Wow, this is free?

I feel compelled here to defend the pointless 1 Star review of this product.

I have used Web Help Desk for many years now both deploying it as client based solutions and for myself, recently when the Free version became available I deployed this for my own use.

The install procedure is SIMPLE really no honestly if you use the imbedded Frontbase database that is.
although you can leverage MYSQL, MS SQL, ORACLE and some others, but you do need to know what your doing, even though the upgrades to adhere to external databases you still need to understand the process and how to support it.
Even with the Frontbase engine you can query it from other sources such as mysql, FileMaker and 4D.

Upgrades are child's play in most cases.

When reviewing your help desk solution, understand your requirements, future expansion and demands on the product and its scalability.

The support in the UK for this product is 2nd to none really, they use their own software understand it and are very understanding and knowledgeable, when they say they will get back to you they do.
The US counterpart I have had small dealings with and found them to be of the same quality.
The software is not open source or the dubbed 'Commercial Open Source' it is Software, a developed commercial product and now they offer SaaS solutions.

If you don't know what you are doing when installing a helpdesk solution, really honestly question what you are doing? are you the helpdesk support if so then lord help the users.

The software runs on ports as pretty much every piece of software does!!! including applications and web based ones, get with the program its nothing new.
You can change the ports, instigate url redirects, deploy bookmarks (you know those wonderful things that stop you typing web addresses out all the time!)
If you are concerned about the url of a helpdesk solution then I would like to think you have considered the other multitude of problems associated and have the luxury to indulge in such a small problem.

In terms of an actual review the main 2 downsides of the software are these;

1) Interface it always has been an issue for me, and yes it does not skin options.
2) Smartphone/iPhone support, imo re-skinning and interfacing will resolve this problem hand in hand.

Features - The product is very scalable for most users the standard licensing is most suitable and be careful not to over feature yourself beyond recourse.
Ticketing, tracking, client email and web ticket logging.
Tech assignment automation and SLA solutions.
Reporting, automated and manual, tech levels, groups and backups and managers.
Asset management, tracking and LanRev integration.

Ease of use - A learning curve but I have had teams of horizontal ticket based support groups pick this system up with zero training.
Getting your way round is intuitive but if you deploy all the features in one hit people will get overwhelmed, but then you shouldn't be doing this when implementing a process management driven solution.

Value - There are many many different help desk solutions on the market agreed WHD will not fit everyones requirement and for some larger concerns the interface may not even be an option if branding policies are in place.
But compared to most paid for software its very good value.
You can buy outright with 1st year support and thats your only commitment or you can enroll in the yearly maintenance and support program.
Stability - Very stable and backups are a breeze if you plug to a Microsoft SQL backend you can leverage Bakbone and the like for RDP and Recovery.

Overall I highly recommend WHD and strongly advise putting it in your final 3 if it ticks most of your boxes.


In terms of scalability I have deployed this solution for my own help desk needs (1 Person) and for small support agencies up to an enterprise level 30 strong support team.