Web Based Help Desk Software
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Web Based Help Desk Software
Say "good bye" to your current, inefficient helpdesk solution and streamline your IT service desk with Web Help Desk; the best of breed, cost effective, browser based Help Desk Software.
As a "help desk" continues to evolve into a full "service desk" entity, the 100% web-based Web Help Desk system intuitively tracks and automatically assigns any form of requests; from technical support requests to change management requests to non-technical support requests to work order management requests.
Core Help Desk Benefits Include:
- Cross-Platform, Web-based IT Service Management Software (ITSM)
- Incident & Problem Management
- Asset & Configuration Management
- Change Management / Approval Work Flow
- Two-Way E-Mail Correspondence
- Knowledge-Base Management
- LDAP / Active Directory Synchronization
- Client Survey Management
- Reporting Included
- Server Licensed or On-Demand ASP Hosted SaaS Options
Intuitive point-and-click configuration and easy-to-use enduser service desk experiences within the Web Help Desk application allows your organization to deploy help desk features and work flow that make the most sense for your service desk's daily management operations.
The Web Help Desk’s web based help desk management software allows your IT service desk to run more efficiently, effectively and at a lower cost of ownership; resulting in faster incident resolution, controlled costs and increased customer service satisfaction.
Streamline your small business or enterprise service desk with:
- Email-to-Ticket Conversion - Emails sent to your Help Desk Inbox(es) will automatically convert the email to a trouble ticket by the Web Help Desk software ...including file attachments!
- Ticket Submission Web Portal - Endusers can submit their requests via the online customer support web portal; an intuitive, easy-to-use web-based interface. Forms dynamically display required and optional custom fields based on the category chosen.
- Automatically Route Requests - Dynamically route and assign help desk tickets to a specific technician / agent or group of technicians using your organization's business logic.
- SLA Management - Configure help desk Service Level Agreements to ensure that no request goes unattended. Create multi-layered SLA alerts, reminders and escalation notifications based on help desk ticket priorities.
- Asset Management (CMDB) - Build parent/child relationships between assets to make tracking inventory a snap. Manage hardware and software assets, along with their assigned endusers.
- Self Service Knowledge Base - Facilitating the creation of an expansive, searchable self-service knowledge database of common customer support requests and their resolutions.
- Performance & SLA Reporting - Generate online or PDF Performance Reports to identify your help desk's bottle-necks. Run SLA reports to ensure incident deadlines are met. Please view the Web Help Desk Reports Generation Tutorial PDF for more information.
- Two-Way Email Correspondence Integration - Email correspondence and communication audit history recording is paramount to any service request system. Web Help Desk provides the following functionality and ultimate flexibility directly out of email!
- Add Ticket Notes directly from email
- Add Hidden Notes from email (Technician Option)
- Change Ticket Status from email (Technician Option)
- Email Client with Update? Yes No (Technician Option)
- Reassign Ticket directly from email (Technician Option)
- Add Time Spent on Ticket (Technician Option - More Web Help Desk Software Features
* Need to Demo Web Help Desk? Click here for our Help Desk Demo Options
Install the Web Help Desk application on your server OR let us host your help desk software, as an On-Demand SaaS Hosted Help Desk Plan
Install the server-side help desk software on virtually any operating system of your choice OR let our organization serve the help desk software on our powerful servers, as an hosted Help Desk ASP Software as a Service (SaaS) plan. The choice is yours!
Server Side Software installers include:
- Apple Mac OS X Server
- Microsoft Windows
- Red Hat or Debian Linux
- Sun Solaris
Non-Proprietary Databases supported include:
- MySQL
- Microsoft SQL Server
- Oracle
- OpenBase SQL
- PostgreSQL
- FrontBase - An embedded FrontBase database is included for Mac OS X and Windows installations for instance functionality.
Client Side Help Desk Software is not needed:
- Apple Mac Safari
- Windows Internet Explorer
- Mozilla Firefox
- Opera
- Camino
Although the Web Help Desk solution is designed to scale across multiple servers (app server and database server), only one server is necessary to begin the "out-of-the-box" deployment. As your organization's customer support management needs expand, you can add multiple instances and layers.
* Need more Features info? Click here for a checklist of Help Desk Features
* Need to Demo Web Help Desk? Click here for our Help Desk Demo Options
* Need Web Help Desk Pricing? Click here to request Web Help Desk Pricing
The server-side Web Help Desk application can be installed on virtually any operating system of your choice with a Perpetual Server License OR let our organization serve the help desk software on our powerful servers, as an Hosted On-Demand Help Desk ASP Software as a Service (SaaS) plan. The choice is yours!
- Pricing for the web based help desk software is solely based on the number of named Technician / Agent / Service Desk Operator logins.
- The number of Clients / Endusers / Customers is alway unlimited.
- The number of Assets / Nodes / Configuration Items is also unlimited with the Web Help Desk and has no bearing on price.
* Contact a knowledgeable Web Help Desk Representative in your area.
