Web Help Desk update adds rule-based voting, enhanced user interface, more
Posted by Dennis Sellers 
Aug 20, 2008 at 2:05pm
MacsDesign Studio has updated its flagship service management solution, Web Help Desk, to version 9.0. The upgrade adds rules-based voting and approval process for change requests, an extensible plug-in architecture for third party asset management tools, and an AJAX enhanced user interface.
According to Jonathan Lew, president of MacsDesign Studio, the latest version of the Web Help Desk software delivers numerous new productivity features, including:
° Change management control: automated and dynamic rules-based approval workflow to track and manage change request submissions and approval voting.
° Asset discovery data imports: scheduled imports of asset discovery data, providing technicians with the most up-to-data hardware and software information related to the service desk request at-hand.
° Mac and PC remote control: you can trigger Mac and Windows remote control sessions directly from strategically located screens within the Web Help Desk web-based application for enhanced desktop management.
° “We Suggest You Try This First”: a web-based customer service portal in Web Help Desk 9 dynamically recommends knowledge base resolutions during the service request submission process, facilitating customer self help.
° Localization language capabilities: Web Help Desk version 9 automatically selects any end-user’s preferred language pack based on the default language setting of the end-user’s web browser.
° Alter Help Desk software vendor terminology: All nomenclature within the interface may be modified to an organization’s standard terminology.
° New interface updates: content searches and updates throughout the interface are displayed to end-users in an AJAX format.
The Web Help Desk issue and service request tracking software can be installed on your own server with a Perpetual Server License or you can let MacsDesign Studio host your Web Help Desk software on their servers with our ASP Hosted Plans (SaaS). Contact them for pricing.
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Contributor
Dennis Sellers
Dennis has been a newspaper editor/reporter (seven years) and teacher (seven years). He has over 4,000 magazine, newspaper and online articles to his credit. He has also covered the Mac and tech industries for over a decade for such online publications as MacCentral, MacMinute and now MacsimumNews.
