Chennai Based Helpdesk Pilot Pushes New Version – Adds Custom Reporting, Status and Rules

HelpDeskPilot is a support ticket & helpdesk software that enables companies to manage support requests, sent via email or web. We covered the product 1.5 years back and the team has launched the latest version, V5 which is a completely new avatar of the product.

Apart from new interface, Helpdesk Pilot’s v5 offers following features:

All New Reporting
Reporting needs vary from business to business. One may consider Staff Activity as an important metric and choose to measure the efficiency of their staff. Another business may consider time spent reports as a key indicator of help desk performance, to measure their turn around time and see if it meets their business target requirements.

The latest version boasts of a powerful reporting architecture, which allows for custom-reports to be built on the fly, using virtually any combination of data sources across the help desk.

More Customizable
– Custom Statuses & Priorities
Once incoming requests enter a help desk and are converted into uniquely identifiable tickets, they may progress through various stages relevant to the business process they fall under. For example, a retail company providing customer support may have stages such as “Pending customer response”, or “Awaiting stock”. On the other hand, an IT enterprise supporting internal employees may prefer to identify stages such as “Pending change approval” or “Invalid request”.

Product of Chennai based TenMiles, Helpdesk Pilot now allows businesses the ability to add custom statuses and priorities and intelligently identify tickets based on their business needs.
– Automated rules and escalation timelines
More flexibility in automating ticket based actions, such as automatically assigning requests to specific staff based on request type. Escalation notifications can be built according to individual time line requirements. Whether a request needs to be answered in 5 mins of its submission or 1 hour, Helpdesk Pilot ensures that help desk staff are notified whenever an unanswered request threatens to breach their SLA targets.

Other features include :
– Mobile Ready
–  Flexible for every help desk staff
Within a single support team, staff may have different preferences in the manner in which they go about their daily tasks. A first level support rep may need to respond to all new requests first before looking through responses on existing tickets. A senior level help desk manager may prefer to review escalated tickets first and then filter through new requests for the day. Flexible ticket viewing filters on Helpdesk Pilot now allow staff to build their individualized “queue” which they can then use to display tickets in the sequence they prefer.

Customer Segment

Customer segments HelpdeskPilot is targeting:

– IT software companies, providing software services to clients across the region and managing requests ranging from bug fixes to general feedback
– Universities and Educational institutions, requiring a means to manage their internal IT help desk needs as they support internal employees on day-to-day IT related issues
– Multi-national retail companies, who need to provide product and technical support to customers
– Legal & Financial services entities, keen on managing the legal requests they receive from their customers and ensuring that the right professional (be it a lawyer or financial consultant) is able to effectively deal with clients.
– Multi-national BPO providers, who wish to track all levels of email communication in a more efficient way than merely routing it into a mail client such as Outlook. The ability to convert emails into tickets and have a clear audit trail is one that attracts such companies to the need for a help desk
– Online businesses, such as real estate websites, SEO service providers, online automotive parts catalogues where online based request submissions are the primary methods used by customers to raise their sales related queries.
– Government, Many district courts, City Mayors and other government agencies are using Helpdesk Pilot.

The product is retailed as a one-time license fee purchase and the SaaS version is expected to be out by March. Why a non-SAAS version of the product, when the world is moving to Cloud? Founder, Shalin Jain answered it in the last coverage

Let’s not be silly to think a non-SaaS based product has no acceptance or wow-factor. There are plenty of reason why companies prefer non-hosted models and it is a great plus to have a product that can be deployed and can also be taken to the cloud.

Helpdesk Pilot can be used on the Intranet + Internet. So, it is a good for a internal IT Helpdesk use-case as well as good for customer service on the internet. Hence, the ability to deploy is great. Most top education institutes, banks, casinos prefer deployable models for the ability to customize and keep access/information strictly internal. It becomes highly affordable when you deploy a product – esp. with a product like Helpdesk Pilot that can be installed on any shared hosting service.

Besides, Helpdesk Pilot has been around for 4 years now. Extremely popular, profitable & great growth story. Of course, full blown SaaS would be a sweet extension of the product.

Watch this awesome stop motion video of HelpdeskPilot.

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