UniPress Software Ltd

Phone: 08450 646566

Unipress Software - Web Help Desk Detailed Features
 

Web Help Desk - Detailed Feature Checklist

Whether deploying the Web Help Desk software as a pure help desk software solution, a customer support software solution, or an issue tracking software solution, you can be assured that the Web Help Desk feature set will accomodate your department's requirements to fulfill any submitted request more efficiently and effectively.


 
 

Web Help Desk Technology


Web Help Desk
100% Web Based Help Desk Software Solution Check Mark Image
No Active-X; No Java Applets Check Mark Image
Server-Side Operating System Support:    
Bullet  Windows Server Check Mark Image
Bullet  Mac OS X Check Mark Image
Bullet  Linux Check Mark Image
Bullet  Unix Check Mark Image
Server-Side Database Support:    
Bullet  Windows SQL Server Check Mark Image
Bullet  MySQL Check Mark Image
Bullet  Oracle Check Mark Image
Bullet  OpenBase SQL Check Mark Image
Bullet  PostgreSQL Check Mark Image
Bullet  FrontBase (embedded for instant functionality) Check Mark Image
SSL Security Configuration Check Mark Image
Automated Installation Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Incident Management


Web Help Desk
Ticket Management for Issue Tracking, Customer Service, Request Management Check Mark Image
Client / Customer Self Service Portal Check Mark Image
Ticket History & Add a Note in Client Portal Check Mark Image
Email-to-Ticket Conversion, including Attachments Check Mark Image
Quick Ticket Templates Check Mark Image
Automatic Ticket Routing & Assignment - based on Tech's skill set, availability, location, department, & work load Check Mark Image
Load Balancing of Ticket Assignment Check Mark Image
Tiered Help Desk Configuration - Unlimited Levels Check Mark Image
Parent / Child Relationships - Link "Incidents" to "Problem" Ticket (ITIL) Check Mark Image
Nested Request Type Levels / Category Decision Tree Check Mark Image
Dynamic Ticket Form Templates based on Request Categories Check Mark Image
Unlimited User Defined Fields for Dynamic Forms Check Mark Image
— Drop-down, Radio Knob, Checkbox, or Text Box Fields Check Mark Image
— Required, Optional, Visible, Hidden - Client & Tech Options Check Mark Image
Configure Multiple Inbound Email Addresses Check Mark Image
Full Audit Trail of Ticket - Username & Date/Time Check Mark Image
Import Tickets (CSV or TSV) Check Mark Image
Export Tickets (TSV or PDF, built-in PDF generator) Check Mark Image
Time Tracking throughout Ticket Life-cycle Check Mark Image
iCalendar Subscriptions Check Mark Image
Public Messages / Alerts Check Mark Image
Bulk Ticket Updates Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Communication & Correspondence


Web Help Desk
Two-Way Email Correspondence Integration: Check Mark Image
Bullet  Add Ticket Note directly from email Check Mark Image
Bullet  Add Hidden Note from email (Technician Option) Check Mark Image
Bullet  Change Ticket Status from email (Technician Option) Check Mark Image
Bullet  Email Client with Update? Yes No (Technician Option) Check Mark Image
Bullet  Reassign Ticket directly from email (Technician Option) Check Mark Image
Bullet  Add Time Spent on Ticket (Technician Option) Check Mark Image
Email Notifications on Ticket Updates (Select Audience of Choice) Check Mark Image
Carbon Copy (CC) and/or Blind Carbon Copy (BCC) Check Mark Image
SMS Text Message Notifications Check Mark Image
Email to Ticket Conversion, including Attachments Check Mark Image
Configure Multiple Inbound Email Addresses Check Mark Image
Technician or Tech Group Email Notifications Check Mark Image
Customise Email and SMS Messages Check Mark Image
iCalendar Subscriptions Check Mark Image
View / Subscribe to a Group of Technicians iCalendars Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Help Desk Management


Web Help Desk
Basic and Advance Ticket Searches (with save option) Check Mark Image
Multi-Level Escalation Path Check Mark Image
Escalation Email Notifications Check Mark Image
Multiple Locations, Departments, Projects and Customer Support Check Mark Image
Operational Business Hours Support Check Mark Image
Multiple Time Zone Management Check Mark Image
Date and Time Format Configuration Check Mark Image
iCalendar Subscriptions Check Mark Image
View / Subscribe to a Group of Technicians Calendars Check Mark Image
Bulk Ticket Updates Check Mark Image
Report Writer - Metrics, Graphical, Performance, & Bottlenecks Check Mark Image
Export Reports to PDF, Print View, or TSV Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Account Management


