Helpstream includes all the capabilities needed to run a sophisticated customer service organization smoothly and efficiently, including service request management, resolution tracking, reporting and more. Helpstream’s powerful Interactive Checklists facilitate interaction and collaboration between service representatives and customers, reducing the burden on your service representatives while delivering to even the most sophisticated customers an outstanding service experience.

Helpstream's powerful Service Desk module delivers the business process automation features required to effectively manage your entire service request workflow. The Service Desk module supports service request creation and assignment, resolution tracking, escalations and more—all in an interface that's simple and easy to use. Because Helpstream is web-based, the Service Desk module can be easily accessed from any location—by employees, outsourcers, and business partners alike.

A highly advanced business rules engine, email integration and integrated reporting capabilities give customer service organizations the tools to effectively manage, monitor and report against the business objectives of the company, including those related to community collaboration and self service. Using business rules, you can specify automatic case routing to ensure new cases are sent to the appropriate representatives for processing.

You can easily integrate Helpstream with your company’s email system. Customers can then submit service requests via email. All follow-on email communication to and from the customer is saved in the service request history. Since Helpstream was built expressly for the Web, the data repository is fully Unicode enabled, allowing all information to be captured, created, and displayed in multiple languages.

If you need more sophisticated customization, Helpstream features enterprise-class customization capabilities built around a commercial-grade business rules engine and custom reporting. The business rules engine lets you configure Helpstream according to your specific rules and workflow. (e.g., Do you want tickets automatically assigned based on problem type or priority? Do you want to be notified if a case is open for more than a certain number of hours?) Multiple report and dashboard views are available for service representatives and administrators. You can also search for and extract any information you want into an XML file for use in Excel and other reporting applications.

Helpstream also includes robust security features. You can force users to create secure passwords to login to the system, and you can also require users to authorize their computer or other device in order to login to the system. When a user tries to log in from a new computer or device, a request is sent to his or her email address. The email request must be confirmed before the user is allowed to log in. This prevents hijacking of a login/password to access the system. This security feature is configurable for service representative access, customer service portal user access, or both.

Helpstream also includes pre-configured customer satisfaction surveys, allowing you to measure satisfaction with the customer service experience.

What About IT Help Desk?
In addition to customer service, many companies also use Helpstream to manage their internal IT Help Desk operations. Helpstream’s powerful features let technical support engineers handle more tickets more efficiently, with more targeted, easy-to-follow assistance available to employees.