Feature Comparison Tele-Support HelpDesk vs GoldMine 8 PE The following comparison is between Tele-Support HelpDesk version 3.2.1 and GoldMine version 8 PE. This list was compiled by Resource Dynamics, Inc, publishers of Tele-Support HelpDesk. This may be used as a guide only. Individual features may change as software continues in the development cycle. One basic difference is that Tele-Support HelpDesk is an external program that runs outside of GoldMine. GoldMine can be open or closed on the operator's desktop. In either case, data will be read from GoldMine and written back to GoldMine from Tele-Support. There is a possible advantage to this, especially for larger organizations, and that is that you can separate users of each application. GoldMine users may not be the same people who use HelpDesk (and vise versa). Thus, you can manage a helpdesk and customer service operation without giving those operators direct access to your GoldMine data or program.       GoldMine TSHD General   Ability to run external to GoldMine  (see above) No Yes     GoldMine version compatibility 8pe 6.x, 7.x, 8pe   Works with following GM database types SQL SQL, DBF   Features   Basic Issue Tracking Yes Yes   Display and update GoldMine fields and activities Yes Yes   Add custom fields to inquiry tickets No Yes   Integrates with GoldMine calendars Yes Yes     "Intake forms" and designer. The ability to design multiple custom forms with contact manager auto fill and link forms to inquiries. No Yes     "Priority Escalation". Automatic escalation of priorities with email notification. Color coded priorities No Yes     "Customer Inquiry Status Publisher". Ability for customers to access inquiry status and other information on-line via the web. No Yes     "My HelpDesk" feature for dashboard summary review and launch into inquiries No Yes     Bulletin Board System No Yes     "External program launch" Ability to call and run external programs. Allows hooks into custom programs or external programs. Can pass parameters so can be used to call or open files for specific customer or inquiry. No Yes     Can assign sticky notes to inquiries to get attention. No Yes   Multiple flags can be assigned to inquiries for classification No Yes     "Remote Access via Web" Yes IGoldMine Yes Go-Global   Known Issues Tracking No Yes   Known Issue (bug tracking) na Yes   Link known issues to customer inquiries na Yes   Manage work flow for known issue resolution na Yes   Use as project manager for R&D and product development na Yes   RMA (Return Material Authorization) Tracking No Yes   Timekeeping   Basic timekeeping Yes Yes   Detail tracking - real time vs billing time No Yes   Time line analysis of significant events (owner referrals or priority changes) No Yes   User security on changing log time or bill time No Yes   Time records have own notepad for time tracking documentation Yes Yes   Knowledgebase   Built in knowledgebase Yes Yes   Ability to put knowledge base 'on-line' or make portable for use without program. No Yes   Ability to access built-in and external knowledgebases Yes Yes   Contract Tracking No Yes   Configurable default billing status na Yes   Multiple contract types available na Yes   Warn operator at date or time usage waypoints or expiration na Yes   Maintain usage and balance of contracts in GoldMine na Yes   Track real time vs billing time for customer billing statements na Yes   Email   Handle outbound emails Yes Yes   Link emails to issues Yes Yes   Allow email templates and/or signature templates Yes Yes   Merge issue data into emails Yes Yes   Ability to email knowledgebase items to customer Yes Yes   Handle in-bound emails. Auto find domain and link to issue. Yes, partial Yes   Link in-bound emails to issues Yes, partial Yes   Notify helpdesk operator when 'new' inbound links (email). No Yes   Spell checking Yes Yes   Reporting   Built-in reports Yes Yes   Interface to Crystal Reporting and custom reports interface Yes Yes   Reports in Crystal Reports format supplied No Yes updated Sept 7th, 2007