Price: $495+
License: lifetime
Requirements: Windows/Mac/Linux/Solaris
Version: 11.2
Company: SolarWinds Worldwide, LLC
Tags: help desk software
Web Help Desk Features
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.