Ticket Action Rules – Automation is the key. Action Rules by Web Help Desk® allow your team to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group fulfilling the service request. Automated escalations and ticket updates are driven by easy to configure cascading criteria rules within the help desk admin tools.
Asset Management – Manage both hardware & software client assignment; build parent/child relationships between assets to make tracking a snap. Integrate with your favorite asset discovery software for instant accessibility within your help desk application. Plus more!
Knowledge Base Management – Knowledge base functionality is built into the help desk software by Web Help Desk®, enabling you to create an expansive, searchable database of common customer support requests and resolutions.
Ticket Submission Web Portal – End users can submit requests through Web Help Desk software’s intuitive, customizable, web interface. Display required and optional custom fields dynamically based on service request type.
2-Way Email Integration – Eliminate disconnects between help desk support tickets and email. Maintenance options within your ticket email include: changing status, adding public or hidden notes, reassigning ticket, attaching files, adding work time and billing rates; all from the convenience of email!
Performance Reporting Built-In – Web Help Desk’s robust built-in graphic reporting tools give you direct insight into technician performance, areas for improvement in customer service, real-time billing data, and bottleneck problems.
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