HelpSTAR 2012 Delivers Collaborative Workflow Service Desk

Collaborative workflow solution combines service desk management, document management, calendaring.

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HelpSTAR released its HelpSTAR 2012 Service Desk Collaboration Suite. HelpSTAR has integrated the workflow components of its 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

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