Easy Assist.

This article reviews the computer software HelpStar 8.1 from Help Desk Technology International Corp. HelpStar is based on a request-management system made up of end users, dispatchers, support reps and multiple support queues. End users can create requests through a Windows client, a Web interface or an e-mail message; alternatively, a support rep can create one on the user's behalf. HelpStar also provides purchase-request and order-management features, as well as a basic Windows workstation and generic asset-tracking. It took an hour to install and configure HelpStar after downloading Microsoft Data Engine from the Microsoft Web site to a fresh Windows 2000 server. HelpStar excels at importing flat-file text data, which lets one create advanced import formulas to deal with multi-line records in addition to conventional columnar data. It was a disappointment that HelpStar provides no method for new users to sign up for a helpdesk account. Setting up escalation schedules for requests is greatly simplified using HelpStar's graphical escalation table. HelpStar's time-sheet features tie in nicely with its reporting system, letting managers review time sheets and generate billing reports based on support rep work. HelpStar 8.1 features two Web interfaces: .Net and legacy. The .Net interface is a faithful reproduction of the Windows client in both appearance and functionality, perfect for an intranet of extranet.