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Help Desk Software and Asset Management software features

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Here is a Summary to Easily Compare Software Features

The following summary in our help desk software comparison chart shows features across the helpdesk product range. This will help you 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.

Drill into specific product details via links on product logos.

sitehelpdesk features          Suitable for any internal support department

sitehelpdesk -IT features      ITIL featured IT service desk

sitehelpdesk-FM features    All the standard features with inventory and stock management as well

sitewebdesk features           Suitable for customer support and account management over the web

 

Feature List

sitehelpdesk features

sitehelpdesk-IT features

sitehelpdesk-FM : contact sitehelpdesk.com for more information

sitewebdesk features

Call Logging

End User Call logging from their browser with various security options

yes

yes

yes

 

Customer Call logging from their browser - authenticated by customer or contact

 

 

 

yes

Email Call Logging (with EMLmonitor)

yes

yes

yes

yes

Telephone / Operator Call logging

yes

yes

yes

yes

Rapid generation of repetitive calls

yes

yes

yes

yes

Call Templates (single or multiple calls)

yes

yes

yes

yes

Call Linking and grouped closures

yes

yes

yes

yes

Instant Call id notification when logging

yes

yes

yes

yes

Email notifications of Call Id and details

yes

yes

yes

yes

End User Self Help (all/part optional)

       

Intelligent FAQ’s 

yes

yes

yes

yes

Links to Internet/Intranet documents

yes

yes

yes

yes

Call history Status Enquiry

yes

yes

yes

yes

Scripting based on Call Type 

yes

yes

yes

yes

Currently Open / duplicate Call Check

yes

yes

yes

yes

Whiteboard message display

yes

yes

yes

yes

Add File Attachments 

yes

yes

yes

yes

Hardware Inventory Call Logging

 

yes

yes

yes

Close / Reopen Call / Resolution text entry / Add Events/ Add Attachments

yes

yes

yes

yes

Call Open - Assignments

       

Auto assign to Operators or Team by Type of request (optional)

yes

yes

yes

yes

 Auto assign to Operators or Team  by Site Location (optional)

yes

yes

yes

 

 Auto assign to Operators or Team by Customer (optional)      

yes

Manually (Re)Assign Calls to Operator or Team

yes

yes

yes

yes

Auto Email notification to Operators (optional)

yes

yes

yes

yes

Call Type - Problems / Incidents/ Configurations

yes

yes

yes

yes

SLA Category – Definable Priority /Severity 

yes

yes

yes

yes

End User Department / Location

yes

yes

yes

 

Full audit trial of Events

yes

yes

yes

yes

Inventory associated to Call and full drill down (optional)

 

yes

yes

yes

Hardware configuration history and maintenance drill down

 

yes

yes

yes

End User Telephone number overwrite

yes

yes

yes

 

Customer details,  Contacts and  Products / Services enquiry from ticket

 

 

 

yes

Scripting prompts for additional information

yes

yes

yes

yes

Summary and Problem text entry

yes

yes

yes

yes

Feature List (continued)

sitehelpdesk

sitehelpdesk-IT

sitehelpdesk-FM

sitewebdesk

Call Progress Management

       

Traffic light Severity flags based on Escalation / Respond / Fix times

yes

yes

yes

yes

Event Text entries and editing

yes

yes

yes

yes

Email notifications

yes

yes

yes

yes

Printer Friendly Call details report

yes

yes

yes

yes

Follow Up Diary 

yes

yes

yes

yes

Inventory - 3rd Party Warranty/Maintenance 

 

yes

yes

yes

Inventory management - Disposals/Stock issues

 

yes

yes

yes

Inventory – re assignment / Loans

 

yes

yes

yes

File Attachments

yes

yes

yes

yes

View Script results

yes

yes

yes

yes

Call status Deferral

yes

yes

yes

yes

Full Audit Trail of Events / re assignments

yes

yes

yes

yes

Time and Expense recording and billing

yes

yes

yes

yes

Smartphone support for call management

yes

yes

yes

yes

Smartphone support for asset management / physical audit scans

 

yes

yes

 

PDA support for account management

     

yes

Knowledge Base Search on Calls/FAQ’s/Links

yes

yes

yes

yes

Call Resolution

       

