Web based help desk software solutions

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Help desk software

sitehelpdesk may be upgraded at anytime to the following help desks and monitors added:


swd


SHD-IT


EML


SLA


WMI


shd logo

Box ImageFeature rich service desk software solution suitable for use by any internal support function. 

From a link on your Intranet, this web browser based software provides your company employees with online support and self help even when you are not available. The unique design features will allow you to get fully up and running within hours of installing.

sitehelpdesk forms the core support service solution at the heart of our product range. This may be downloaded from this site and used as the springboard to your inhouse support. You may then easily upgraded to sitehelpdesk-IT for additional features relating specifically to support in an IT Service department.

We also have solutions tailored for Facilities Management and Human Resources. Alternatively you can install sitewebdesk for external Customer support.

User Call Logging and Self Help

Internal staff may log support calls directly from a link on your Intranet using any web browser. 

  • Fully integrates to your Intranet site. fonts, colours and logo.
  • Configurable Welcome message and ticker notifications
  • Option to use Windows login authentication to identify the user. 
  • Option to allow free format of user name and other information required to create new users 'on the fly' as calls are being logged.
  • Numerous options for additional validated information entry.
  • Auto assignment and notifications of call reference number.
  • Options for Scripted questions, answers and prompts for self help or to obtain additional information.
  • Template calls for rapid entry
  • Intuitive Self help with FAQ's and links to documents, web pages reports and graphs.
  • User events entry and close call.
  • Options for automated email and SMS notification to Operators.
  • Satisfaction feedback.

Service desk Administration

Simple configuration by selecting  optional features and colour, font, terminology backed up with comprehensive Administration and Operator guides and on screen help.

  • Outgoing email integration using SMTP as standard. Incoming email to ticketing available with the addition of  EMLmonitor.
  • Active Directory integration for user records or option to allow Operators to create new users 'on the fly'.
  • Schedule template calls to be created and assigned automatically.
  • Links to technical papers, third party support sites and internal documentation.
  • Add and Edit FAQ database with attachments to further information for Operators and end user self help.
  • Operator privilege settings and organisation into Teams.
  • Internal Staff Contacts list that may be added to your Intranet with optional links to staff  photographs.

Operator Call Management

Support Operators log into sitehelpdesk from any PC with Microsoft Internet Explorer, Opera, Safari, Chrome and Firefox. Or use a smart phone to log new calls and manage their queue on the move and deal with any pending Follow up actions. 

  • Rapid user/ customer search and entry of new calls
  • Call Type Scripting can prompt operator with resolution or collect useful and relevant information. 
  • Templates may be set up for individual or multiple related calls for rapid entry and to ensure procedures are always followed or quick fixes get logged.
  • Call linking and group closures.
  • Attach files to call tickets and diarise events.
  • Full audit history on call ticket updates.
  • Call prioritisation with traffic light flags indicating when SLA thresholds are reached or use Due dates. You  may receive email prompts on SLA violations with SLAmonitor.
  • Urgency flags
  • Knowledge base key word search interfaces across call history KB, Links and FAQ's.
  • Problem management reviews from call type history trends.
  • Email and SMS text notification facilities.
  • Availability and work load summaries.
  • Time sheet recording and Billing

Reports, Graphs and 3D Charting

  • Numerous predefined reports of call volume summaries with drill down into details.
  • Volume and Performance Dashboards (configurable)
  • Colourful 3D chart builder
  • Time tracking and recharging / billing reports
  • Call volume trend analysis for better resource planning.
  • helpdesk status summary reporting
  • SLA report for user specified periods grouped by Operator or SLA category with drill down to identify offending calls.
  • Graphical analyses reports and a graph builders
  • Flexible Query By Example report generator provides access to the database and selections, sorting and display preferences plus save and retrieve options and export to Spreadsheet.
  • Summary statistics tables
  • Graph, chart and report generated pages may be saved as links and made available to end users.

All this and more at an unbelievable price - Click here to download a free trial of sitehelpdesk and see how it can benefit your organisation >

Additional Resources

Feature Comparisons

Smart Phone Interface

System Requirements

Click a screen image below for more detail.

user screen sample
 Staff Self Service

Administration page sample
   Administration  Pages  

call management
  Service Management

reporting
 Reporting Example

 

graphs
 Flexible Dashboard Example
 

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