Web Help Desk Pro - 9.2.3.1

Just about a year ago we were looking for a web based solution to replace our aging FileMaker Pro in house solution. We looked at several solutions, some open source some commercial. None of the solutions had the ease of setup, use and interface design as Web Help Desk. The support has been terrific and very responsive. We've had very few problems but support was right there to fix the issue and offer recommendations on how best to use the product. We run our system on a Mac server but have clients using both email auto created tickets and web based interfaces. Since it integrates into AD all of the user credentials are already set. We manage multiple locations with techs located in different locations and this web based tool has been a tremendous benefit to keep us organized and track issues and response times. We are also starting to use the Asset portion as well. Looking forward to the new features coming out in version 9. Great product and great company.

Web Help Desk has greatly improved our "customer service" with Faculty/Staff. It was easy to set up and is very intuitive for our end users and technology staff to get right into the program. When looking at a Help Desk solution I wanted something that facilitated the communication between the end users and tech staff. WHD accomplished this and more! The FAQ section is wonderful in that your end users can search the FAQ before putting in a request. Very often our Techs will point an end user back to an FAQ that was already written. We have also utilized the FAQ database to put documents in for "Techs only". The inventory program is integrated so that every piece of hardware can have a history of service requests. Overall, we are very happy with WHD.

If you would like to talk to someone actually using this product and not a salesman please call or email me -

Frank G. Rizzo
Director of Instructional and Information Technology
Chief Information Officer
Apple Distinguished Educator

Alden Central Schools
13190 Park Street
Alden, New York 14004
716-937-9116 ext. 4240 office

FRizzo@alden.wnyric.org
http://www.aldenschools.org

I agree with the other posters. We have been using WHD for over 4 years now. It was good then, it's much better now. It's beautifully laid out, easy for users and admins to use and upgrade. I am not a bona-fide geek by any means, but virtually any question I have is already answered in the FAQs.

The developer provides exemplary customer service, I just told him earlier today that he ought to be running a much larger company. He thoroughly understands the needs of users and admins when designing the software, and really, really has what it takes all around.

All software companies should look at the excellent interface, customer service and easy upgrades (Apple Xserve). I am never apprehensive about, "what happens if the upgrade breaks?" issues. You run the installer, which runs flawlessly, -maybe- tweak a settings file, and you're on your way with new features and bug fixes.

WHD is head and shoulders above anything else I've seen or used.
No, I was not paid to say these things. I simply like to recognize those who are doing first-rate work!

the software is insanely good. great design and full featured, worth every cent. but the best part is the support. not only is the staff responsive when a problem occurs but they actually make constant improvements, often based on user requests. if you are serious about your business and ticket tracking, you use WHD. Sure there are cheaper, even free systems but the money saved in gained productivity more than pays for it. thanks guys!

I love just about every feature of WHD as well except for the reporting. When asked for metrics from my boss I quickly found out the data many of the reports put out is bogus (yes, he's the kind of boss who checks this sort of stuff). When WHD was asked about this they stated that their reports are based on an old table structure and that "most clients just use crystal reports" to get true metrics. If your reports are crap then don't offer them. And certainly don't hoot about them in your promo material. I see that in this latest verson none of the reporting issues have been addressed.