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Web Help Desk ITSM Review

Product Snapshot

Technology

SaaS and on-premise versions

Customer Focus

Mid-Size Business, Enterprise, Multi-National Enterprise

Select Customers

Burton, Harvard University, U.S. Air Force, Cisco, PBS, Aramark, Lockheed Martin

About Web Help Desk ITSM

Web Help Desk ITSMWeb Help Desk ITSM is one of the earliest examples of a fully web-based help desk solution. The program applies best practices of the Information Technology Infrastructure Library (ITIL).

About Web Help Desk
Having gotten its start in 1998, Web Help Desk is one of the earliest developers of web-based help desk solutions.

Web Help Desk ITSM Key Features

  • Compatible with Windows, OSX, Linux, and Unix
  • Server-side database support: SQL, MySQL, Oracle, OpenBase SQL, PostgreSQL, FrontBase
  • Incident management
  • Communication and correspondence with two-way email and ticket-issue integration
  • Help Desk management functions
  • Account management with LDAP and active directory sync
  • SLA management and ticket life cycle tracking
  • Knowledge base management tools
  • Centralized CMDB repository
  • Approval workflow/change management
  • Task manager
  • Survey management
  • Billing & parts management

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