Flexible Help Desk for Webware

User Reviews

• Powerful Help Desk

  SueSueOkadaMarch 9, 2011

  Pros

  Fast and easy to install. We had a working system up and running with our processes in a day. It was bulletproof after two weeks and we were already showing it to customers. Totally free!

  Cons

  There was too much stuff to look through at first. It comes with a bunch of tables that are nothing to do with help desk support. They were easy to hide once we found out how, but it would have been better if they were not there in the first place.

  Summary

  A very powerful piece of software with a lot of different parts. The important part for us was that it came with everything we needed out of the box. We didn't have to start over from scratch when we went to customize it either. The templates are good starting places that you can modify to get a better fit.

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• Makes setting up a help desk a one stop process

  HeyItsIreneMarch 3, 2011

  Pros

  Comes with everything you could want for an internal helpdesk. The rules engine makes sure that the team stays on top of tickets and do not let things slip. instead of just checking to make sure that everyone else is doing theirs.

  Cons

  Memory hungry. It refused to install on a 32 bit XP box. We ended up installing it on a Windows 7 machine and upgrading from 6 to 12G RAM.

  Summary

  The reason it works for us is that it's more of a helpdesk platform than a program. You can do everything from within the program, instead of with some other programs where you need 3 or 4 different parts to all be hooked up together. We have FAQs and email templates and full contact information and reporting all in the same place. It takes me a couple of clicks to convert an answer we sent out to a customer into a standard solution. It's saved me and my team a ton of time.

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• Powerful, flexible and free

  WesslesMarch 3, 2011

  Pros

  Lots of good stuff out of the box, very comprehensive offering. You can change it by adding or removing rules, fields and tables really quickly. The visual workflow helped me see where I needed a better approval process.

  Cons

  It's a little daunting at first. If you check too many boxes on the initial setup you'll end up with a lot of tables turned on. Even though you can do almost anything, just figure it out before jumping into the deep end.

  Summary

  From what I've used it seems like a solid platform. I'm using it mainly for an external helpdesk. The FAQs and self registration work fine. Being able to have customers log back in to update their ticket without them remembering case numbers is pretty nice. They just open up their email and there is a link that logs them in. I feel like I'm just starting to scratch the surface with everything that's here. If you're like me just go ahead and turn off all of the tables you're not using it'll make using the program a little easier. I haven't even touched probably 60% of the tables they have built in. Customizing any of the forms is easy once you are used to it but the first few hours were totally bewildering.

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