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 Web Help Desk - 8.4web-based help desk app |
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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, Sony Pictures and Starwood Hotels 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, Sony Pictures and Starwood Hotels are so happy with the Web Help Desk!
What's new in this version:
- Each tech and client location can now have its own time zone. (Preferences > Date & Time > Business Zones).
- Ticket report now provides links in summary table to view tickets.
- Ability to define unlimited tiers (Tech Group Levels) within each tech group. Each Level has its own settings for auto assignment and default mail recipients. Escalation moves up through each defined level in the Tech Group, then to Group Manager and finally to Lead Tech for the ticket's problem type.
- Status Type option to include the status in load balancing during auto-assignment.
- Status Type option to include/omit tickets of the status type in calendar views.
- Bcc field in Tickets and more flexible e-mail options.
- Phone number column to tech list.
- Location filter for Survey Reports.
- Home > Group Tickets search speed improved.
- "Continue..." button removed from Client Help Request. Asset & Model selection shows/hides dynamically depending on the problem type selected.
- Improved handling of e-mail attachments. Attachments with mime-type multipart/appledouble will be stripped to only include the data fork. The mime type of all e-mail attachments are now preserved when downloading the attachments.
- Tickets created through the client web interface record the client's IP address and display it in the tech ticket detail panel and in tech e-mail.
- Preference for wether e-mail tickets should be stripped of e-mail signatures. (Preferences > E-Mail > Receiving E-Mail > Strip E-Mail Signatures.) Signatures are assumed to be preceded by a separator line containing two hyphens and a space ("-- ").
- Download TSV button in survey reports.
- Database update can now be performed only from the local machine (by default) or from any of the machines included in the new PRIVILEGED_NETWORKS setting in whd.conf. (If you don't see this setting, you may need to copy it over from whd.conf.orig. In addition, Windows users will need to either delete \Progra~1\WebHelpDesk\bin\wrapper\conf\wrapper.conf or merge changes with the new wrapper.conf.orig.) Attempts to connect from other machines will get a message stating that an update is in progress.
- Each line of the Billing Report now includes a link to show all contributing tickets.
- Survey frequency setting to determine how frequently a survey should be offered when a ticket is closed. (See Tickets > Survey Manager > Surveys > [Survey] > Frequency.)
- Custom backup folder option for the embedded FrontBase database (Preferences > General > Database > Backup Folder).
- Custom shell command option to be executed according to the database backup schedule (Preferences > General > Backup Command). Available for all databases other than the embedded FrontBase database.
- LDAP password caching. When a client successfully authenticates against an LDAP connection, the client's encrypted password is stored in the WHD database for up to seven days. During that period, if the client attempts to log in again, the password she provides is compared against the cached password. If the passwords match, access is granted without making a potentially expensive call to the LDAP server. If the passwords don't match, the cached password is cleared and the password is authenticated against the LDAP server. Syncing an LDAP connection clears the password cache for all its clients.
- RSS feed of public FAQs. Browsers that include RSS support will detect the RSS feed when viewing the client FAQ page. The feed can be retrieved directly by appending "/wa/FaqActions/rss" to the login URL. (For example, http://mycompany.com:8081/helpdesk/WebObjects/Helpdesk.woa/wa/FaqActions/rss.) Hosted accounts must append "?id=(account_number)" to the URL. The account number can be found in the login URL provided at Preferences > General > Server Settings.
- Standalone public FAQ page. Reached by appending "/wa/FaqActions/viewAll" to the login URL. Hosted accounts must append "?id=(account_number)" to the URL.
- Department Group and Tech Group Level categories and filters for reports.
- Option to set a fixed location or department to assign to all clients in an LDAP Connection.
Operating System Requirements:
This product is designed to run on the following operating systems:
- Mac OS X 10.5 Intel
- Mac OS X 10.5 PPC
- Mac OS X 10.4 Intel
- Mac OS X 10.4 PPC
Additional Requirements:
- Server: Mac OS X Server 10.4 or higher, Win 2000/2003, Linux, Solaris 8
- One of the following RDBM Systems: FrontBase (included), OpenBase, MySQL 5, SQL Server 2000/2005, Oracle 8/9i/10g, PostgreSQL
- Client: Safari, Internet Explorer 5+, Mozilla/Firebird/Camino/Netscape 6 or OmniWeb
Screenshots:
 Ticket List |
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See More: View Slideshow (new window)
Download Links:
Download Web Help Desk Version 8.4 (File Size: info)
Download Links:
Download Web Help Desk Current Version (File Size: 84.7M)
Your Installed Versions:
Feedback Summary:
| Version 8.4: | |||||
| Overall Rating: |  (5.0) |
Features: | (5.0) |
Support: | (5.0) |
| Ease of Use: | (5.0) |
Quality / Stability: | (5.0) |
Price: | (4.8) |
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
