Business Rules and Reporting

Helpstream also features enterprise-class customization capabilities, including a robust Business Rules engine and custom reporting. The Business Rules engine lets you configure Helpstream according to your own workflow and rules. (Do you want tickets automatically assigned based on problem type or priority? Do you want to be notified if a case is open for more than a certain number of hours?) The ability to create custom rules and reports is a Premium feature that lets you harness the full power of Helpstream.

Multiple report and dashboard views are available for agents and administrators. Quick snapshots of open and closed cases (including community collaboration and self service) allow administrators to get real-time status on customer support activities and progress. You can also search for and extract any information you want into XML for use in Excel or Reporting applications.