Complete Remote Assistance and Help Desk Ticketing Solution

with Help Desk Essentials

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Fully functional for 14 days

  1. Launch Dameware® remote assistance session from Web Help Desk®

    Simplify IT service management and accelerate IT troubleshooting with the power of help desk integration with Dameware Remote Support and remote control software. With a click of a button from IT tickets or the IT asset inventory in the Web Help Desk software, you can now launch a Dameware remote session and provide remote assistance to end-users wherever they are situated.

    • Easily initiate remote assistance directly from the help desk ticket
    • Save remote session metadata, chat history, and screenshots back to help desk tickets

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  2. Automatically discover and manage IT assets

    Auto-discover assets spread across your network based on IP range/subnets, associate assets with end-users and help desk tickets, and easily track assets by establishing parent-child relationships with Web Help Desk. Incident history enables a comprehensive audit trail of help desk tickets associated with each asset, giving clear visibility into potentially expensive repairs and helping you make informed decisions on asset replacement.

    • Automated asset discovery
    • Reservation desk for loaner assets
    • Warranty and lease expiration alerting
    • Hardware and software tracking
    • Asset relationship tracking
    • Request to end-user/owner linking

  3. Monitor and manage service requests

    Web Help Desk also allows you to take full control over incident and problem management by automatically converting emails to tickets, routing and assigning tickets to staff groups, and improving efficiency by enabling automatic escalations based on business requirements, repetitive tasks, and ticket severity.

    • Email-to-ticket automation – IMAP, POP, and Exchange
    • Service level agreement (SLA) alerting
    • Parent-child ticket associations
    • Action rules for ticket assignment and routing
    • Performance reporting dashboards
    • Active Directory integration

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  4. Communicate with end-users and IT staff

    Simplify the way you communicate and manage remote assistance tickets with two-way email correspondence. Receive email notifications on your mobile phone via SMS alerts, automate escalation processes, and improve efficiency through customer satisfaction surveys.

    • Two-way email correspondence
    • Mobile request escalation
    • Email and SMS alerts
    • Customer satisfaction surveys and reporting

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  5. Deploy searchable internal and external knowledge bases

    Quickly resolve repetitive and known IT issues by enabling employee self-service through FAQs and knowledge base articles using the Web Help Desk software. Save time and money, and reduce overhead with powerful knowledge base management.

    • External knowledge base for end-users
    • FAQs for quick resolution of easy service requests
    • Internal knowledge base for help desk technicians

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