Web Help Desk
Overview
The Web Help Desk features a straightforward and intuitive, interface. The program is 100% web based and only a web browser is required to use the application. Web Help Desk allows for multiple remote access points, from any web browser. There are no additional downloads, Flash, or other plug-ins required. The system accommodates multiple platforms including Mac OS X Server, Windows 2000 Server or later, Linux, and Solaris.
What are its standard features?
The Web Help Desk has a feature that allows the user to specify parameters that will logically assign new tickets to various technicians. The parameters include geographical location, technician skill-set, work schedule and work load. This feature balances the workload by who is most qualified for the ticket and ensures that the tickets are spread among all technicians. This allows for reporting by location, department, or workgroup. Jobs can also be assigned to a particular work pool, so that the technicians can select from all the tickets in the system.
Web Help Desk allows for managing hardware and software by client. This is a feature not widely available at this time with other help desk programs. The system manages hardware leases and warranty end dates as well. Web Help Desk also has an invoicing feature that allows you to track labor, travel time, and generate instant PDF quotes. Want to offer paperless billing for your client? Web Help Desk offers your clients to download their monthly invoice right from the site or see their account balance in real time.
The integrated FrontBase server, ensures that all of your critical data is stored in a relational database, which can be used to queue for reporting purposes or download into another program. This enables the data to be analyzed by various departments in an effort to improve on efficiency across departments.
Why is their product unique?
Web Help Desk has a unique feature that converts emailed requests into ticket numbers. As the ticket is worked on, the customer receives email updates, which relays any notes, status or technician reassignment. These can be sent to dedicated e-mail accounts or individual technicians. This creates efficiencies as the help desk can be automated and not manned by live operators.
What can they improve upon?
Web Help Desk has many added features, which claim to increase productivity. They on the surface appear to increase productivity, but utilizing all of them requires additional time. It is not clear if the multiple add-ons and features are a benefit or possibly make the program too complicated.
What type of company does their product fit best?
The product seems to be applicable and expandable in a wide range of business applications. The many features may provide additional resources and utilities, but may be unnecessary for a smaller business seeking a simple starter program.
Filed under: Help Desk Software, Help Desk Software Reviews