HelpDeskIQ for Small Business is a browser-based helpdesk and asset tracking system that is used to automate support processes. It provides service agents with the ability to submit, monitor, and manage helpdesk tickets. The package comes with 60 days of free support and free online training for both administrators and users.
The vendor said the $995 system is designed to cater to the immediate needs of small organizations, and claims the system can be fully implemented in less than an hour. It comes with features that allow for quick ticketing, self service and email integration so that incoming emails are automatically relayed to the appropriate helpdesk agent based on its subject, priority and status.
The HelpDeskIQ product competes with service management systems from the likes of Sunrise, Hornbill and Heat. The product integrates with Microsoft CRM and ships with operating support in seven European languages.
The company has also released a new version of Remedy Citizen Response, the company’s customer support application used in call centers in the public sector, where Remedy claims it has 1,100 customers.
BMC claims to hold a market leading 25% share of the service management sector and expects its combined Remedy and Magic helpdesk product lines to generate between $300m and $350 this fiscal year. In its 2003 financial year, ending March 31, BMC reported net income of $48m on revenue up 3% at $1.32bn.
