Web Help Desk

This software addresses critical IT and support areas, including incident and problem management, asset and desktop management, report creation and much more

Tuesday, October 06, 2009

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The software provides lots of features to manage almost all help desk options that an enterprise needs to have. These inlcudes creating service ticket, setting priority of tasks, etc. The software enables you to have accurate and real time data thus helping you to add to your overall productivity.

The Web-based help desk enables end users to submit their issues or requests via an easy to use interface. An interesting feature is the auto route ticket, which dynamically routes requests submitted by end users and assign them to the appropriate technician as defined in the business logic. It also allows you to manage your software and hardware assets . The knowledge base of the help desk assists users to find solutions to the most common issues. This saves lot of time for both users and technicians. Let's see how you can do certain tasks using the software.

This application can be deployed on any OS that supports JRE. The minimum requirements for this are; OS Windows Server 2000 or later, any flavor of Linux, Solaris 8 or later and the system should have Java 5 SE installed. The hardware requirements are 768 MB RAM and 1 GB of HDD space. It also requires database to run and it supports number of databases such as MS SQL Server 2000, MySQL 5, Oracle 8i and postgreSQL8 or later. The installation is pretty easy. Just download the setup file from http://www.web helpdesk.com/ and execute it. Next, follow the on screen instructions and it's done.

Web Help Desk provides you a user friendly view of all the tasks in a tabular format along with status, request type, client etc.

Logging requests
Just open the page of the helpdesk system on your browser by specifying the IP address or URL of the server where the software is installed. Provide your (client's) credentials and login. Once the authentication is done, it will automatically take you to the request submission form. The form is dynamic and changes as per the request chosen by the client. For example, if you choose HR request then all the options related to HR will show up, and you can choose the one you want. Similarly, if you choose IT request, then all options related to that, for example, hardware or software support option, will automatically load. Now you provide the subject and details of the request. Here, you can also attach a file along with the request if you want to. You can also CC the request to other relevant contacts. Next comes specifying your location. Once you do this, the request will be submitted to the system. In addition to this, you can view your requests so far by clicking on the History button. By clicking on the Approval button, you can view the status of requisitions for example, a hardware.

The client interface is also very simple. Clients can easily make requests by simply providing the details of the issue and priority.

Tech Panel
As a technician you will directly be taken to the dashboard of the system showing all recent tickets. To see your tickets, click on My Ticket tab on the header of the page. This page lists all tickets that are assigned to a particular technician. Here, you can see the incomplete tasks, priority of projects, request types and so on. Also, you can see the date on which a request was made and by when it should be closed. To search for a ticket, click on 'Search Tickets' tab and specify the conditions on the bases of which you want the search to be made. There are two option of search; basic and advanced search. Under basic, you can search on the basis of ticket number, date, status, priority and so on. In advance, you can search on the basis of username, first or last name, location, department, etc.

You can also search the existing assets and initiate a purchase order. You can also search a particular order and view the details.

The technician can search assets and check if an item, say RAM is available or not and order a new one. For searching assets, click on the 'Assets' option, and then click on 'Search assets' tab. Specify the condition such as model number, MAC address, etc and hit Search button.

You can also create reports that will give you an overview of all the issues, such as, types of issues, average work time, average open time for requests, and so on. For creating a report, click on Report and then click on Reports tab. There are some predefined reports like alert report, billing report, closed tickets, etc. You can also create custom reports. For this, just click on the report name and then provide the condition on the basis of which you want the report to be generated and click on Run Report.

The setup option in the software provides lot more options to the technician. For instance, you can set the authentication type, configure email, import data, add techs and client, and so on.

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