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 Web Help Desk - 7.1.2web-based help desk application |
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Information Related to Version:
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Product Description:
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, FileMaker, TBWA\Chiat\Day and GEAR for Sports are so happy with the Web Help Desk!
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, FileMaker, TBWA\Chiat\Day and GEAR for Sports are so happy with the Web Help Desk!
What's new in this version:
- Powerful new e-mail interaction features.
- Auto-refresh option on "My Tickets" and "Group Tickets".
- Updated task scheduling interface.
- Smarter search text handling.
- Customizable e-mail and new account greetings.
- Improved importer speed and error handling.
- Automatic login option using cookies.
- Highlighting of new and updated tickets, including a preview of new client notes.
- Unlimited problem type levels.
- Option to disable counting of open time on any status type.
- Improved preferences layout.
- New accessibility options for client, ticket, and asset fields (hidden, visible, editable, required). Custom fields can now be exposed to clients.
- New "Resolved" status type, with the option of having tickets in the Resolved status automatically change to Closed after a certain amount of time. While in the resolved state, clients can post feedback as to whether the ticket should be closed or remain open.
- Preference to allow reopening of closed tickets by the client.
- New currency symbol preference.
- Improved invoice PDF layout.
- Logging level preference.
- LDAP search filter option on base DN for syncing clients.
- New selection widget for large popup lists (>50 items).
Operating System Requirements:
This product is designed to run on the following operating systems:
- Mac OS X 10.3
- Mac OS X 10.2
- Mac OS X 10.1
- Mac OS X 10.0
Additional Requirements:
- WebObjects 5.2 Deployment License
- Server: Mac OS X Server, Win2000, Linux, Solaris 8
- One of the following RDBM Systems: FrontBase (included), OpenBase, MySQL, SQL Server 2000, Oracle 8/9i
- Client: Safari, I.E. 5, Mozilla/Firebird/Camino/Netscape 6 or OmniWeb 4.5
Screenshots:
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Download Links:
Download Web Help Desk Version 7.1.2 (File Size: info)
Download Links:
Download Web Help Desk Current Version (File Size: 84.7M)
Your Installed Versions:
Feedback Summary:
| Version 7.1.2: | |||||
| Overall Rating: |  (5.0) |
Features: | (5.0) |
Support: | (5.0) |
| Ease of Use: | (5.0) |
Quality / Stability: | (5.0) |
Price: | (5.0) |
Key to Types of Feedback:
Reviews 
Troubleshooting 
Usage Tips 
Developer Notes 
Commentary 
Featured Reviews
Fantastic tool for help desks - Version: 8.4, 4/10/2008 02:34PM PST
vwise
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.
Awesome Product - Version: 8.4, 4/7/2008 05:43PM PST
wemeck
Been around different help desk solutions for 15 years and WebHelpDesk is best in show. The Technology Office shares the system between Buildings and Grounds. This collaboration is possible only because of the granularity of ticket assignment that WHD offers. Our workflow requires us to have each buildings custodial/maintenance request be approved by local building Principals, while technology issues have a different workflow. In addition the built-in and customizable reporting options allow us to detect and component isolate issues that might have otherwise not been as easily detected. Task manager allows for the auto-ticket creation for any and all cyclical tasks.
As time goes on we migrate and implement more and more of WHD’s built in features.
Easy to use, rich features, and extremely stable.
Michael Szpisjak
ACSA, ACTC, ACDT, ACPT, ACHDS, CNA
As time goes on we migrate and implement more and more of WHD’s built in features.
Easy to use, rich features, and extremely stable.
Michael Szpisjak
ACSA, ACTC, ACDT, ACPT, ACHDS, CNA
Best Solution out there! - Version: 8.4, 3/31/2008 08:08AM PST
(1 of 1 users found this comment useful)
FRizzo
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
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
