Help desk software comparisons lists

Software Comparisons and Feature Summary

The following is a summary of features across the helpdesk product range for you to compare available features and help decide on the right product for your requirements. This list is by no means exhaustive but does indicate the comprehensiveness of the products.

Feature List	sitehelpdesk	sitehelpdesk-IT	sitewebdesk
Call Logging
End User Call logging from their browser with various security options
Customer Call logging from their browser - authenticated by customer or contact
Email Call Logging (with EMLmonitor)
Telephone / Operator Call logging
Rapid generation of repetitive calls
Call Templates (single or multiple calls)
Call Linking and grouped closures
Instant Call id notification when logging
Email notifications of Call Id and details
End User Self Help (all/part optional)
Intelligent FAQ’s
Links to Internet/Intranet documents
Call history Status Enquiry
Scripting based on Call Type
Currently Open / duplicate Call Check
Whiteboard message display
Add File Attachments
Hardware Inventory Call Logging
Close / Reopen Call / Resolution text entry / Add Events/ Add Attachments
Call Open - Assignments
Auto assign to Operators or Team by Type of request (optional)
Auto assign to Operators or Team by Site Location (optional)
Auto assign to Operators or Team by Customer (optional)
Manually (Re)Assign Calls to Operator or Team
Auto Email notification to Operators (optional)
Call Type - Problems / Incidents/ Configurations
SLA Category – Definable Priority /Severity
End User Department / Location
Full audit trial of Events
Inventory associated to Call and full drill down (optional)
Hardware configuration history and maintenance drill down
End User Telephone number overwrite
Customer details, Contacts and Products / Services enquiry from ticket
Scripting prompts for additional information
Summary and Problem text entry

Feature List (continued)	sitehelpdesk	sitehelpdesk-IT	sitewebdesk
Call Progress Management
Traffic light Severity flags based on Escalation / Respond / Fix times
Event Text entries and editing
Email notifications
Printer Friendly Call details report
Follow Up Diary
Inventory - 3^rd Party Warranty/Maintenance
Inventory management - Disposals/Stock issues
Inventory – re assignment / Loans
File Attachments
View Script results
Call status Deferral
Full Audit Trail of Events / re assignments
Time and Expense recording and billing
PDA support for call management
PDA support for asset management / physical audit scans
PDA support for account management
Knowledge Base Search on Calls/FAQ’s/Links
Call Resolution
Resolution Text
Links to 3^rd Party and Internal support documents
Operator privileges for Call Closure/Assignments
Knowledge Base inclusion flag
Time recording for recharging to Departments/ customers
Multiple linked call closures
SLA Performance monitoring, reporting, escalations
Call volume analysis
ITIL Features
Incident / Request Management
Problem Management
Change Management
Release Management
Financial Management
Configuration Management
Service Level Management
Continuity Management
Reports and Enquires
Flexible data enquires and sort display
Drill down summaries to Call detail
Flexible QBE report writer/enquiry tools
Report Builder sort/display options
Report Builder export to spreadsheet
Report Builder save /retrieve
Graphical representations and Summary Enquiries
3D charts and builders

Feature List (continued)	sitehelpdesk	sitehelpdesk-IT	sitewebdesk
Additional Features
SLAmonitor module for email escalations
SLA Clock stopped outside working hours/ call deferred
EMLmonitor email to ticketing
SMS mobile phone text messaging option
Telephone/Contacts lists – with photograph links
Customer records and communication Events tracking
Account Management licences for online sales force access to their own accounts
Product Records - assigned to customers
Customer Contacts register
Inventory tracking and assignment
Inventory history of changes/movements
Purchase records, Warranties and Returns
Stock module for loans/ Issues / HW transfers
IP address allocation registers
Software License Register and volumes
Stock / Library / Consumables Register / Tracking
Hardware allocation in and out of stock
Floor port and patching register
Disaster recovery and security records
Insurance Valuations
Business Continuity records / Disaster Recovery Pack
Maintenance Schedule
MS System Manager Server and System Centre Configuration Manager 2007 integration for the full IT audit / enquiry function of HW and software
VisionSoft Visual Audit Pro integration for the full IT audit / enquiry function of HW and software
Centennial Discovery integration for the full IT audit / enquiry function of HW and software
WMImonitor integration for HW and SW auditing and change management
WMImonitor integration for configuration change control
Backup and Restore registers
Media Archive Registers
Loans / Issues register from stock (HW/SW/Manuals etc)
Installation and Configuration
Runs on Microsoft Platforms with IIS
100% Browser - No client installations
Microsoft Access or SQL Server based
Secure access for Operators/Customers
Documentation and on-line help (editable)
Easy to install, customise, go-live and use (consultancy and training rarely required)
Globally Change Fonts / Colours /Terminology
Month/Day/Year and Day/Month/Year formats
Edit all pages (source code provided)