Centralized CMDB Asset Repository
Manage both hardware and software client assignment and build
parent/child relationships between assets to make tracking a snap. Enter
purchase order information and let Web Help Desk calculate warranty and
lease end dates. Define asset types, status, locations, manufacturers
and models for simple tracking.
Apple Remote Desktop Integration
Web Help Desk provides seamless integration with Apple Remote Desktop,
Apple’s award-winning desktop management system for Mac OS X. The easy
access to ARD information and instant remote control connectivity from
within the Web Help Desk promises to boost technician productivity and
raise the bar on customer satisfaction.
JAMF Casper Suite Integration
Our seamless integration with JAMF Software enables scheduled Recon
Suite data imports to the Web Help Desk database, providing instant
access to current asset discovery data.
VNC URL Protocol Tool
The Web Help Desk Custom URLs tool allows your team to utilize the VNC
URL Protocol built into Mac OS X to engage the Screen Sharing
application. Technicians gain measurable efficiencies by controlling
service sessions remotely.
Asset to End User Associations
Easily manage who uses what. Associating an end user with a specific
asset or group of assets allows Web Help Desk to provide a comprehensive
list during service requests.
Asset to Service Request Tickets Association
Web Help Desk can also associate end users to service requests, incident
tickets, or problem tickets with a specific asset or group of assets.
This ticket association provides a running history of all service
requests for a given asset, informing your decisions to retire, repair,
and replace hardware and software.
Robust Asset Search
Save and share your most robust or frequently used asset search queries.
The Web Help Desk rules based search queries are easy to understand,
simple to use, and provide an efficient means of quickly disseminating
your asset information.
Location & Room Association
Tracking on your assets’ physical location has multiple advantages, from
ticket assignment to ticket entry. Web Help Desk allows end users to
select their current room or lab and then provides a list of all assets
in that specific location for their ease of use.
Asset Discovery Plugins
A scheduled or on-demand import of asset discovery data directly from
virtually any Asset Discovery Solution into the Web Help Desk provides
support professionals with the critical, up-to-date asset hardware and
software information required to efficiently resolve service requests.
Out of the box integration with popular Asset Discovery Solutions
provide instant access to associating Asset data with ITSM ticketing
data.
Absolute Manage Integration
Imported Absolute Manage asset discovery data and instant access to
Absolute Manage client management tools from within Web Help Desk
promotes immediate and quantifiable technician efficiencies.
Remote Control PCs and Macs
Web Help Desk allows you to control PCs and Macs remotely through your
choice of tools, such as Microsoft Windows Remote Desktop Protocol
(RDP), Apple Remote Desktop (ARD), and a VNC URL protocol tool.
Asset Reservation Desk
The Web Help Desk Reservation Center lets end users request a designated
check-out time and date range for a specific asset. Our overdue alert
system easily identifies lost or stolen inventory.
Parent / Child Asset Relationships
Establishing parent-child relationships between individual technology
assets within Web Help Desk can provide key visibility into the
ripple-effect impact caused by a single asset incident.
View Asset Service Requests
Replace, repair, retire — quite different costs for each option. Web
Help Desk provides a historical list of all service requests for a given
asset, easing your decision-making process. Definitive research can now
easily be included on a request for replacement.
Customizable Asset Statuses
Asset data tracking is key to understanding what your organization owns
and where it is trending. Web Help Desk offers customizable asset status
profiles so you can monitor the physical state of your assets, such as:
new, deployed, storage, retired, etc.
Vendor, Manufacturer, & Model Management
Logical asset grouping enhances your ability to query and track trends
on an organization’s hardware and software. Web Help Desk allows assets
to be logically categorized by vendor, manufacturer, and model.
Knowledge base articles can also be easily queried by asset model.
Approval/Change Management
Seamless Change Request Submission
Associate ITSM Service Request Types with Approval/Change processes.
Clients see a notification when creating a ticket if approval is
required. Approvers receive an email notifying them of the pending
request. Approvers can approve or deny directly from email or via the
web interface.
