Looking More into Web Help Desk (WHD)

Before the break those of I showed Web Help Desk to more people in computing. It got decent reviews from most people including those that evaluated similar software last year.

To this point it seems clear that Web Help Desk has the following strengths

• Developed for multiple platforms including Linux
• MySQL is one option for the database
• There is LDAP/Active Directory integration (without an extra fee)
• Internal Asset Database
• Fully functional ticket creation(modification) through email or web interface
• Web Interface allows for details to be required to draw out necessary information creating efficiencies
• Works with handhelds and smart phones
• FAQ section can be built from scratch or problem logs
• Flexible Surveys and Reporting

There were some questions that came up that I need to look into further before moving forward.

1. Is there a workflow option where tickets are created and tracked based on completion of previous step in process? (yes)
2. Is there a Whiteboard option like in Heat where we track who is in and who is out for the day? (yes)
3. How is our asset information imported and maintained?
4. Can we track Software as an asset? If so how is it assigned to a user to a computer or can it be both?
5. Can a FAQ be assigned to multiple problem types? Passwords for instance can it be Password Help -> Datatel as well as Datatel -> Forgot Password
6. Can a ticket be added to the FAQ from the ticket creation screen? (No – but a FAQ can be generated in one click from the same screen one uses to update the ticket.)
7. Can tickets be lumped together in when a global issue is identified? Once a global issue is identified can new users be added to that ticket? (Yes – screen shots to come shortly)

I am looking in to these questions and working to figure out the integration with the necessary databases that already stores much of the user and asset information we use day to day. As I find answers I will post here. If you have experience with Web Help Desk please comment on your experience on this and subsequent posts.