Web Help Desk

Web Help Desk help desk software offers web-based ticketing, change management, IT asset management, and knowledge base.

Features include:

• Service request fulfilment:
  • Action rule automation and mass ticket updates.
  • Help desk staff triaging for escalations.
  • Customer self-service web interface.
  • Automated ticket routing and assignment.
  • Unlimited tickets and custom fields.
  • Export tickets.
  • Email-to-ticket automation.
  • Load balancing of ticket assignment.
  • Ticket templates.
  • Nested service catalog selection.
  • Audit trail.
• Communication and correspondence:
  • Configure multiple inbound email addresses.
  • Email notifications on ticket updates.
  • Change ticket status and assignment from email.
  • SMS text message notification.
  • Technician group icalendar visibility.
  • Custom email and SMS message templates.
  • Public messages/alerts.
• Help desk management:
  • Basic and advance ticket searches.
  • Browser plugins and extensions.
  • Supports multiple companies, locations, departments, and projects.
  • Multi-level escalation path.
  • Tracks due dates relative to specific business hours.
  • Customized and real-time performance reporting.
  • Multiple time zone management.
  • Export reports to PDF.
• Account management:
  • LDAP and active directory synchronization.
  • Permissions based technician accounts and technician grouping.
  • Backup technician assignment and technical availability management.
• Service level agreement:
  • Auto escalations and notifications.
  • Time tracking, stop the clock for customer dependent input.
  • SMS text message notification.
  • SLA reminder notifications.
• Knowledge base management:
  • Self service guidance: related FAQs and tool tips.
  • Internal and external visibility.
  • Knowledge approval management.
  • Embed videos, file attachments, and rich text.
  • Import FAQ.
• Asset management:
  • Remote control PCs and Macs.
  • VNC URL protocol tool.
  • JAMF casper suite integration.
  • Software license management.
  • Vendor, manufacturer, and model management.
  • Microsoft SCCM and SMS integration.
• Approval/change management:
  • Change advisory board voting.
  • Dynamic approval decision engine.
  • Control decision details visibility.
  • Tiered approval steps, vote via email or web.
  • Approved requests to service ticket.
  • Change history.
• Task and survey management.
• Billing and parts management:
  • Time utilization reports.
  • Billing rate and terms management.
  • Quote generation and tax code configuration.
• Technology:
  • Point-and-click configuration.
  • Mobile: Microsoft Windows mobile and Apple iPhone devices.
  • Web-based accessibility and user interface.
  • API integration.
  • SSL security options.