Web Help Desk 9.2.1.3

Web Help Desk 9.2.1.3 offers users an outstanding feature set of the software which addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

Major Features:

1. Email-to-Ticket Conversion: Create one or more service desk email inboxes on your existing email solution. Emails and file attachments sent to the inbox will be automatically converted into a ticket by the helpdesk software.
2. Auto-Route Tickets: Dynamically route and assign help desk tickets to a specific technician or group of technicians using your organization's business logic; based on ticket categories, technician skill set, location, department, technician availability and work load balance.
3. Asset Management: Manage both hardware & software and the clients they are assigned to; build parent/child relationships between assets to make tracking them a snap. Enter purchase order information and let Web Help Desk calculate warranty and lease end dates. Plus more!
4. Knowledge Base Management: Knowledge base functionality is built into the Web Help Desk software, facilitating the creation of an expansive, searchable database of common customer support requests and their resolutions; available for self-service by clients and linked to support requests by technicians and administrators.
5. Ticket Submission Web Portal: End users can submit their requests via the Web Help Desk web portal; an intuitive easy to use web interface. Dynamically display required and optional custom fields based on the ticket category selected.
6. 2-Way Email Integration: Eliminate the disconnect between support tickets and email. Tech ticket maintenance options via email include: status change, public or hidden notes, reassign ticket, file attachments, add work time and add billing rate. Customers can add ticket notes and attachments.
7. LDAP / Active Directory Sync: With built-in connectivity for standard LDAP and Microsoft's Active Directory, this helpdesk software seamlessly integrates into your company's IT infrastructure. Use the Web Help Des.
8. Performance Reporting Built-In: With Web Help Desk's robust built-in graphic reporting tools, you will always know how your technicians are performing, which locations or customers are in need of extra assistance, real-time billing data, and what request types are causing the most trouble.