Free Help Desk software announced by Web Help Desk
Posted by Daniel East 
Dec 20, 2008 at 11:12am
Web Help Desk, a cross-platform help desk software solution, has announced the release of a Free Edition of it’s web-based incident management software for small business, K-12 institutions, and small government organizations. The Free Edition has no trial period or expiration date, is completely free from ads, and includes one full year of help desk software upgrades.
Key benefits of this free help desk software edition include:
Cross-Platform Technology – Server-side installers are available for Mac OS X, Linux, and Windows Server; while all endusers access the help desk from virtually any internet browser.
Web Portal – A full customer support web portal for endusers to submit service requests, view ticket updates, and seek self help or view auto-suggested solutions from the knowledge base.
Email-to-Ticket Conversion – Automatic email-to-ticket conversion ensures that service requests submitted via email do not fall through the cracks and breach SLA.
Ticket History and Audit Trails – Support staff may add notes (and hidden notes) to each ticket, from the web app or via email. Every update to a ticket is recorded by username and time date stamp.
Knowledge Base – The mentioned customer service Knowledge Base also allows article visibility to support staff only; building an extensible and searchable internal knowledge base.
LDAP and Active Directory Integration – Utilize your current LDAP or AD directory for login authentication and to schedule imports of customer data.
SLA Email Alerts and Reminders – Configure various Service Level Agreements for email alerts and reminders to be sent to support staff.
Graphical Performance Reports – Run a variety of help desk reports to increase productivity and create new efficiencies. Reports may be run real-time, exported to spreadsheets, or through automated email delivery.
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Daniel East
Daniel M. East is a technology author, freelance writer, presenter/trainer and consultant with more than 20 years experience in professional photography, design, pro-audio and music industry marketing. East is also founder and president of The Apple Groups Team support network for user groups.
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