HelpSTAR 2012 Delivers Collaborative Workflow Service Desk

HelpSTAR, a leading pioneer of helpdesk software, today announced the global availability of its HelpSTAR 2012 Service Desk Collaboration Suite. HelpSTAR has set a new standard for collaborative workflow by integrating the workflow components of its award winning enterprise-class Service Desk Management solution with documentation (ECM), communication and synchronization functionality.

Today, work passing through a service desk relies heavily on input from multiple team members. The efficiency of the communication, documentation and support processes determines the effectiveness of the workflow, impacting service levels and the cost efficiency of the entire service desk.

HelpSTAR service requests include updates, escalations, business rules transactions, notifications and alerts, role based access control and more. Unique to HelpSTAR 2012, is the rich array of collaborative objects that are integrated in the service request. These range from instant messages between representatives, documents with encryption, check-in/out, searches and preview functionality as well as appointments and meetings. These features enable customers to send, receive and view communications relating to requests within one consolidated view.

HelpSTAR 2012 Service Desk Collaboration Suite features include:

  • Role-based access control to provide departments, teams and individuals with limited access to specific tasks, documents and calendar items.
  • Rich service desk functionality support of ITIL framework (incident, problem, change management, service level management and configuration) as well as project and workflow.
  • Document management to enable multiple users to coordinate tasks and workflows.
  • Communication tools for increased teamwork within the project/task infrastructure.
  • Mobile access from any mobile browser with no app required.

Igal Hauer, CEO of HelpSTAR, said:

“Our goal has always been to enable our clients to ‘get the job done' by providing a tool that enhances their experience and efficiency rather than presents a layer of complexity that gets in their way. Delivering excellent service in today's complex corporate and technological environment requires communication flows and coordination mechanisms between service providers, end users and suppliers that are far more sophisticated than those that existed even a decade ago. Resolving an issue in this environment is a virtual ‘Cirque du Soleil' of carefully choreographed tasks, communications and coordination activities. HelpSTAR 2012 incorporates new tools that support communications, coordination and document-management that expands and extends the capabilities of the IT service desk to other departments such as HR, facilities, legal and professional services.”

Paul Moriarty, manager of IT support services at Rochester General Hospital, said:

“Since 2009, HelpSTAR and its complete helpdesk solution has greatly increased our IT support productivity. It has an easy to use interface and a single entry point to all features so we were able to expand our helpdesk solution into other departments.”

Jesse Norwood, director, Shared Services, Veolia Environmental Services, said:

“Prior to implementing HelpSTAR, the time our employees spent manually creating trouble tickets and responding to requests was time consuming and costly. Now, our staff has access to one another's trouble-shooting solutions through an interactive knowledgebase tied into the shared call management system, enabling each staff member to handle a wider variety of issues competently, consistently, accurately, more efficiently and at a lower total cost. HelpSTAR's automatic generation of tickets and responses helps our employees save time, so they can focus more directly on delivering optimal customer service.”

About HelpSTAR:

HelpSTAR help desk software is an easy-to- use service desk collaborative suite that provides rapid issue, problem resolution and change management capabilities out of the box without the need for lengthy deployment and staff training. Designed for organizations with 10 to 500 support reps servicing 100 to 50,000 employees, HelpSTAR expedites problem handling through features such as intelligent queuing, various self-help tools, and prompts such as alarms, follow-up reminders, and automatic priority escalation. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft or Microsoft SQL. For more information, visit