HelpDeskSoftwareReviews.Net

Overview
H2 Desk is another innovative and reliable web based solution from OnClick Solutions. On Click Solutions develops software solutions for small and medium sized business. Their products seek to fill the gaps that other products possess. OnClick provides solutions specifically for small and mid size businesses.

Once again, Onclick has hit the mark with H2 Desk, a web based help desk solution designed to efficiently service your customers. The application allows the user to customize the interface and build a complete knowledgebase. It has a real time chat feature and enables your customers to open support tickets, with a click of a mouse.

What are its standard features?
H2 Desk’s standard features are the ability to create and manage tickets, a knowledge base, and the ability to manage and configure the system and users. The IT staff or remote users can access the features. The customer can easily generate a ticket number with attachments. This makes sending screenshots an option, which is very helpful in IT situations. The customer can also review the status of the ticket in real time. E-mail updates are automatically delivered to the customer. Staff members can search tickets, personalize their settings, perform operations over multiple tickets simultaneously, and automatically route tickets to certain departments as needed. The knowledge base is an area where the staff can add articles and other information for the customer to use.

Configuring the interface and the user properties is quite easy. The user interface can be customized with custom headers and footers, attachment options, and problem escalations. The options only require a basic HTML knowledge, which any IT staff member would likely possess. Managing departments and individual users is another simple process. The ability to assign or change individual and departmental permissions allows for customization among the entire organization and supports many internal processes that may exist.
It is worthy to note the extras that the program has such as a private messaging and chat interface for the H2Desk staff, tickets statistics to measure efficiency and areas for improvement, and of course, a calendar.

Why is their product unique?
Out of the many help desk systems I have reviewed, H2Desk’s user interface is by far the best. It is intuitive and straightforward. It is important that the customers can use the interface, without needing a help desk to walk them through it. H2Desk has provided a no nonsense interface that even someone with a minimal computer skill set can navigate. Another feature is the canned replies that you can set up for certain ticket types or users.

What type of company does their product fit best?
As OnClick Solutions specifically manufactures for small and medium size businesses, this the target application for H2Desk.

What can they inprove upon?
It seems logical that the support for a support system would be efficient. With H2Desk, the product support appears to be added because it was a necessary feature. While this is not a tremendous issue because the system is so easy to use, it is a weakness nonetheless. In addition, customers are not able to request a lost password without creating a ticket and having a staff member resolve the problem.

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