Web Help Desk Software 9.2.0.8

Web Help Desk Software 9.2.0.8 is a mighty efficacious tool that offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive web-based technician interface, customer support web portal, email-to-ticket conversion, and 2-way email integration.
Major Features:

1. Video: Support Technician Interface
   
   • Cross-platform, Web-based IT Service Management Software
   • Incident and Problem Management
   • Asset and Desktop Management
   • Change Management and Approval Work Flow
   • Two-Way E-Mail Correspondence
   • Knowledge-Base Management
   • LDAP / Active Directory Synchronization
   • Implement Multiple Language Packs (language auto-selected based on customer's default language setting in web browser.)
2. Video: Enduser Ticket Submission
   
   • Create service tickets through the customer web portal
   • Custom fields dynamically display based on ticket category
   • Related knowledge based dynamically present self-help options
   • Customers select the ssset in question to assist technicians
   • View and update trouble ticket history from web interface
   • Customers receive ticket confirmation and alert emails
   • Access customer web portal via any modern web browser
   • Implement Multiple Language Packs (language auto-selected based on customer's default language setting in web browser.)
3. Trouble Ticket Management
   
   • Email-to-Ticket conversion via IMAP or POP3 mailbox(es)
   • Auto-assign tickets to technicians or groups of techs
   • Intuitive and customizable trouble ticket list views
   • Basic, Advanced, and Saved ticket search queries
   • Problem / Incident (Parent / Child) ticket relationships
   • Quick-Ticket templates ensure increased productivity
   • Instantly update tickets with knowledge-base article links
   • Bulk update mass ticket lists as needed
4. Asset Management and Desktop Control
   
   • Track complete lifecycle of hardware and software assets
   • Assign assets to customers, locations, departments, and rooms
   • Ticket history and asset history audit logs
   • Parent / Child hardware and software relationships
   • Basic, Advanced, and Saved asset search queries
   • Help desk software integration includes:
   • Apple Remote Desktop (including asset discovery)
   • Windows Remote Desktop Connection
   • VNC URL Protocol Tool
   • LANrev Client Manager (including asset discovery)
   • JAMF Casper Suite (including asset discovery)
5. Knowledge Base Management
   
   • Technician-Only visibility setting for internal knowledge bases
   • Rich text and file attachments promote self-help assistance
   • Intuitive search interface enhances first call resolution productivity
   • Basic, Advanced, and Saved ticket search queries
   • Problem / Incident (Parent / Child) ticket relationships
   • Insert knowledge-base article links for quick ticket resolutions
   • Import knowledge-base FAQs from a spreadsheet format
6. Approval Work Flow and Change Management
   
   • Manage change control through automated approval work flow
   • Approval persons dynamically assigned based on submitter criteria
   • Unlimited tiers of approval work flow adhere to strict business logic
   • Change Advisory Board (CAB) voting functionality included
   • Visual representations of current work flow status
   • Hide description for "Denied" vote from submitter
   • Approved change automatically converted to service ticket
7. Performance Reporting
   
   • Generate statistics detailing ticket submission rates and average response times
   • Graphically display statistics in pie charts, bar graphs, or data tables
   • Schedule e-mail delivery of reports to any audience automatically
   • Live reports display interactive hyperlinks to tickets in question
   • Create real-time billing data; export to spreadsheet format
   • Rectify bottlenecks due to staff performance or troubling hardware
8. Support Ticket Submission
   
   • Create customer support tickets via web interface or e-mail
   • Ticket submission form dynamically displays custom fields based on ticket criteria
   • Custom fields include: drop-downs, radio buttons, check boxes, or sizeable text boxes
   • Display related self-help knowledge base FAQs during submission
   • Request the troubled asset during the ticket submission process
   • Attach files to the service request ticket
   • Carbon Copy (Cc:) anyone during ticket submission
9. Ticket History and Updates
   
   • Easy-to-use interface to search your ticket history for updates
   • Send technician an update or additional information on the ticket
   • Schedule e-mail delivery of reports to any audience automatically
   • Live reports display interactive hyperlinks to tickets in question
   • Create real-time billing data; export to spreadsheet format
   • Rectify bottlenecks due to staff performance or troubling hardware
10. Self-Service Knowledge Base Search
    
    • Easy-to-use self-help to promote a reduction in help desk involement
    • Search by categories, asset type, and keywords
    • Rich text, hyperlinks, and file attachments ensure robust self-help
    • 5-Star voting functionality to define FAQ usefulness levels
    • Configure visiblity of knowledge articles to the audience of choice
11. Approval Workflow / Change Management
    
    • Approval requests are submitted in same support ticket interface
    • Voting is executed via web portal or e-mail
    • Option to hide reason for denying request from original requester
    • View old approval requests for historical reference and audit
    • E-mail reminders to approval staff who have not voted
    • Intuitive web interface and e-mail voting for approval personnel
12. E-Mail Updates and Alerts
    
    • Rich HTML emails provide user-friendly content to customers
    • "Add Note" button allows customers to correspond with technicials via the familiar channel of communication, e-mail
    • Simply replying to the e-mail will add a ticket note and all quoted text is stripped from the note
    • A "resolved" ticket prompts customers to denote if the issue was resolved. Clicking on "Yes" automatically closes the ticket
    • A chain of ticket notes is displayed for historical reference

Enhancements:

• Fixed: When updating from versions prior to 8.4.0.1, installer now remembers where the update left off in case of an out-of-memory error that requires restarting the application. (The 8.4.0.1 update associates all existing tickets with a tech group level and can be memory intensive for large help desks.)
  
• Added: Country popup menu in Preferences > Date & Time > Business Zones now includes translations into the system's default language.
  
• Added: Localization now uses IBM ICU libraries in order to support more countries and to facilitate faster updates when daylight savings schedules change.
  
• Added: Ticket and asset searches can now accept a dash (-) as a parameter in criteria text fields to indicate the search should match empty values.
  
• Added: Asset importer/exporter now includes a column for the discovery synchronization key.
  
• Added: Techs > Technicians page now includes a status light to indicate which techs are currently logged in.