IT Service Desk Management

Help Has Arrived.

The Web Help Desk empowers ITSM professionals with an enterprise level, cross-platform service desk solution that is intuitive, flexible, and extensible. Web Help Desk's versatile self-help features allow end users to resolve issues before creating a formal service request. Because the Web Help Desk is 100% browser based and web-standards compliant, you can be certain that all application features will be available to users on Mac OS X, Windows or Linux.

Cross-Platform Technology

  • Server-side installers available for Mac OS X Server, Windows Server, Linux and Solaris.
  • Database support for MySQL, Microsoft SQL Server, PostgreSQL, Oracle, FrontBase, and OpenBase.
  • The mobile web-app provides an optimized experience for WebKit enabled devices like the iPhone.
  • Remote access from any location is possible by anyone with an internet connection and a web browser, regardless of platform.
  • LDAP and Active Directory integration promotes unified login authentication.
  • Hosted Software-as-a-Service (SaaS) provide a vendor neutral, low barrier to adoption.

Incident and Problem Management

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.

Knowledge Base Management

Knowledge base functionality is built into Web Help Desk, facilitating the creation of an expansive, searchable database of common requests and their resolutions available for self-service by clients, technicians, and administrators. Attach one or more files to each FAQ to make knowledge sharing even more powerful.

Asset and Desktop Management

Manage both hardware and software and the clients they are assigned to; build parent/child relationships between assets to make tracking them a snap. Enter purchase order information for your assets and let Web Help Desk calculate warranty and lease end dates. Define asset types, status, locations, manufacturers and models for simple tracking.

Out-of-the-box integration with Absolute Manage (EDA member), Apple Remote Desktop, and Microsoft System Center Configuration Manager (SCCM). Integration with any major asset discovery solution is made available via a flexible database mapping utility; providing instant access to discovered hardware and software asset details regardless of operating system.

Resources