Web Help Desk
Affordable Help Desk Ticketing and Asset Management Software
- Automate ticketing management
- Centralize your knowledge management
- Meet your SLAs
- Relational ticket association to simplify project and task management
- Native integration with Active Directory and LDAP
- Measure customer satisfaction
Automate ticketing management
Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error. Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management
Don’t waste time responding to repetitive, run-of-the-mill questions. Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs
Breaching your SLA could spell disaster for your business. Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Relational ticket association to simplify project and task management
Issues involving multiple tickets should be managed in lockstep to avoid chaos. Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.
Native integration with Active Directory and LDAP
Your service management software holds a wealth of information. Don’t let it get into the wrong hands. Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Measure customer satisfaction
Good end-user support means staying on top of customer satisfaction and how your team performs. Configure automated feedback surveys for end-users upon completion of service request.
Integrate with 3rd-party tools for IT asset management
The hardware, software, and other IT assets supporting your business are ever expanding. How will you keep up? Employ out-of-the-box integration with JAMF Casper Suite, Absolute Manage, Microsoft SCCM, and SMS.
Automated email-to-ticket conversion
Manually generating tickets takes time away from the real problem at hand - resolving end-user issues. Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.
Maintain your asset inventory
Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows. Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
Control change management
Checks and balances makes service management feasible. Regulate and manage change requests through automated approval workflows and panel voting options.
Employ robust reporting and monitoring
Tracking the progress and performance of your support team is critical for meeting end-user expectations and other requirements. Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
FIPS 140-2 compatibility and security
Depending on the industry you serve, the data and systems service organizations you interact with can vary in terms of their sensitivity. Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.