Devoted to Help Desk and Technical Support personnel and applications

Web Help Desk offers more features than any other packaged help desk software I have found, so it is worth a good look if you have not found everything you're searching for in a ticketing system.  If you do not quite have the funding to hirer a DBA to tweak and add features to your ticketing system, but you do have a budget for a good ticketing system, this may be the one for you.  The website has two demo movies, one for clients and one for help desk users because this software is utilized by both clients and technical support.  You can check out the Tech Specs online.  You may schedule a Live Product Tour, and pricing is posted on their website.

Features:  

Web Interface - Works with all Operating Systems.

Job Prioritization: Software uses intelligent business software to determine appropriate ticket assignment - considering location, problem type, and load balancing.

Search Capabilities

ICal Integration:  Allows ticket assignment to specific techs with a designated completion day.

Billing, Invoicing and Reporting:  Track labor and travel time, then generate instant PDF quotes or invoices.  Invoices can be downloaded by designated Clients right from the internet.  Know your billing status in real-time with powerful reporting options, or download report results as Excel files for further manipulation. 

E-Mail Based Reporting and Updating:  Allows support requests to be submitted via e-mail to a dedicated help desk address. Clients can update or cancel their requests via e-mail.

E-Mail Alerts:  All new job tickets and ticket updates can be e-mailed to the appropriate recipients.  Alerts can be setup to highlight jobs that have gone unchecked within specified time period.

Asset Tracking:  Manage hardware and software assets; build parent/child relationships between assets to make tracking them a snap. Enter purchase order information for your assets and let Web Help Desk calculate warranty and lease end dates. Define asset types, status, locations, manufacturers, and models for simple tracking.

FAQ Knowledge Base:  Knowledge base functionality is built-in, facilitating the creation of a searchable database of common requests and their resolutions.  FAQs can be categorized and targeted to specific models and support locations. Attach one or more files to each FAQ to make knowledge sharing even more powerful. Clients can rate your answers to provide you with instant feedback on FAQ usefulness.

Performance Reports:  As a help desk administrator, your job depends on getting client requests handled in a timely manner. With Web Help Desk's excellent graphic reporting tools, you will always know how your technicians are performing, which locations are in need of extra assistance, and what problem types are causing the most trouble.

Surveys:  You can collect feedback from your end users with the Web Help Desk's integrated surveys.  Surveys are linked to individual tickets as a satisfaction metric or e-mailed to users to collect any information you wish. Survey results are available as a graphical report option.

Database Backend:  With its integrated FrontBase server (MacOS X and Windows), the Web Help Desk ensures that all your information is safely stored in a relational database providing a powerful backend to support your growing needs. We also offer out of the box support for OpenBase SQL, Microsoft SQL Server 2000/2005, MySQL 4/5, Oracle 8i - 10g and PostgreSQL 8.

LDAP Support:  Utilize your Lightweight Directory with the Web Help Desk to authenticate users and look up client contact info. With built-in connectivity for traditional LDAP and Microsoft's Active Directory, the Web Help Desk can integrate seamlessly into your company's IT infrastructure.

Multiple Languages:  Customize the client user interface to support multiple languages. All client field labels and help messages can change dynamically using browser language detection.

Cross Platform Java Technology:  The Web Help Desk uses Java technology to provide a rich, flexible, and extensible architecture.  Written in Java, Web Help Desk can run on any server with Java 2 SE installed.  Supported platforms include MacOS X Server, Windows 2000 Server, Linux and Sun Solaris. See the Technical Specifications page for more details.

PDF and Tab Delimited Text Generation:  The web is a great cross platform way to deliver dynamic information, but when printing, it leaves much to be desired.  They integrated real-time PDF generation into the Web Help Desk to make printing job lists and asset reports a beautiful experience.  Managers can download job lists and asset report results as tab delimited text files - perfect for manipulating spreadsheets.

Reviews: Surprisingly, I did not find much in the way of reviews, but here is one:  VersionTracker.com

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