Web-based help desk software for ITSM professionals
Incident & Problem Management
Streamline help desk ticket resolution through the entire lifecycle. Arm your technicians with the ITSM incident diagnostics and ticket routing features that ensure tight integration and relationships with knowledge base articles, CMDB asset association, service requests, known problems, change requests, and service level agreements.
Tickets can be created and updated by email-to-ticket conversion, the customer service web-portal, or through technician Quick Ticket templates.
Help desk software by Web Help Desk™ uses intelligent business logic to determine which technician is assigned to a new ticket. When using a combination of location, skill-set, work schedule and work load balancing, you always get the right tech for the job.
Web Help Desk makes it easy to meet your organization’s unique requirements. Custom forms, unique email templates, and workflow configurations are easy to modify with point and click, yet flexible enough to adhere to your unique operations.
Go Mobile. Free your service desk with Web Help Desk. Empower your technicians with 24/7 access to critical customer service data using Web Help Desk’s mobile web application. Technicians can deliver exceptional customer service to their clients no matter their location — all from the palm of their hand. Whether away from their desk, in a meeting, or at a customer site, your team has the ability to change workload prioritization on the fly, with no surprises when they get back to their desk.
The versatile Web Help Desk web-app provides dynamic, real-time access to your service desk through the convenience of virtually any webkit enabled mobile device such as Microsoft® Windows Mobile®, RIM® Blackberry®, and Apple® iPhone® devices.
Web Help Desk Mobile™ is available in the iTunes® App Store. Web Help Desk Mobile supports push notifications of new and updated tickets.
You can also view a demo of the mobile version by typing bit.ly/whd-mobile into a browser on your smartphone. Try it now!
Track performance in real-time. Manage the health of your team and identify trouble spots to discover unrealized efficiencies. Web Help Desk includes built-in, customizable dashboard reporting that keeps your finger on the team’s pulse.
Web Help Desk’s dashboard feature increases the visibility of real-time business operations for faster, more informed decisions that improve performance and efficiency. At-a-glance charting from your personal dashboard provides an instant visual overview as to your help desk’s service fulfillment across virtually any metric, reducing individual reporting needs.
Custom Web Forms
Dynamic, custom forms *push* critical information to technicians from end users. Now you can create custom service request forms with unlimited fields. Web Help Desk offers dynamically displayed custom form elements based on end user’s previously selected elements. This function creates an environment where critical data and information is PUSHED to the technician instead of the technician PULLING information from the end user.
Email to Ticket
Inbound emails need no special attention. Web Help Desk supports IMAP, POP, and Exchange protocols for inbound e-mail retrieval.
Service requests can be submitted via e-mail to one or more dedicated e-mail addresses, promoting cross-departmental usage of the Web Help Desk. Inbound e-mail accounts to the Web Help Desk are monitored by the application, with new messages used to automatically generate tickets (including attachments). Requests can be updated by e-mail to add notes, change status, attach files and reassign a Technician.
Each department’s unique email address can be polled by Web Help Desk, converting the individual service request into a separate, trackable item with a complete searchable history. These histories can be analyzed and incorporated into Performance and SLA Reporting.
Capture, track, resolve, and audit trouble tickets, service requests, work orders, and issue submissions via email all within one easy centralized solution!
Business based action rules increase your team’s efficiencies through automation. Web Help Desk Action Rules allow you to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirements criteria may be based on virtually any ticket field — including your very own custom fields.
Rule evaluation can be triggered at any stage of the ticket’s lifecycle, ranging from its creation to a basic update. The flexibility is yours.
Automated ticket updates may include:
- Updated ticket assignment
- Automated priority changes
- Add approval requirements
- Running multi-stage tasks
- Modify ticket fields
- Many more…
Service Level Agreement ALERTS
Prevent loss of customer satisfaction caused by missed SLA due dates. Web Help Desk ensures that Service Level Agreements stay on-track and in-line by keeping all of your technicians and clients up to date with configurable email alerts. All new tickets and ticket updates can be emailed to the appropriate recipients. Technicians and management can be alerted via email, and even SMS text messages, when jobs have been left unchecked, unassigned or incomplete for a specified time period.
Robust graphic performance reporting tools. As a help desk administrator, your job depends on managing end-user requests in a timely manner. With Web Help Desk’s robust graphic reporting tools, you always know how your technicians are performing, which locations or customers are in need of extra assistance, real-time billing data, and what problem types are causing the most trouble. Take the pulse of your help desk in real time on the web or have reports delivered by email to the audience of your choice.
Integration with Network & Systems Management Software
Web Help Desk integrates with award-winning SolarWinds Network Performance Monitor, Server & Application Monitor and Network Configuration Manager. This integration allows you to convert network device performance and configuration issues, server availability, and critical application performance issues directly into trouble tickets in Web Help Desk.
Time & Materials
Track labor, travel time, and deployed materials, then generate instant PDF quotes or invoices. Invoices can be downloaded by designated clients right from the web! Know your billing status in real-time with powerful reporting options, or download report results as Excel files for further manipulation for your accounting solution.
Manage change control through automated approval work flow. The only constant in life is change, but constant change can be overwhelming. Track and automate your workflows with rule-based approval and voting functionality to ensure timely communication and fulfillment. Approving managers and Change Advisory Boards (CABs) can be chosen dynamically based on the requester’s location, department and type of request.