Project Management

Review: Web Help Desk

Web Help Desk is for any IT department who needs to track clients and assets, as well as keep an associated calendar, and see reports on all of it.

Every IT department would love to have a help desk application that was easy to use, easy to manage, and actually helped to make their job easier. And there are a ton of possibilities out there. There are ticketing systems, and inventory systems, and full blown help desk systems. One of those systems, Web Help Desk has a lot to offer, is a breeze to install and maintain, and really makes the IT department feel like they are in charge of their world. Let's take a look and see if it's the right tool for you.

Specifications

  • Supported operating systems: Mac OS X server 10.4 or greater, Windows 2000 or greater, Red Hat Linux (and derivatives), Debian Linux (and derivatives), and Sun Solaris 8 or greater.
  • Hardware Requirements: 768MB RAM, 1GB disk space
  • Supported databases: MySQL 5 or greater, MS SQL 2000 or greater, Oracle 8i or greater, OpenBase SQL, PostgresSQL 8 or greater, and Frontbase 4 or greater.
  • Pricing: Commercial - Free for a single Tech, Lite Edition is $180-$300 per Tech, and Pro Edition is $480-$900 per Tech. A "Tech" is defined as a named login on the system. There is also pricing for non-profits.
  • Additional vendor information
  • TechRepublic Photo Gallery

Who's it for?

Web Help Desk is for any IT department (or consulting firm) who needs to keep track of clients, assets (and their associated tickets), as well as keep an associated calendar, and see reports on all of it.

What problem does it solve?

Web Help Desk helps the IT staff and the consulting firm to keep their trouble tickets and assets managed. In this industry it's easy to get lost in the shuffle. Getting lost means losing clients and that means losing bottom line. Web Help Desk can help to keep that from happening with an outstanding ticket management system.

Standout features

  • Plenty of reporting against tickets
  • Easy Web interface
  • Incredibly simple installation
  • Automatically assign technicians to jobs
  • Client request forms and client self-help
  • Email based ticket submissions
  • Billing and invoicing
  • iCalendar integration
  • Email alerts
  • Powerful search tool against clients, tickets, assets, purchase orders, and FAQs

What's wrong?

The biggest issue I have found with Web Help Desk is that it cannot monitor systems. The integration of a real-time system monitor and alert would make Web Help Desk the perfect solution for IT consulting firms. Another issue is that Web Help Desk includes remote support for Apple, but no other platform.

Competitive Products:

Bottom line for business

With free (free), Lite ($180-$300 per tech), and Pro ($480-$900 per tech) editions, Web Help Desk has an offering for just about anyone. It is a reliable, easy to use means to keep your IT staff or your consulting firm organized and on the job quickly. Web Help Desk empowers both the technician and the client to ensure that systems are up and running and the flow of information about said systems is smooth and simple.

User rating

Have you encountered or used Web Help Desk? If so, what do you think? Rate your experience and compare the results to what other TechRepublic members think. Give your own personal review in the TechRepublic Community Forums or let us know if you think we left anything out in our review.

Read our field-tested reviews of hardware and software in TechRepublic's Product Spotlight newsletter, delivered each Thursday. We explain who would use the product and describe what problem the product is designed to solve. Automatically sign up today!

Next Page (Photo Gallery) >>

About

Jack Wallen is an award-winning writer for TechRepublic and Linux.com. He’s an avid promoter of open source and the voice of The Android Expert. For more news about Jack Wallen, visit his website getjackd.net.

Editor's Picks