DESCRIPTION
Web Help Desk... This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD integration, and asset inventory management. Web Help Desk includes asset integration with any major asset discovery solution; including Apple Remote Desktop and Microsoft SCCM/SMS.
Help Desk Software Features:
- Mac OS X Help Desk Software Solution
- Web-based Client UI - Zero Footprint
- iPhone web-app accessibility
- Customer Service Web Portal
- Incident & Problem Management
- Email-to-Ticket Conversion
- LDAP / Active Directory Synchronization
- Knowledge-base Management
- Two-Way E-Mail Correspondence
- Asset Management & Discovery Integration
- Customer Satisfaction Surveys
- Track Billable Time & Materials
- Service Level Agreement (SLA) Alerts
- Performance Reporting
Help Desk Software Integrations:
- iPhone Web-app & Webkit browser support
- LDAP (Lightweight Directory)
- Microsoft Active Directory
- Email-to-Ticket Conversion
- SMTP, IMAP, POP3, Exchange Web Service API (EWS)
- VNC URL Protocol Tool
- Apple Remote Desktop
- Microsoft SCCM & SMS
- LANrev
- Casper Recon
- Any major Asset Discovery Tool
WHAT'S NEW
Version 9.2.3:
- Added: Now includes x-forwarded-for header when determining IP address of requesting machine.
- Fixed: Asset synchronization now works with version attribute.
- Fixed: Removed PDF download limit for non-hosted installations.
- Fixed: Issue where duplicate clients could appear in an asset if the asset search included multiple custom fields.
- Fixed: Various rendering issues with help popups under IE7 and IE8.
- Fixed: E-mail message body is no longer ignored when client confirms ticket resolution via e-mail.
- Added: Oracle columns of type CLOB that are mapped to strings now get wrapped in queries with TO_CHAR(), which improves performance when searching.
- Added: When using FrontBase, the application automatically repairs broken UNIQUE settings upon application startup.
- Fixed: Issues causing currency fields to reject input under certain conditions.
- Fixed: Viewing of FAQs through an external URL now respects Location and Department assignments when authentication is enabled for external URLs.
- Fixed: Excel downloads of FAQs now include Question/Answer fields, and Excel downloads of Assets now include Clients field.
REQUIREMENTS
Mac OS X Server 10.4 or later.
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