Item: Serviceware Processes (helpLine)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use helpLine company-wide as ticketing and change/release/task system. All requests from our customers create a ticket that can easily be assigned to another department. We mange all internal and external tickets. We also use it for dispositions tools in combination with Careware (also from the helpLine Groupe).

Pros and Cons

No implementation limits.
Easy handling (masks can be designed freely).
Various interfaces are available.
With C# code a lot can be done.

The task management tool could be better integrated.
Relatively high memory usage for heavy users.

Return on Investment

We can handle tickets faster.
No double tickets anymore because of the contact assignment.
One mailbox where every mail will be processed.

Alternatives Considered

Unfortunately I have no experience with other products.

Support Rating

In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.

Key Insights

Do you think Serviceware Processes (helpLine) delivers good value for the price?

Yes

Are you happy with Serviceware Processes (helpLine)'s feature set?

Yes

Did Serviceware Processes (helpLine) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Serviceware Processes (helpLine) go as expected?

Yes

Would you buy Serviceware Processes (helpLine) again?

Yes

Other Software Used

Microsoft Exchange, MS SharePoint, VMware ESXi

Likelihood to Recommend

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.

helpLine Review

Overall Satisfaction with helpLine