ANTHROBUG  I have to add my .02 here too - I'm not sure if the fact I know how DNS works colors my opinion, but I found this software to be wonderful. It's easy to use, does a splendid job of organizing tickets and tech, and was super-simple to install. I highly recommend it.

As far as the problems mentioned in another review; The install is package based. You double click a package and install the app just like any other when using the default database. If you have an existing database solution you want to leverage, you can use MySQL or something else. But unless you have an existing database or some specific reason, going with the default database is recommended. You can also easily change the port ( to the web default even; 80 ), and of course if you have any kind of DNS operating on your network this machine can be given a more easily accessible name.

And the support is fantastic; I called to ask a few questions and an hour later not only had my issues addressed but was also given a complete overview of the product and it's capabilities. These guys use the product themselves everyday! If you need some kind of helpdesk solution, no matter what platform you are running I highly recommend Web Help Desk.  
(Version 9.2.1.13)

STEVE HOWE  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.  
(Version 9.2.06)

MACMEND.COM  At present I use Perldesk on a hosted webserver and it works brilliantly, I have looked at webhelp desk before and thought now there is a free version i would look again.

It would appear to do alot and that is in effect its problem, you need to know alot just to get it going.

Where as the installation of a package like Perldesk and many other online packages is simple and easy once you set up your database. This works the other way round, it sets up the database for you if you want to use the embedded front base and makes the installation and access complex, at least it is for me. Sure the WHD pops up right after you install it in your browser, but it is not really readily accessible by anyone else.

No one in my company is going to type in 127.0.0.1:8081/webhelpdesk to get to the webhelpdesk, they need a domain, we dont run webservers from site but you cant install on a hosted solution, or maybe you can, you tell me.

The instructions themselves assume too much, like too much knowledge, I hate the assumption that you are in the know or you know nothng and because of that I find this a kind of "arrogant" piece of software, or maybe its just old hat..the interface certainly is.

Look at the ease in which something like wordpress is installed and updated and then use that as a model....please. You see i really want to use this I can see its mac slant and its integration with ARD could be really useful, but its usability I call into question. I bet the big set ups with lots of techs and deep knowledge love it.  
(Version 9.1.21)

NEIL_M  "Because its written in Java, the Web Help Desk runs on any server with Java 5 installed (included in Windows and Linux installers). From a client-side perspective, end-users need only a web browser to utilize the solution; no applets, Flash, or other plug-ins required"

I installed the free version and it certainly seems like a fine solution but I found that the CPU was running quite hard - under Activity Monitor, found Java was the culprit.  
(Version 9.1.18)