Home : General Feature List : Detailed Feature Checklist
Detailed Feature Checklist
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.
Click on Web Help Desk Software Feature Topics (or scroll entire list):
Web Help Desk Technology
| 100% Web Based Help Desk Software Solution |  |
| No Active-X; No Java Applets | |
| Server-Side Application Installs on: | |
| — Windows | |
| — Mac OS X | |
| — Linux | |
| — Unix | |
| Server-Side Database Integrates with: | |
| — Windows SQL Server | |
| — MySQL | |
| — Oracle | |
| — OpenBase SQL | |
| — PostgreSQL | |
| — FrontBase (embedded for instant functionality) | |
| SSL Security Configuration | |
| Automated Installation | |
| Point-and-Click Configuration | |
Incident Management
| Ticket Management for Issue Tracking, Customer Service, Request Management | |
| Client / Customer Self Service Portal | |
| Ticket History & Add a Note in Client Portal | |
| Email to Ticket Conversion, including Attachments | |
| Quick Ticket Templates | |
| Automatic Ticket Routing & Assignment - based on Tech's skill set, availability, location, department, & work load | |
| Load Balancing of Ticket Assignment | |
| Tiered Help Desk Configuration - Unlimited Levels | |
| Parent / Child Relationships - Link "Incidents" to "Problem" Ticket (ITIL) | |
| Nested Request Type Levels / Category Decision Tree | |
| Dynamic Ticket Form Templates based on Request Categories | |
| Unlimited User Defined Fields for Dynamic Forms | |
| — Drop-down, Radio Knob, Checkbox, or Text Box Fields | |
| — Required, Optional, Visible, Hidden - Client & Tech Options | |
| Configure Multiple Inbound Email Addresses | |
| Full Audit Trail of Ticket - Username & Date/Time | |
| Import Tickets (CSV or TSV) | |
| Export Tickets (TSV or PDF, built-in PDF generator) | |
| Time Tracking throughout Ticket Life-cycle | |
| iCalendar Subscriptions | |
| Public Messages / Alerts | |
| Multi-Element, Event Based Task Work Flow Manager | |
| Schedule Recurring Tasks | |
| Bulk Ticket Updates | |
| Point-and-Click Configuration | |
Communication & Correspondence
| Two-Way Email Correspondence Integration: | |
| — Add Ticket Note directly from email | |
| — Add Hidden Note from email (Technician Option) | |
| — Change Ticket Status from email (Technician Option) | |
| — Email Client with Update? Yes No (Technician Option) | |
| — Reassign Ticket directly from email (Technician Option) | |
| — Add Time Spent on Ticket (Technician Option) | |
| Email Notifications on Ticket Updates (Select Audience of Choice) | |
| Carbon Copy (CC) and/or Blind Carbon Copy (BCC) | |
| SMS Text Message Notifications | |
| Email to Ticket Conversion, including Attachments | |
| Configure Multiple Inbound Email Addresses | |
| Technician or Tech Group Email Notifications | |
| Customize Email and SMS Messages | |
| iCalendar Subscriptions | |
| View / Subscribe to a Group of Technicians iCalendars | |
| Point-and-Click Configuration | |
Help Desk Management
| Basic and Advance Ticket Searches (with save option) | |
| Multi-Level Escalation Path | |
| Escalation Email Notifications | |
| Multiple Locations, Departments, Projects and Customer Support | |
| Operational Business Hours Support | |
| Multiple Time Zone Management | |
| Date and Time Format Configuration | |
| iCalendar Subscriptions | |
| View / Subscribe to a Group of Technicians Calendars | |
| Bulk Ticket Updates | |
| Report Writer - Metrics, Graphical, Performance, & Bottlenecks | |
| Export Reports to PDF, Print View, or TSV | |
| Point-and-Click Configuration | |
Account Management
| LDAP and Active Directory Synchronization | |
| Import Clients (CSV or TSV) | |
| Export Clients (TSV) | |
| Self-Registration Option | |
| Permissions based Technician Accounts | |
| Define Technician Groups | |
| Technician Availability Management | |
| Backup Technician Configuration | |
| Client / Customer Permission for "Submit on someone's behalf" | |
| Client Permission to View Ticket History Across a Territory | |
| Point-and-Click Configuration | |
Service Level Agreement
| Service Level Agreement Management | |
| Custom Alerts as SLA Breach Approaches | |
| SLA Escalation Email Notifications and Color Alerts | |
| SLA Reminder Escalation Email Notifications | |
| Non-SLA Impacting Ticket Status Configuration | |
