Whether deploying the Web Help Desk software as a pure help desk software solution, a customer support software solution, or an issue tracking software solution, you can be assured that the Web Help Desk feature set will accomodate your department’s requirements to fulfill any submitted request more efficiently and effectively.
Features:
- 100% Web-Based Interface :The Web Help Desk features an intuitive, easy to use, graphical tabbed interface. Administrators, Technicians, and Clients need only a web browser to utilize the application. Remote access from any location is possible by anyone with an internet connection and a web browser, regardless of platform.
- Cross Platform Technology: The Web Help Desk offers installers for Mac OS X Server, Windows 2000 Server or later, Linux, and Solaris. Because its written in Java, the Web Help Desk runs on any server with Java 5 installed (included in Windows and Linux installers). From a client-side perspective, end-users need only a web browser to utilize the solution; no applets, Flash, or other plug-ins required.
- Database Back-end: With its integrated FrontBase server on Mac OS X and Windows, the Web Help Desk ensures that all your information is safely stored in a relational database providing a robust back-end to handle your growing needs. We also offer support for Microsoft SQL Server 2000 or later, MySQL 5, PostgreSQL, Oracle 8i or later and OpenBase.
- Help Request Prioritization: The Web Help Desk software uses intelligent business logic to determine which technician is assigned to a new ticket. Using a combination of location, skill-set, work schedule and work load balancing, you always get the right tech for the job. Group various locations and departments to allow the tracking of requests from separate entities within your organization to be centrally managed. Jobs can also be assigned to a Tech Group pool, so your technicians can select jobs as they become available.
- Client Request and Self Help: Clients have a simple interface to submit requests, view updates on previous requests, and self-serve with our FAQ Knowledge Base. The Help Request form dynamically updates as the end user defines what type of help request they are submitting. Custom fields, in the form of text boxes, popup menus, radio buttons or check boxes, are displayed dynamically based on the Problem Type chosen by the client end-user.