Resolution Text 

yes

yes

yes

yes

Links to 3rd Party and Internal support documents

yes

yes

yes

yes

Operator privileges for Call Closure/Assignments

yes

yes

yes

yes

Knowledge Base inclusion flag

yes

yes

yes

yes

Time recording for recharging to Departments/ customers

yes

yes

yes

yes

Multiple linked call closures

yes

yes

yes

yes

SLA Performance monitoring, reporting, escalations

yes

yes

yes

yes

Call volume analysis

yes

yes

yes

yes

 ITIL Features

       

Incident / Request Management

yes

yes

yes

yes

Problem Management

yes

yes

 

yes

Change Management

 

yes

 

yes

Release Management

 

yes

 

yes

Financial  Management

yes

yes

yes

yes

Configuration Management

 

yes

 

yes

Service Level Management

yes

yes

yes

yes

Continuity Management

 

yes

yes

 

Reports and Enquires

       

Flexible data enquires and sort display

yes

yes

yes

yes

Drill down summaries to Call detail

yes

yes

yes

yes

Flexible QBE report writer/enquiry tools

yes

yes

yes

yes

Report Builder sort/display options

yes

yes

yes

yes

Report Builder export to spreadsheet

yes

yes

yes

yes

Report Builder save /retrieve

yes

yes

yes

yes

Graphical representations and Summary Enquiries

yes

yes

yes

yes

3D charts and builders

yes yes yes yes

Feature List (continued)

sitehelpdesk

sitehelpdesk-IT

sitehelpdesk-FM

sitewebdesk

Additional Features

 

 

 

 

SLA features module for email escalations

yes

yes

yes

yes

SLA Clock stopped outside working hours/ call deferred

yes

yes

yes

yes

EMLmonitor features module email to ticketing

yes

yes

yes

yes

 SMS mobile phone text messaging option

yes

yes

yes

yes

Telephone/Contacts lists – with photograph links

yes

yes

yes

 

Customer records and communication Events tracking

 

 

 

yes

Account Management licences for online sales force access to their own accounts

     

yes

Product Records- assigned to customers

 

 

 

yes

Customer Contacts register

 

 

 

yes

Inventory tracking and assignment

 

yes

yes

yes

Inventory history of changes/movements

 

yes

yes

yes

Purchase records, Warranties and Returns

 

yes

yes

yes

Stock module for loans/ Issues / HW transfers

 

yes

yes

yes

IP address allocation registers

 

yes

 

 

Software License Register and volumes 

 

yes

 

 

Stock / Library / Consumables Register / Tracking

 

yes

yes

yes

Hardware allocation in and out of stock

 

yes

yes

yes

Floor port and patching register

 

yes

yes

 

Disaster recovery and security records

 

yes

yes

 

Insurance Valuations

 

yes

yes

yes

Business Continuity records / Disaster Recovery Pack

 

yes

yes

 

Maintenance Schedule

 

yes

yes

 

Microsoft System Manager Server and System Centre Configuration Manager integration for the full IT audit / enquiry function of HW and software

 

yes

 

 

VisionSoft Visual Audit Pro integration for the full IT audit / enquiry function of HW and software

 

yes

 

 

Centennial Discovery integration for the full IT audit / enquiry function of HW and software

 

yes

 

 

WMImonitor features integration for HW and SW auditing and change management

 

yes

 

 

WMImonitor integration for configuration change control

 

yes

 

 

Backup and Restore registers

 

yes

 

 

Media Archive Registers

 

yes

 

 

Loans / Issues register from stock (HW/SW/Manuals etc) 

 

yes

yes

yes

Installation and Configuration

       

Runs on Microsoft Platforms with IIS

yes

yes

yes

yes

100% Browser  - No client installations

yes

yes

yes

yes

Microsoft Access or SQL Server based

yes

yes

yes

yes

Secure access for Operators/Customers

yes

yes

yes

yes

Documentation and on-line help (editable)

yes

yes

yes

yes

Easy to install, customise, go-live and use (consultancy and training rarely required)

yes

yes

yes

yes

Globally Change Fonts / Colours /Terminology

yes

yes

yes

yes

Month/Day/Year and Day/Month/Year formats

yes

yes

yes

yes

Edit all pages (source code provided)

yes

yes

yes

yes

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