Web Help Desk 8.1

The Web Help Desk is an intuitive web-based technical support solution that can meet the needs of tech support groups managing thousands of users at multiple sites. No extra software is required for clients or technicians beyond a web browser.
The Web Help Desk allows tech support groups to customize problem types and locations, and to manage assets, purchase orders and clients. Clients can report problems via web or e-mail. Application business logic determines which technician or group is assigned to a new ticket based on location, problem type and ticket load.
The reporting module generates charts in real time, so you always know how your technicians are performing, or which support locations are in need of assistance. Detailed job ticket information and asset reports are available as dynamically rendered PDF or tab separated text files. The Frequently Asked Questions module supports a searchable, categorized FAQ listing and file attachment, all through a simple browser interface.
In addition to making problem reports and searching the FAQ list, clients can monitor the progress of their job requests, update their job information and see how a problem is resolved. All problem reports, updates and cancellations are automatically e-mailed to the correct technician and client. Technicians can also view scheduled tickets via dynamically generated iCal subscription or integrated calendar.
Try the online demo and find out why customers like Apple, Sony Pictures and Starwood Hotels are so happy with the Web Help Desk!
Version restrictions:
- File upload is disabled in the online demo.
Enhancements:
- Public messages now appear in the client Report page if not viewed from the login page. "Done" button must be clicked before creating a ticket.
- Messages can now include links to FAQs.
- Added: Preference for hiding Assets tab for all users (Preferences > General > Global Options).
- Added: Tech permission for hiding Assets tab.
- Added: Tech permission for hiding the Techs tab.
- Added: Custom SMS messages (Preferences > E-Mail > Custom Greetings)
- Interface "stickiness" -- pages now retain their contents so that you can, for example, switch to the FAQ tab while editing a ticket under the Tickets tab, and then come back to edting the ticket by simply returning to the Tickets tab.
- Added: Descriptive HTML titles to each page.
- Added: Default page title option (Preferences > General > Global Options).
- Added: Warranty Expiration column to Asset search column selections.
- Ability to choose "Never" as the preference for whether an email is sent out when a ticket is created or updated by a client (Preferences > Tickets > Ticket Options > E-Mail on Client Update).
- Ability to set alerts relative to ticket due date.
- Ability to show closed tickets in My Jobs and Group Jobs.
- Enabled page compression to improve response time when viewing large pages.
- Ability to use the email address that is assigned to a tech group as the reply address.
- Numerous user interface improvements.
- Added: Ticket E-mail history entries - track who received an e-mail and if any errors were encountered sending the message.