Omnistar Help Desk Software Features

Effective help desk support for your clients and staff.

Instant Customer Feedback: Get instant customer feedback with staff ratings, user surveys and knowledge base ratings..
Intuitive Troubleshooter: Allow your users to follow a series of questions to find answers to common problems.
Built-In Document Manager: Easily upload documents and make available to your customers and staff using the built-in document manager.
Staff Calendar: Keep your staff organized with a group company calendar where they can post tasks and store contacts.
Announcements: Stay in touch with employees and customers by posting upcoming events, deadlines, product releases and more on your help desk support pages.
Live Chat Request: Enable your staff members to request chat conversations with your web site visitors.

Powerful features that make Omnistar Live a step above the competition.

Provide Real-Time Live Chat: Engage in real-time chat with website visitors. Visitors will be shown an icon and know if there are available staff and easily request support.
Support Your Users via Web Ticket: Users can fill out a web based ticket and the information will be stored in the administrative area and your staff will get notified.
Create Tickets From Emails: Set up a designated support email, which automatically pulls in the sender's email address and creates a support ticket.
Create Knowledge Base For Users and Staff: Easily create a knowledge base for your customers and staff, which can be customized with internal-only as well as password-protected articles.

Track usage of your help desk and all of its users.

Web Site Traffic: Track which search engine or web sites your site visitors are coming from and the key words used to reach your site in real time in the chat monitor window.
Help Desk Summary Reports: View a summary of all actions completed by your help desk, including a performance report based on ticket turnaround time.
Staff Reports: View reports for each individual staff member, detailing tickets worked on and actions completed.
Advanced Reporting: Access to detail reports that include: web site traffic, referrers, user details, staff reports, visitor transcripts, user chat reports, staff events, knowledge base reports, survey reports and more.

Manage the system from a user friendly web administrative interface.

Manage Users and Staff Accounts: You can easily manage and setup user and staff accounts from the administrative control panel.
Interface Customization: You can customize the look and feel of the entire user interface with your own layout and graphics.
Manage Notifications: Set notifications for staff members when new tickets are submitted or changed.
Compatible with most web browsers: The administrative control panel can be accessed using any of the latest web browsers including IE, Firefox, Safari and Google Chrome.

At Omnistar, we provide 24/7 support to insure that all of our clients receive the best support.

Helpdesk ticket: Support issues can be reported via the helpdesk that will then immediately notify us.
Knowledge Base: Access in-depth articles about using the product and other support related issues.
Telephone: After your ticket has been submitted and you get a response, you may call if you have additional questions.
Support Videos: Access detailed support videos that step you through the main features of the software so that you see exactly what to do.

Full Feature List