Automate service request management through ticket creation, assignment, routing, and escalation.
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
Leverage built-in knowledge base to create and maintain KB articles. Promote end-user self-service.
Regulate and manage change requests through automated approval workflows and panel voting options.
Use built-in reports & dashboards to track ticket status, technician performance, and customer support needs.
Licensed only by the number of technician logins. No limit to the number of end-users & assets supported.
Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.
Set up ‘SLA breach approaching’ notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Leverage native integration with DameWare® Remote Support to launch remote sessions from help desk tickets.
Link service requests to each other to track and manage IT projects involving multiple tasks.
Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Track assets from initial request, through approvals, to final purchase and entry into inventory.
Employ out-of-the-box integration with JAMF™ Casper Suite, Absolute Manage®, Microsoft® SCCM and SMS.
Dynamically assign tickets to a technician or group of IT staff based on ticket routing business logic.
Configure automated feedback surveys for end-users upon completion of service request.
Automatically convert node performance issues reported by SolarWinds Orion® tools to Web Help Desk tickets.
Improve communication between technicians and end-users with Web-based interface and email integration.
Support push notifications for new and updated tickets using iPhone® & iPad® app.
Search parts using number, model, or manufacturer. Generate billable ticket details such as labor, service, and inventory as an invoice or quote.
Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.
3GB (add 1 GB for every 10 additional technicians)
Dual-core 2.0GHz or
Google® Chrome™, Internet Explorer, Mozilla® Firefox®, Safari®, Opera™
Web Help Desk is licensed by the number of helpdesk technicians that will be using the software.