
 
Release version 

by  Simply amazing software   	www.helpdeskpro.net	sales@helpdeskpro.net

Give Your Business the Edge



Contents
1.Initial Passwords
2.Features of HelpDesk
3.What Else Will You Need
4.Screen Appearance - optimising the look
5.Purchasing and Unlocking
6.Protection
7.Backup Software
8.Bugs? - What Bugs?


Initial Passwords
Default UserName & Password
To Logon at the Main Menu, use the 	UserName: 	Admin
					Password:	adminpass
[be sure to change these early on!!]

Features of HelpDesk
HelpDesk is an intuitive, easy to use, program that can help any business to interface 
with their clients. Whether the clients are 'external' customers or your own internal 
staff, HelpDesk turns the managing of these phone call responses from the usual 
embarrassing chaos into a well managed and efficient operation.

Intuitive and Easy to Learn
- Many systems need a steep learning curve but HelpDesk is intuitive and the well designed screen layouts 
make the system easy for operators to both learn to use, and to interface to on a day to day basis - little, if any, 
training is required.
- An on screen help system can be called up at any time.

Important 'Call' Information Cannot be Overlooked
- Client Call Reports are automatically stamped with the 'Operator's name, date, & time of call.
- Calls must be given a 'Priority' rating by the operator taking the call - this rating can be upgraded or 
downgraded at any time.
- Users(operators) of the system are warned about 'Unresolved' calls when attempting to log out.

HelpDesk Includes a Database for Client Details
- Client's 'Name, Company, Address & Phone numbers' can be automatically called up from an associated 
database(included) and these will be incorported in the Call Report.
- If the client has a history of calls, then this history, and the details of the calls are instantly available for the 
operator to view - without leaving the main screen.












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Users Can Easily Manage the Call Reports They Initiate
- The operator can temporarily leave a call 'Unresolved' and take another call, and any of these 'Unresolved' 
calls are listed on the main screen for immediate 'recall' at any time. These calls form part of that operators 
'Unresolved Calls Queue'.
- The operator must change a call status to 'Resolved' in order for the system to consider it satisfactorily 
handled.
- An operator can 'Refer' a call to another operator or supervisor, if they feel unable to handle it themselves 
after first taking the call and initiating the Call Report.
- If a particular call is considered 'Resolved' for the time being, but some follow up action is required e.g. 
letter to go out etc. this fact can be tagged to the Call Report and will be highlighted in reports.

An 'Overview' Screen Aids Supervision
- A Supervisor's screen is available and this enables the status of all unresolved calls, referred calls, number of 
operators logged on etc to be seen at a glance.
- The operator viewing this 'Overview' screen can instantly go to any of the call details.

Extensive Reports Quickly Available
- 'Client' focus reports, 'Operator' focus reports, or 'Problem' focus reports.
- A client's call records, either a single call or complete history can be presented as an on-screen report or 
printed out. Similarly, call reports related to a particular operator, or a particular problem can be quickly 
called up.
- A log is kept of elapsed time taken to resolve each call. If a resolved call is reopened then the log is opened 
again and the operator's name who opened and closed is recorded. A log printout report is available.

Standing Instructions - Information Repository
- At the click of a screen button, operators can bring up pages of assistance material, for example - standing 
instructions, specifics on a particular system being supported, company policy, company personnel 
details,safety procedures, technical staff rosters, etc - no limit!

'Whiteboard' Alert , Auto-messaging Facility
- A system-wide "Whiteboard" is available to flag and alert operators to messages - operators are alerted to 
important changes on the whiteboard automatically, and must view the whiteboard to clear the alert.
- Whiteboard messages can be given a priority as to their importance to users.

Password Logon Provides System Security
- Operators logon the system by password control - they cannot logoff and leave unresolved calls without 
appropriate warning messages.
- Levels of 'system privilege' allow for supervisors to have more control

Customisation of HelpDesk is Possible
- Within HelpDesk, users can customise many of the data entry areas to suit the particular business.
- Almost no limit to further customisation that can be done to tailor the system to your operation.

Operates on Windows 95 or 98, Windows NT systems, & Macintosh systems
- For just a single computer or up to 100 multiple networked computers - for one operator or for many.
- HelpDesk can operate 'cross platform' and so the network can have a mixture of PCs and Macs on it if 
required.

