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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 Check Mark Image
No Active-X; No Java Applets Check Mark Image
Server-Side Application Installs on:  
— Windows Check Mark Image
— Mac OS X Check Mark Image
— Linux Check Mark Image
— Unix Check Mark Image
Server-Side Database Integrates with:  
— Windows SQL Server Check Mark Image
— MySQL Check Mark Image
— Oracle Check Mark Image
— OpenBase SQL Check Mark Image
— PostgreSQL Check Mark Image
— FrontBase (embedded for instant functionality) Check Mark Image
SSL Security Configuration Check Mark Image
Automated Installation Check Mark Image
Point-and-Click Configuration Check Mark Image

Incident Management

Ticket Management for Issue Tracking, Customer Service, Request Management Check Mark Image
Client / Customer Self Service Portal Check Mark Image
Ticket History & Add a Note in Client Portal Check Mark Image
Email to Ticket Conversion, including Attachments Check Mark Image
Quick Ticket Templates Check Mark Image
Automatic Ticket Routing & Assignment - based on Tech's skill set, availability, location, department, & work load Check Mark Image
Load Balancing of Ticket Assignment Check Mark Image
Tiered Help Desk Configuration - Unlimited Levels Check Mark Image
Parent / Child Relationships - Link "Incidents" to "Problem" Ticket (ITIL) Check Mark Image
Nested Request Type Levels / Category Decision Tree Check Mark Image
Dynamic Ticket Form Templates based on Request Categories Check Mark Image
Unlimited User Defined Fields for Dynamic Forms Check Mark Image
— Drop-down, Radio Knob, Checkbox, or Text Box Fields Check Mark Image
— Required, Optional, Visible, Hidden - Client & Tech Options Check Mark Image
Configure Multiple Inbound Email Addresses Check Mark Image
Full Audit Trail of Ticket - Username & Date/Time Check Mark Image
Import Tickets (CSV or TSV) Check Mark Image
Export Tickets (TSV or PDF, built-in PDF generator) Check Mark Image
Time Tracking throughout Ticket Life-cycle Check Mark Image
iCalendar Subscriptions Check Mark Image
Public Messages / Alerts Check Mark Image
Multi-Element, Event Based Task Work Flow Manager Check Mark Image
Schedule Recurring Tasks Check Mark Image
Bulk Ticket Updates Check Mark Image
Point-and-Click Configuration Check Mark Image

Communication & Correspondence

Two-Way Email Correspondence Integration: Check Mark Image
— Add Ticket Note directly from email Check Mark Image
— Add Hidden Note from email (Technician Option) Check Mark Image
— Change Ticket Status from email (Technician Option) Check Mark Image
— Email Client with Update? Yes No (Technician Option) Check Mark Image
— Reassign Ticket directly from email (Technician Option) Check Mark Image
— Add Time Spent on Ticket (Technician Option) Check Mark Image
Email Notifications on Ticket Updates (Select Audience of Choice) Check Mark Image
Carbon Copy (CC) and/or Blind Carbon Copy (BCC) Check Mark Image
SMS Text Message Notifications Check Mark Image
Email to Ticket Conversion, including Attachments Check Mark Image
Configure Multiple Inbound Email Addresses Check Mark Image
Technician or Tech Group Email Notifications Check Mark Image
Customize Email and SMS Messages Check Mark Image
iCalendar Subscriptions Check Mark Image
View / Subscribe to a Group of Technicians iCalendars Check Mark Image
Point-and-Click Configuration Check Mark Image

Help Desk Management

Basic and Advance Ticket Searches (with save option) Check Mark Image
Multi-Level Escalation Path Check Mark Image
Escalation Email Notifications Check Mark Image
Multiple Locations, Departments, Projects and Customer Support Check Mark Image
Operational Business Hours Support Check Mark Image
Multiple Time Zone Management Check Mark Image
Date and Time Format Configuration Check Mark Image
iCalendar Subscriptions Check Mark Image
View / Subscribe to a Group of Technicians Calendars Check Mark Image
Bulk Ticket Updates Check Mark Image
Report Writer - Metrics, Graphical, Performance, & Bottlenecks Check Mark Image
Export Reports to PDF, Print View, or TSV Check Mark Image
Point-and-Click Configuration Check Mark Image

Account Management

LDAP and Active Directory Synchronization Check Mark Image
Import Clients (CSV or TSV) Check Mark Image
Export Clients (TSV) Check Mark Image
Self-Registration Option Check Mark Image
Permissions based Technician Accounts Check Mark Image
Define Technician Groups Check Mark Image
Technician Availability Management Check Mark Image
Backup Technician Configuration Check Mark Image
Client / Customer Permission for "Submit on someone's behalf" Check Mark Image
Client Permission to View Ticket History Across a Territory Check Mark Image
Point-and-Click Configuration Check Mark Image

