to offer, please visit the features page.

Helpdesk Pilot V5 is ready to be shipped against all new purchases made, beginning today. 

For existing users of Helpdesk Pilot (with valid support/upgrade contracts), we are planning a data migration cycle to allow you to move to V5 and will be releasing a separate post on this shortly. In addition, we will be communicating with you individually to update you on this process. (Migration cycles will take place during the month of April)

We invite you to browse through our revamped site, sign up for a free trial and savour the all-new Helpdesk Pilot. 

V5 is just the beginning. There are even greater things in store for Helpdesk Pilot and we look forward to bringing them your way.

Cheers!

 

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V4.4.5 Update. Now available.

by Shalin Jain — 01 Jul 10

Great news!

We’ve just rolled out the latest update to Helpdesk Pilot, Version 4.4.5.

Aside from overall enhancements and better workflows, V 4.4.5 incorporates a number of new features, that are bound to add even more efficiency to your help desk operations, such as:

2 way email parsing
Till recently, help desk staff would need to access their relevant Admin/Staff Panels to view and respond to tickets.

With the latest release, your help desk staff can now respond to tickets directly by replying to the staff notifications they receive. Considering the increasing popularity of having emails pushed to a mobile device, such as Blackberry or iPhone, your help desk staff will now be able to reply to tickets while on the move.

You have to admit, that’s a pretty cool feature to have, right?

Multiple member participation
Often, a customer may CC multiple recipients in an email that he/she sends in to your help desk. A ticket would be created, identifying the Mail Sender as the Customer and all communication between your help desk and that particular customer would be appended to the ticket in Helpdesk Pilot.

However, responses sent in from any of the CC’d recipients would create new tickets.

Version 4.4.5 takes care of that by allowing multiple participants on a single ticket. As long as the ticket ID is present in the email’s subject field, Helpdesk Pilot will append responses from any of the recipients (in the CC/To field of the customer’s initial email) to the ticket.

If you’re making a purchase now, you’ll be shipped the latest release.

Existing customers can download the upgrade by accessing their accounts on the Priority Support Portal. (Please check your inbox for an email from The Helpdesk Pilot Team with details on how to upgrade your current installation)

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