What Else Will You Need				[ Important!  Please read ]
HelpDesk requires that you have a copy of the award winning FileMaker Pro database program installed on 
each computer running HelpDesk. If you don't currently have a copy of FileMaler Pro, you can download a 
demo evaluation copy now from 	http://www.filemaker.com



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Screen Appearance - optimising the look		[ Important!  Please read ]
HelpDesk is optimised for certain settings of your Windows 95 or 98 software and FileMaker Preference 
settings. These are very easy to change, but if you've got them different from the optimised setting it can 
drastically alter your use and enjoyment of the program.
In particular, these are:
1.  Screen Resolution in Windows 95 or 98 - HelpDesk is optimised for a setting of 800 x 600 pixels.
To check, or alter the setting, do the following:
Click on the Windows 'Start' icon
	'Settings'
	'Control Panel'
	double click on 'Display' icon
	select 'Settings'
                                                                    confirm, or set, the screen area to 800x600 
[if you've changed the setting be sure to click on the 'Apply' button to confirm the change!]

2. Status Line Help in FileMaker  - HelpDesk is optimised for not having "Show Status line help" selected.
To check the setting, do the following:
Start up FileMaker Pro, 
	Select the 'Preferences' option from the 'Edit' menu
		Select 'General'
	Ensure 'Show status line help' is not selected.



Purchasing and Unlocking
This program costs US$89 for a single user licence, US$150 for a 5 user licence, and US$450 for an unlimited 
site licence. Upgrades from one level to another are also available. Note that the unlimited site licence also 
provides the master passwords which provide full access to the program code[the lower level licences do not 
provide this code access]  
This program is registered to you when you pay for it and must not be lent, sold or otherwise given to someone 
else for their use.

Kagi handles our payment processing and paying for HelpDesk is fairly simple. Open the Register program 
that accompanies the program - it was in the same folder. Enter your name, your e-mail address(or postal 
address), and the type of licence you desire for the program.
Save, or Copy, or Print the data from the Register program and send the data and payment to Kagi. More 
specifics on the Register program to follow.

If paying with Credit Card or First Virtual, you can e-mail or fax the data to Kagi. 
Their e-mail address is sales@kagi.com and their fax number is +1 510 652-6589. 
You can either Copy the data from Register and paste into the body of an e-mail message or you can Save the 
data to a file and you can attach that file to an e-mail message.
There is no need to compress the data file, it's already pretty small. If you have a fax modem, just Print the data 
to the Kagi fax number.
Payments sent via e-mail are processed within 3 to 4 days. You will receive an e-mail acknowledgement when 
it is processed(together with the unlocking passwords) Payments sent via fax take up to 10 days and if you 
provide a correct internet e-mail address you will receive an e-mail acknowledgement.

If you are paying with Cash or a US$ Check you should print the data using the Register application and send 
it to the address shown on the form, which is:
          Kagi
          1442-A Walnut Street #392-QIK3
          Berkeley, California 94709-1405
          USA






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You can pay with a wide variety of cash from different countries but at present if you pay via check, it must be 
a check drawn in US Dollars. Kagi cannot accept checks in other currencies, the conversion rate for non-USD 
checks is around USD 15 per check and that is just not practical.
If you have a purchasing department, you can enter all the data into the Register program and then select 
Invoice as your payment method. Print three copies of the form and send it to your accounts payable people. 
You might want to highlight the line that mentions that they must include a copy of the form with their 
payment.
Kagi can not invoice your company, you need to act on behalf of our company
and generate the invoice and handle all the paperwork on your end.

Please do not fax or e-mail payment forms that indicate Cash, Check or Invoice as the payment method. As far 
as we know, there is still no technology to transfer physical objects via fax or e-mail and without the payment, 
the form cannot be processed.
Payments sent via postal mail take time to reach Kagi and then up to 10 days for processing. Again, if you 
include a correct e-mail address, you will hear from Kagi when the form is processed.

Protection
HelpDesk is password protected and when you pay, you will be sent an e-mail acknowledgement from Kagi 
that payment has been received. This e-mail will contain the password to unlock the program and gain access 
according to the licence level you have purchased. 
If you do not have an e-mail address, select Postcard Receipt so that Kagi can snailmail your unlock password.
Kagi transmits the registration codes via e-mail and paid postcard receipt only.

Backup Software
A 30day trial version[upgradeable by paying the small shareware fee] of the award winning backup software 
"Second Copy" is included in this package. HelpDesk includes integration with Second Copy to facilitate easy 
backups. If you want to evaluate Second Copy for free, double click on the setup file called: sc97 and follow 
the installation instructions. When you configure the backup 'Profile' for HelpDesk it is important, at least 
initially, to name this Profile:   HelpDesk 
Although you can change it later, the linking scripting in HelpDesk expects to see a  Second Copy Profile   
called HelpDesk.
See the internal Help file in HelpDesk for futher hints in configuring this great backup software.

Bugs? - What Bugs?
We'd like to know about any, er, "undocumented features". So, if you've found one please let us know. 
And the same goes for any suggestions for any new or enhanced features.


Simply amazing software   