Service Level Agreement

Service Level Agreement Management Check Mark Image
Custom Alerts as SLA Breach Approaches Check Mark Image
SLA Escalation Email Notifications and Color Alerts Check Mark Image
SLA Reminder Escalation Email Notifications Check Mark Image
Non-SLA Impacting Ticket Status Configuration Check Mark Image
Time Tracking throughout Ticket Life-cycle Check Mark Image
Point-and-Click Configuration Check Mark Image

Asset Management (ITIL - CMDB)

Centralized CMDB Repository Check Mark Image
Detailed Asset Information - Hardware or Software Check Mark Image
Manage Asset to Enduser(s) / Client(s) Associations Check Mark Image
Parent / Child Asset Relationships Check Mark Image
Software License Management Check Mark Image
Associate Service Request Tickets with Specific Assets Check Mark Image
Instantly View All Tickets for Given Asset Check Mark Image
Clients Can Choose Troubled Asset from Client Portal Check Mark Image
Unlimited User Defined Fields for Dynamic Forms Check Mark Image
— Drop-down, Radio Knob, Checkbox, or Text Box Fields Check Mark Image
— Required, Optional, Visible, Hidden - Client & Tech Options Check Mark Image
Basic and Advance Asset Searches (with save option) Check Mark Image
Customizable Asset "Statuses" i.e. Deployed, Storage, Retired Check Mark Image
Warranty & Lease Expiration Management w/ Email Notifications Check Mark Image
Service Contract Expiration Management w/ Email Notifications Check Mark Image
Location & Room Asset Association Check Mark Image
Vendor, Manufacturer, & Model Management Check Mark Image
Full Audit Trail of Asset - Username & Date/Time Check Mark Image
Asset Discovery Integration (see self-titled section below) Check Mark Image
Import Assets (CSV or TSV) Check Mark Image
Export Tickets (TSV or PDF, built-in PDF generator) Check Mark Image
Import or Enter Purchase Orders to Associate Assets Check Mark Image
Import Purchase Orders (CSV or TSV) Check Mark Image
Point-and-Click Configuration Check Mark Image

Knowledge Base Management (FAQs)

Self Service Guidance - Related FAQs & Tool Tips Check Mark Image
Customer-Only Articles and Technician-Only Visibility Check Mark Image
File Attachments and Rich Text w/ Hyperlinks Check Mark Image
One-Click Knowledge Base Article Creation Check Mark Image
Approval Management for KB Manager Check Mark Image
Anonymous Access to Knowledge Base Articles Check Mark Image
Nested Category Search Criteria Check Mark Image
Keyword Search Criteria Check Mark Image
Asset Make/Model Search Criteria Check Mark Image
Import FAQs (CSV or TSV) Check Mark Image
Point-and-Click Configuration Check Mark Image

Survey Management

Automatic Delivery of Survey Invitations Check Mark Image
Manual Delivery of Surveys to Selected Audience Check Mark Image
Create Multiple Different Survey Types Check Mark Image
Survey Types Delivered Based on Enduser's Request Type Check Mark Image
Unlimited User Defined Fields for Survey Questions: Check Mark Image
— Drop-down, Radio Knob, Checkbox, or Text Box Fields Check Mark Image
— Required or Optional Survey Questions Check Mark Image
— Required or Optional "Additional Information" Text Boxes Check Mark Image
Survey Invitations Delivered via Email and Client Portal Check Mark Image
Customizable Email Invitation & "Thank You" Verbiage Check Mark Image
Survey Auto-Delivery Frequency Configuration Check Mark Image
Report Writer - Graphical and Text Based Survey Results Check Mark Image
Point-and-Click Configuration Check Mark Image

Billing & Parts Management

Add Time Spent on Ticket within Technician Interface Check Mark Image
Add Time Spent on Ticket directly from Ticket Email Check Mark Image
Select Billing Rate for Time within Technician Interface Check Mark Image
Add Billing Rate for Time directly from Ticket Email Check Mark Image
Service Time Block Management Check Mark Image
Billing Entity Configuration Check Mark Image
Billing Rate Management Check Mark Image
Billing Terms Management Check Mark Image
Tax Code Configuration Check Mark Image
Inventory Parts in Storage Locations (Toner, Keyboard, etc.) Check Mark Image
Add Service Parts & Parts Fees Deployed on Ticket Check Mark Image
Parts Auto-Decrement from Parts Inventory when Deployed Check Mark Image
Search Parts & Inventory from Ticket Details Check Mark Image
Quote Generation in PDF Check Mark Image
Enter Service Time by "Time" or "Points" Check Mark Image
Import Parts & Inventory (CSV or TSV) Check Mark Image
Point-and-Click Configuration Check Mark Image


* 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

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