Change Advisory Board (CAB) Voting
In addition to individual voting, Web Help Desk supports voting by
panel. Simply create your list of Change Advisory Board members and
select a minimum approval level. Panel voting can even be configured for
single-step approval.
Control Decision Details Visibility
When approving or denying a request approvers can provide a detailed
explanation for their decision. This entry can be made visible or hidden
from the end user who submitted the service request.
Tiered Approval Steps
Approval processes can be simple or complex as needed, from a one step
sign-off to multiple levels of succession. Individual steps must be
approved before the ticket moves forward.
Vote via E-Mail or Web
Approvers will be notified via email regarding ticket approval. A Yes /
No option directly in the e-mail makes for a quick and easy decision.
Additionally approvals can be manged through the web-interface.
Approved Requests to Service Ticket
After approval, requests automatically unlock and convert to unique
Service Requests assigned to the appropriate Technician — based on your
organization’s business logic and defined via the Web Help Desk Action
Rules Engine.
Dynamic Approval Decision Engine
Approvers can be configured based on roles, ensuring the request is
addressed by the appropriate individual based on location, department
and position.
E-Mail Reminders
Reminder intervals can be set for pending approvals so that tickets are
handled in a timely manner. Once approved or denied both approver and
end user can receive an automated reminder notification.
Change History
Approvers can view a detailed record of previous requests and approval
paths. The Approval History provides a convenient means to review these
requests for audit trail purposes.
Task Management
Multi-Element, Event Based Task Work Flow Manager
“Tasks” facilitate automatic ticket creation. A Task contains one or
more Task Elements, each of which provides settings for a new ticket.
When the Task is run, a Ticket is created for each Task Element, either
sequentially or all at once, depending on the Task’s configuration.
Tasks can be run manually or automatically at given intervals or based
on specific criteria.
Share Tasks With Others
For problems and workflow that overlap between departments, tasks can be shared with a single click preference.
Schedule Recurring Tasks
Tasks can easily be scheduled to run on automated intervals of numerous
denominations including daily, weekly, monthly and yearly.
Seamlessly Integrate Approval Work Flow
A full Work Flow system can be based on tasks, including approval
processes and conditional orders of elements — tasks can even deploy
according to specifically defined criteria.
Schedule Future Tasks
Tasks can be pre-configured to auto-trigger on a specific ensuing date.
Associate Specific Assets With Task Elements
If you have specific equipment that requires preventative maintenance –
i.e. a furnace or A/C system that needs a tune up every 6 months – link
an auto-trigger task to these pieces of equipment for easy long term
auditing purposes.
Survey Management
Automatic Delivery of Survey Invitations
Clients can automatically receive survey invitations after every ticket
closure, or at the interval of your choice. This option can be enabled
independently with a unique survey for every situation.
Easy to Configure Questionnaires
Each survey can have an unlimited number of questions. Select answers
from a drop-down menu, a single choice radio knob, multiple choice
checkboxes, or enter into a text box field.
Control Survey Invitation Frequency
Web Help Desk allows for customized frequency of survey deploments.
Invitations can be delivered after every ticket, every other ticket,
every third ticket and so on.
Manual Delivery
This unique feature allows for a select individual or group to receive a
survey invitation on demand. Simply generate a list of recipients from a
basic or advanced Client search and send an invitation for any of your
custom surveys.
Survey Invitations Delivery Methods
Survey invitations are delivered via email through a browser window
link. A button in the Client web portal interface can also be used to
access the survey.
Survey Results Report Writer
Reports can also be built from survey results. Select desired surveys
and refine your report query by Request Type, Date Range, Client, Tech,
Tech Group, Location, and Location Group. Survey reports include a
graphical overview with pie and bar charts. A detailed list of survey
participants is included with links to associated tickets. Survey
results can also be downloaded to TSV file.
