Web Help Desk Free
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0

Help desk software for Mac OS X Server.   Free
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Web Help Desk Free offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive web-based technician interface, iPhone web-app, customer support Web portal, email-to-ticket conversion, and 2-way email integration.

Free Help Desk Software Features:
  • OS X Help Desk Software Solution
  • Web-based Client UI - Zero Footprint
  • Customer Service Web Portal
  • Incident & Problem Management
What's New
Version 12.0.1:

Improvements:

  • The WHD installation program now recognize multiple WHD installations and allows only one WHD installation. This new improvement means that customers can run a WHD installation as many times as needed to fix installations having issues like broken libraries and bad buddy drops. Upgrading to WHD SR1 does not change existing WHD data or the embedded PostgreSQL database.
  • The new installation fixes a previous a IPv6 issue that disabled database startup on Windows 2003 and Windows XP. The installation now automatically detects whether your server supports IPv6 or not, and if it does not, applies a new configuration to the whd.conf file with the IPv6 connector commented out.
  • All users can install WHD with administrator privileges. WHD installations now check if the user running the installation process has WHD administrator privileges. If they do not, the WHD installation program escalates the user’s privileges to administrator privileges so they can successfully install and configure WHD.
Fixed Issues:
  • Need to make Error message more clear, when JDBC Driver is needed
  • Installer blocks on maintenance expired
  • PostgreSQL service does not start on Windows 2003
  • WHD-vSphere-12.0.0.655 contains DEMO changes and it says 12.0.1.8 after installation
  • db_name is not consistent in .whd.properties file
  • Change copyright link on login page
  • Administrator must accept EULA twice
  • WHD Discovery Engine (WMI) ignores XP machines
  • Escalate Privileges to Administrator when Running WHD Installer
  • Escalate Privileges to Administrator when Running WHD scripts in Windows
  • Default descriptor of WO (postgres) causing problems
  • Upgrade Fails When IP Address is bound in WHD.conf
  • Performance issues with Save
  • WHD - Windows installer shortcuts are not created for the 12.0.0 version branch > RC3
  • Exception on deleting attachment
  • whd.properties change when existing old DB configured from GSW
  • Unable to create ticket notes using API
  • Connection to http://localhost:8081 refused error is shown during database migration
  • Incoming email Exchange Server SSL Certificate Issues
  • Apple Push Notification Certificate needs to be updated
  • WMI discovery serial number - None should be the same as null

Version 12.0.1:

Improvements:

  • The WHD installation program now recognize multiple WHD installations and allows only one WHD installation. This new improvement means that customers can run a WHD installation as many times as needed to fix installations having issues like broken libraries and bad buddy drops. Upgrading to WHD SR1 does not change existing WHD data or the embedded more...
Requirements
  • Intel, 64-bit processor
  • OS X 10.6 or later
  • Java 6 or later



MacUpdate - Web Help Desk Free



Web Help Desk Free User Discussion (Write a Review)
ver. 12.x:
Your rating: Now say why...
Overall:
(7)

sort: smiles | time
burypromote

+63
Awado commented on 27 Dec 2012
After hours of trying to install WHD in Ubuntu, I will give the OSX version a shot. It seems to run out of the box. Hope to post a review then.

As some posters already mentioned, the license policy is not very clear. The free and the pro installer seem to be the same (?) and run for 30 days without any cost. You *CAN* then purchase a license. If you don't it is still free to use, but gives you only ONE tech admin account. From the login page of WHD:

"After 30 days, if you have not provided a license, the application will automatically switch to a 1-Tech license allowing updates up to one year from today. Any Tech accounts other than the initial admin account will be marked as inactive. Deactivated accounts can be reactivated by purchasing a license."

Hope this helps everyone, as the devs don't post anything here.
[Version 11.0.8]

1 Reply

burypromote

+63
Awado replied on 18 Jan 2013
At a first glance, WHD seems to be a nice solution for support management. But the deeper you dig into it, the more frustrating it gets. The only part that works out of the box was the OSX version of WHD. The Linux version won't. At least in my setup. The online documentation for the linux version is out of date and no help at all.

