About FastTrack Helpdesk
FastTrack Helpdesk is a helpdesk software from FMDirect designed to manage customer support efficiently. It provides ticket management, knowledge base integration, and reporting tools so teams can respond to inquiries effectively. FastTrack Helpdesk allows users to track issues, create self-service resources, and analyze support data to improve response times. The platform features real-time collaboration tools to ensure team members can communicate effectively while handling customer requests. Key capabilities: ticket management knowledge base reporting tools real-time collaboration user management Best for: support teams that need to simplify customer query resolution.
FastTrack Help Desk Software, developed by FMDirect, is a scalable service management solution built for automating maintenance and support tasks across sectors like Facility Management and IT. Its core function is the rapid capture and distribution of reactive calls, coupled with the automatic allocation of Planned Preventative Maintenance (PPM) tasks to internal or external contractors. The system centrally manages key processes, including crucial resource and cost control over labour, parts, and stock. It further utilizes Business Intelligence mechanisms for performance analysis, aiding in proactive managerial decision-making. The software is functionally comprehensive, offering features such as Asset Tracking, Work Invoicing, and Labour Control. It boosts operational efficiency with unique tools like an optional Email Scanner for automated job creation and a Keyword Finder for quick issue resolution. FastTrack provides crucial deployment flexibility, available through On-Premise Windows client/server setups, Web-Based access via browsers for remote staff and clients, and dedicated Mobile versions. This multi-platform capability ensures maximum accessibility for organizations of all sizes.
Pros & Cons
- +Flexible access across Windows, web, and mobile devices allows both office and field teams to operate efficiently.
- +Comprehensive parts, labour, and stock tracking helps reduce waste and control costs effectively.
- +SLA and KPI monitoring ensures contractor accountability and improves service reliability.
- +Optional modules like the email scanner allow tailoring of the software to organizational needs.
- +Built-in reporting and advanced invoicing streamline administrative work and save time.
- −Pricing plans are not disclosed online, requiring direct contact for cost information.
- −No marketplace for third-party add-ons limits customization and extension options.
- −International availability and support are unclear; may be UK-centric.
- −Live chat or chatbot support is not available, potentially slowing real-time assistance.
- −Community forums are not provided, limiting peer-to-peer help.
- −Integration options are not documented, possibly limiting connectivity with other tools.
Features
Key features
- Call Logging
- Rapid capture of reactive calls with pop-up of asset history to speed up issue reporting.
- Work Order Monitoring
- Track status of work orders with filters, traffic-light status, and audit trail for accountability.
- Windows, Web & Mobile Access
- Access the system via client/server, web browser, or mobile device for flexibility.
- Parts, Labour, Materials & Stock Control
- Record and manage labour hours, materials, and parts usage with real-time inventory updates.
- Email Scanner Module
- Automatically import jobs from defined inboxes using keyword rules to streamline workflow.
- Keyword Finder
- Search past calls and notes for terms and view prior solutions to recurring issues.
- Advanced Invoicing
- Calculate job costs (labour, parts, materials) and automatically generate invoices.
- SLA & KPI Analysis
- Monitor contractor compliance and attach SLA data to work orders for performance tracking.
- Reporting Tools
- Build custom reports and export data to Excel, dBASE, or SQL for managerial analysis.
- Intelligent Help / Customisable Help Section
- Context-sensitive help items and printable manual for guidance.
Additional features
- Call Logging
- Record new jobs quickly with drop-down lists and caller details.
- Automatic Email & Attachments
- Send work-order confirmations and attach manuals or risk assessments via email.
- Work Order Monitoring
- Filter jobs by caller, type, building, or contractor; track status and response times.
- Windows/Web/Mobile Access
- Supports networked client/server, web browsers, and mobile field devices.
- Parts/Labour/Materials/Stock Control
- Track inventory, material costs, and labour hours with real-time updates.
- Email Scanner Module
- Automatically import new jobs from defined inboxes.
- Keyword Finder
- Search historical calls and notes for phrases to review prior fixes.
- Advanced Invoicing
- Calculate costs of jobs and generate invoices automatically.
- SLA & KPI Analysis
- Attach SLA to work orders and monitor compliance for response, containment, and completion.
- Reporting Tools
- Export data to Excel, SQL, or dBASE and create custom management reports.
- Intelligent Help / Manual
- Context-sensitive help with printable manuals and guidance documentation.
Pricing
Countries & Languages
Available in
Interface languages
Billing currencies
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About FastTrack Helpdesk
FastTrack Helpdesk is a helpdesk software from FMDirect designed to manage customer support efficiently. It provides ticket management, knowledge base integration, and reporting tools so teams can respond to inquiries effectively. FastTrack Helpdesk allows users to track issues, create self-service resources, and analyze support data to improve response times. The platform features real-time collaboration tools to ensure team members can communicate effectively while handling customer requests. Key capabilities: ticket management knowledge base reporting tools real-time collaboration user management Best for: support teams that need to simplify customer query resolution.
FastTrack Helpdesk Details
FastTrack Helpdesk's In-App Market Place
Does FastTrack Helpdesk have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£)
Pros & Cons
- Flexible access across Windows, web, and mobile devices allows both office and field teams to operate efficiently.
- Comprehensive parts, labour, and stock tracking helps reduce waste and control costs effectively.
- SLA and KPI monitoring ensures contractor accountability and improves service reliability.
- Optional modules like the email scanner allow tailoring of the software to organizational needs.
- Built-in reporting and advanced invoicing streamline administrative work and save time.
- Pricing plans are not disclosed online, requiring direct contact for cost information.
- No marketplace for third-party add-ons limits customization and extension options.
- International availability and support are unclear; may be UK-centric.
- Live chat or chatbot support is not available, potentially slowing real-time assistance.
- Community forums are not provided, limiting peer-to-peer help.
- Integration options are not documented, possibly limiting connectivity with other tools.
FastTrack Helpdesk's Support Options
Email Address
support@fmdirect.co.ukContact
0845 299 0231FastTrack Helpdesk's Alternatives
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