Publisher review:Help Centric is a comprehensive and portable, web-based Help Desk System. Help Centric is a comprehensive and portable, web-based Help Desk System.
Automatic ticket responses, e-mail notifications, and 3-way customer profile matching put Help Centric in a league of its own. Includes a searchable knowledge base for finding solutions FAST, integrated customer request/tracking forms, and separate technician work queues. Help Ticket Management
• Automatic customer profile matching via e-mail address, account/password, and requestor name. • Dual profile display provided to compare requestor provided information against system generated match. • Help ticket templates for automatic responses to easy tickets such as: password reminders, news letters, etc. • Notification e-mails are sent to the ticket requestor upon creation, and when the ticket is resolved. • The administrator automatically receives a notification e-mail when a help ticket is created. • Help ticket tracking provided for customers to review the progress of help tickets through your site. • Help Ticket fields include: open date, prime, problem type, description, name, e-mail, account, password. • Help ticket resolution fields include: close date, action, response type, response/e-mail text, comments, initials. • Help Centric provides automatic configurations for sending e-mails using: CDOSYS or ASPmail. • Sending e-mails can be turned off or on through a simple configuration toggle feature.
Knowledge Base and Solution Management
• Solutions and Problems are stored in a searchable knowledge base accessible to administrators and techs. • A solution may be added to the knowledge base by clicking a check box on the response form. • Solutions may be added through add/edit pages for migration from existing help desk systems/spreadsheets. • Knowledge base icon opens a new browser window for searching on problems or solutions.
Administration Application
• Company and contact management screens provided. • Knowledge base solution management screens supplied. • A sample web site is included to assist in placing the help ticket creation and tracking forms on your site. Security and Restriction Controls • Separate admin and technician applications for delegating tickets and providing help ticket work queues. • When a technician logs in, their work queue will only display help tickets assigned to them. • Ability for the administrator to respond to a help ticket without assigning it to a technician. • Ability for the technician or administrator to create a ticket as well as a customer (help form on site).
Database and integration• Centralized database design that includes core, and sub-core tables ... see IntegrateNow. • All products can be used independently or together, forming an application suite tailored for your business. • Normalized database design to avoid redundant data storage and maximize retrieval efficiency. • Integration with legacy enterprise resource planning systems is made easy due to pre-planned data mapping. • Business entities (companies, contacts, projects, etc.) are stored with numeric system identifiers. • Exclusive usage of stored procedures to perform all database calls; except some report generators.
Security and Scalability• Easy installation (FTP the ASP files up to your server, and run the database script). • Products use a "keyed-cookie" that has a name and a key for increased security and data organization. • "Logout" feature to end a session when a user has completed their work. • User credentials verified on every page of the application, not just on the login page. • Exclusive grouped security model that is database driven and restricts access for teams, projects, etc. • Built in security levels that control a user's access to important or sensitive information, in every application. • Global use of stored procedures put sensitive SQL commands in a strict and hidden environment. • Applications keep the use of the querystring to a minimum, and utilize cookie values where possible. • Applications are designed with scalable work flows that can be altered to handle almost any business. • Double Integers are used to store business entity id's to enable massive amounts of data. • Separate bill-to and ship-to addresses provide the needed diversity for invoicing and shipping.
Configuration and Customization• Canned configurations included for quick customizations, and source code for more in depth changes. • Include files used for site headers/footers, common functions, etc., so changes can be reflected globally. • Folders, stored procedures and image files are named using an alphabetically sortable format. • Comments included in every ASP source code paragraph, making it easy to understand and change. • In-application security configurations enabling approval primes, task hours/billing approvals, etc.
GUI and Browser
• International symbols and icons used to speed navigation in: tab toolbars, sub-menus, summary listings, etc. • Utilization of cascading style sheets (CSS) to standardize look and feel of text and hyperlinks. • Tab oriented graphical user interface (GUI) to enable quick and familiar navigation. • Application section sub-menus make getting around easy and productive. • Placement of entity add, edit, delete, and listing links are congruent throughout applications. • Relative screen sizing within browser to maximize window usage. • Browser compatible for various versions of Internet Explorer (IE), Netscape, Mozilla, and Macintosh.
Help Centric 3.0rc1 is a ASP.NET script for Help Desk scripts design by Surf Highway Software.
It runs on following operating system: Windows.
Operating system:Windows
Help Centric 3.0rc1 script details 