| Time Tracking throughout Ticket Life-cycle | |
| Point-and-Click Configuration | |
Asset Management (ITIL - CMDB)
| Centralized CMDB Repository | |
| Detailed Asset Information - Hardware or Software | |
| Manage Asset to Enduser(s) / Client(s) Associations | |
| Parent / Child Asset Relationships | |
| Software License Management | |
| Associate Service Request Tickets with Specific Assets | |
| Instantly View All Tickets for Given Asset | |
| Clients Can Choose Troubled Asset from Client Portal | |
| Unlimited User Defined Fields for Dynamic Forms | |
| — Drop-down, Radio Knob, Checkbox, or Text Box Fields | |
| — Required, Optional, Visible, Hidden - Client & Tech Options | |
| Basic and Advance Asset Searches (with save option) | |
| Customizable Asset "Statuses" i.e. Deployed, Storage, Retired | |
| Warranty & Lease Expiration Management w/ Email Notifications | |
| Service Contract Expiration Management w/ Email Notifications | |
| Location & Room Asset Association | |
| Vendor, Manufacturer, & Model Management | |
| Full Audit Trail of Asset - Username & Date/Time | |
| Asset Discovery Integration (see self-titled section below) | |
| Import Assets (CSV or TSV) | |
| Export Tickets (TSV or PDF, built-in PDF generator) | |
| Import or Enter Purchase Orders to Associate Assets | |
| Import Purchase Orders (CSV or TSV) | |
| Point-and-Click Configuration | |
Knowledge Base Management (FAQs)
| Self Service Guidance - Related FAQs & Tool Tips | |
| Customer-Only Articles and Technician-Only Visibility | |
| File Attachments and Rich Text w/ Hyperlinks | |
| One-Click Knowledge Base Article Creation | |
| Approval Management for KB Manager | |
| Anonymous Access to Knowledge Base Articles | |
| Nested Category Search Criteria | |
| Keyword Search Criteria | |
| Asset Make/Model Search Criteria | |
| Import FAQs (CSV or TSV) | |
| Point-and-Click Configuration | |
Survey Management
| Automatic Delivery of Survey Invitations | |
| Manual Delivery of Surveys to Selected Audience | |
| Create Multiple Different Survey Types | |
| Survey Types Delivered Based on Enduser's Request Type | |
| Unlimited User Defined Fields for Survey Questions: | |
| — Drop-down, Radio Knob, Checkbox, or Text Box Fields | |
| — Required or Optional Survey Questions | |
| — Required or Optional "Additional Information" Text Boxes | |
| Survey Invitations Delivered via Email and Client Portal | |
| Customizable Email Invitation & "Thank You" Verbiage | |
| Survey Auto-Delivery Frequency Configuration | |
| Report Writer - Graphical and Text Based Survey Results | |
| Point-and-Click Configuration | |
Billing & Parts Management
| Add Time Spent on Ticket within Technician Interface | |
| Add Time Spent on Ticket directly from Ticket Email | |
| Select Billing Rate for Time within Technician Interface | |
| Add Billing Rate for Time directly from Ticket Email | |
| Service Time Block Management | |
| Billing Entity Configuration | |
| Billing Rate Management | |
| Billing Terms Management | |
| Tax Code Configuration | |
| Inventory Parts in Storage Locations (Toner, Keyboard, etc.) | |
| Add Service Parts & Parts Fees Deployed on Ticket | |
| Parts Auto-Decrement from Parts Inventory when Deployed | |
| Search Parts & Inventory from Ticket Details | |
| Quote Generation in PDF | |
| Enter Service Time by "Time" or "Points" | |
| Import Parts & Inventory (CSV or TSV) | |
| Point-and-Click Configuration | |
* Need Web Help Desk Pricing? Request Web Help Desk Pricing
The Web Help Desk issue tracking software can be installed on your own server with a Perpetual Server License or let us host your Web Help Desk on our powerful servers with our ASP Hosted Plans.
- Pricing for the web based help desk software is solely based on the number of named Technician / Agent / Service Desk Operator logins.
- The number of Clients / Endusers / Customers is alway unlimited.
- The number of Assets / Nodes / Configuration Items is also unlimited with the Web Help Desk and has no bearing on price.
Moreover, the entire Web Help Desk service management software solution always installs 100% Feature Complete. All customer support features and benefits mentioned herein are included in the pricing.
* Need to Demo Web Help Desk? Click here for our Demonstration Options