Service Specific Survey Delivery
Web Help Desk’s unlimited survey options allow you gather feedback for
all types of services. Surveys can be used to accumulate detailed
information or simple customer satisfaction feedback.
Customizable Email Invitation
Survey invitations and thank you messages are completely customizable.
Web Help Desk provides personalized tags to make invitation distinctive.
Survey Invitations Delivery Methods
Invitations are delivered via email, with a link to each Survey. Surveys
are then filled out in a browser window. Additionally you can access
the survey through the client web interface.
Billing & Parts Management
Add Time Spent on Ticket within Technician Interface
The built-in Technician Note editor allows you to easily allocate work time on a per note and per technician basis.
Add Billable Time from Ticket Email
Email to Ticket integration ensures that your technicians can complete all ticket updates remotely, even without browser access.
Billing Rate Management
Customize any rates to reflect your standard, after-hours, travel, and
even non-billable fees. Billing Rates appear as a menu in the Tech Note
editor of the Ticket details selection.
Inventory Parts in Storage Locations (Toner, Keyboard, etc.)
Parts items represent cost and inventory. Web Help Desk can e-mail
Inventory Alerts when inventory reaches a specified minimum level.
Search Parts & Inventory from Ticket Details
Search parts easily based on number, model and manufacturer with our front end interface.
Import Parts & Inventory (CSV or TSV)
Easy to use importers are included in your Web Help Desk deployment.
Update Time Utilization with Email
Email-to-Ticket integration ensures technicians can deliver all their
ticket updates remotely, even without browser or client access.
Service Time Block Management
Offer support to your client locations based on pre-defined service time
blocks. Web Help Desk designates time as minutes or as points,
depending on preference.
Billing Terms Management
Customize your billing terms to cover the time scale most relevant to
your operations, be it Net-30, Net-60, Net-90 or a unique protocol.
Add Time & Materials
Track service parts and fees as line items on your custom invoices and quotes.
Quote Generation in PDF
Generate billable ticket details such as work time, service, and inventory, as an invoice or quote in cross-platform PDF format.
Select Billing Rate within Technician Interface
When adding notes and work time to tickets, Technicians can quickly apply unique billing rates on a per note basis.
Tax Code Configuration
Apply tax rates to labor, travel, parts, and shipping, either before or after discounts.
Auto-Decrement from Parts Inventory
Real time counts of inventory are always accurate thanks to automatic
deduction from inventory as soon as parts are deployed to a ticket.
Enter Service Time by “Time” or “Points”
Whether you customers purchase blocks of “time” or blocks of “points”,
Web Help Desk easily tracks and reports on the consumption of purchased
services.
Reporting
Performance Reporting
With Web Help Desk’s robust graphic reporting tools you can easily
monitor technician performance, customer support needs by location,
real-time billing data, and incidence frequency.
Customer Survey Reports
The Web Help Desk survey module collects data from multiple survey types
and subjects. You can then easily populate this data into graphical
reports that uncover bottlenecks and customer dissatisfaction.
Scheduled Report Delivery
Select and schedule regular reports for automatic email delivery to
Supervisor, Manager, Technician, Finance and Administrator Users.
Export data
Web Help Desk allows report data to be ‘sliced and diced’ in the method of your choice at your level of expertise.
Dashboard
Web Help Desk’s dashboard feature increases the visibility of real-time
business operations for faster, more informed decisions to improve
performance and efficiency. At-a-glance charting provides an instant
overview of your help desk’s service fulfillment.
Licensing
Unlimited Endusers
Because Web Help Desk is licensed based on edition type and number of
technician logins, the quantity of client end user accounts is always
unlimited.
Unlimited Assets
Web Help Desk Pro Edition gives you unlimited assets within your
database or CMDB. There are never additional “nodes” or asset bundles to
purchase.
Free Help Desk Software
Our free help desk software offers nearly all of the powerful help desk
features of the paid edition of Web Help Desk and is built on the same
robust platform. It includes one free staff agent login, has no
expiration date, and receives free upgrades for life!