The iOS app is a shame. It's nothing more than a web viewer, but even this is buggy and crashes or displays corrupt data.

But the most annoying thing is their way of collecting your mail address: You have to give them your email address in order to download WHD. So far, so good. Then I got a weekly mail asking me to buy the pro version or some other products from them. So I opted out by the given link in these mails. But I still get these mails, now sent from a different account of this company.
burypromote

+65

Neartheredrocks reviewed on 19 Nov 2012
There is no free "Web Help Desk Free" application. There is only a 30 day demo version; after that the software costs at least $495. The version advertised here is the same as the version on the "Web Help Desk Pro" page (and there that version is incorrectly priced with $240).

Macupdate, please correct this!

I'm giving this 1/2 star because the company behind this software is deliberately misleading the people here on Macupdate and I don't like that.
[Version 11.0.8]

1 Reply

burypromote

+1
David Stone replied on 28 Feb 2013
If you need to run a help desk - this is the best one out there.
Some of the configuration is a little daunting, but if you are running ITC support business like I do, its something you learn.

As for price, I ran the free version for several years without issue before needing to upgrade.
You have a single tech login and unlimited updates for a year.
If you need further updates or tech's, then you need to buy the pro version.
burypromote
-1

PorkPieHat reviewed on 19 Feb 2011
Wow, this is free?
[Version 10.0.20]

1 Reply

burypromote
Anddave replied on 26 Jul 2013
Only long enough for you to get a bunch of data into it, then you realize you have to pay through the nose for it.
burypromote
+4

+4
Anthrobug commented on 24 Sep 2009
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]


burypromote
+4

+21

Steve-Howe reviewed on 10 Jun 2009
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]


burypromote

+136
neil_m commented on 23 Jan 2009
"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]

1 Reply

burypromote
Web Help Desk Software (developer) replied on 18 Feb 2009
This may help:

On Mac OS X, is there a way to schedule the application to restart each night in order to clear the JVM heap memory?

http://support.webhelpdesk.com/cgi-bin/WebObjects/Support.woa/wa/FaqActions/view?action=ec0500014aa95109&id=1


How do I schedule the WHD application for a nightly restart on Windows in order to clear the JVM heap memory?

http://support.webhelpdesk.com/cgi-bin/WebObjects/Support.woa/wa/FaqActions/view?action=20050002baad792a&id=1
There are currently no troubleshooting comments. If you are experiencing a problem with this app, please post a comment.


techit rated on 03 Jun 2013

[Version 11.2.1]



Bigmacguy rated on 09 Mar 2011

[Version 10.1.1]



Bigmacguy rated on 25 Feb 2011

[Version 10.1.0]



Scottcald rated on 22 Feb 2011

[Version 10.0.21]


Downloads:18,917
Version Downloads:490
Type:Business : Applications
License:Free
Date:25 Jul 2013
Platform:Intel 64 / OS X
Price:Free0.00
Overall (Version 12.x):
Features:
Ease of Use:
Value:
Stability:
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Web Help Desk Free offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive web-based technician interface, iPhone web-app, customer support Web portal, email-to-ticket conversion, and 2-way email integration.

Free Help Desk Software Features:
  • OS X Help Desk Software Solution
  • Web-based Client UI - Zero Footprint
  • Customer Service Web Portal
  • Incident & Problem Management
  • Email-to-Ticket Conversion
  • LDAP / Active Directory Synchronization
  • Knowledge-base Management
  • Two-Way E-Mail Correspondence
  • Service Level Agreement (SLA) Alerts
  • Reporting Included
Free Help Desk Software Integration:
  • LDAP (Lightweight Directory)
  • Microsoft Active Directory
  • Email-to-Ticket Conversion
  • SMTP, IMAP, POP3
Web Help Desk Software - Free Edition:
  • No Expiration Date
  • Software Completely Free From Ads
  • Unrestricted Lite Edition Functionality
  • Free Software Upgrades for One Year
  • One Support Staff Admin Login
  • All of the features, none of the hassles.


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