Web Help Desk
LDAP and Active Directory Synchronisation Check Mark Image
Import Clients (CSV or TSV) Check Mark Image
Export Clients (TSV) Check Mark Image
Self-Registration Option Check Mark Image
Permissions based Technician Accounts Check Mark Image
Define Technician Groups Check Mark Image
Technician Availability Management Check Mark Image
Backup Technician Configuration Check Mark Image
Client / Customer Permission for "Submit on someone's behalf" Check Mark Image
Client Permission to View Ticket History Across a Territory Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Service Level Agreement


Web Help Desk
Service Level Agreement Management Check Mark Image
Custom Alerts as SLA Breach Approaches Check Mark Image
SLA Escalation Email Notifications and Color Alerts Check Mark Image
SLA Reminder Escalation Email Notifications Check Mark Image
Non-SLA Impacting Ticket Status Configuration Check Mark Image
Time Tracking throughout Ticket Life-cycle Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Knowledge Base Management (FAQs)


Web Help Desk
Self Service Guidance - Related FAQs & Tool Tips Check Mark Image
Customer-Only Articles and Technician-Only Visibility Check Mark Image
File Attachments and Rich Text w/ Hyperlinks Check Mark Image
One-Click Knowledge Base Article Creation Check Mark Image
Approval Management for KB Manager Check Mark Image
Anonymous Access to Knowledge Base Articles Check Mark Image
Nested Category Search Criteria Check Mark Image
Keyword Search Criteria Check Mark Image
Asset Make/Model Search Criteria Check Mark Image
Import FAQs (CSV or TSV) Check Mark Image
Point-and-Click Configuration Check Mark Image
 
 

Asset Management (ITIL - CMDB)


Web Help Desk
Centralised CMDB Repository   Check Mark Image
Apple Remote Desktop IconApple Remote Desktop Integration   Check Mark Image
Microsoft Windows IconWindows Remote Desktop Connection   Check Mark Image
OS X Screen Sharing App IconVNC URL Protocol Tool   Check Mark Image
LANrev IconAbsolute Manage Integration   Check Mark Image
Casper Suite IconJAMF Casper Suite Integration   Check Mark Image
Remote Control PCs and Macs   Check Mark Image
Detailed Asset Information - Hardware or Software   Check Mark Image
Manage Asset to Enduser(s) / Client(s) Associations   Check Mark Image
Parent / Child Asset Relationships   Check Mark Image
Software License Management   Check Mark Image
Associate Service Request Tickets with Specific Assets   Check Mark Image
Instantly View All Tickets for Given Asset   Check Mark Image
Clients Can Choose Troubled Asset from Client Portal   Check Mark Image
Unlimited User Defined Fields for Dynamic Forms   Check Mark Image
— Drop-down, Radio Knob, Checkbox, or Text Box Fields   Check Mark Image
— Required, Optional, Visible, Hidden - Client & Tech Options   Check Mark Image
Basic and Advance Asset Searches (with save option)   Check Mark Image
Customizable Asset "Statuses" i.e. Deployed, Storage, Retired   Check Mark Image
Warranty & Lease Expiration Management w/ Email Notifications   Check Mark Image
Service Contract Expiration Management w/ Email Notifications   Check Mark Image
Location & Room Asset Association   Check Mark Image
Vendor, Manufacturer, & Model Management   Check Mark Image
Full Audit Trail of Asset - Username & Date/Time   Check Mark Image
Asset Discovery Integration (see self-titled section below)   Check Mark Image
Import Assets (CSV or TSV)   Check Mark Image
Export Tickets (TSV or PDF, built-in PDF generator)   Check Mark Image
Import or Enter Purchase Orders to Associate Assets   Check Mark Image
Import Purchase Orders (CSV or TSV)   Check Mark Image
Point-and-Click Configuration   Check Mark Image
 
 

Approval Work Flow / Change Management


Web Help Desk
Seamless Change Request Submission   Check Mark Image
Unlimited Tiered Approval Steps   Check Mark Image
Automatically Assign Approver Based on Job Title, Department, and Location   Check Mark Image
Change Advisory Board (CAB) Voting   Check Mark Image
Approve / Vote via Web Interface or E-Mail   Check Mark Image
E-Mail Reminders Sent to Approver Staff   Check Mark Image
Hide or Show Reason for Denying Change   Check Mark Image
Approved Requests Automatically Convert to Service Ticket for Fulfillment   Check Mark Image
Administrator Approval Override Option   Check Mark Image
Change History   Check Mark Image
Point-and-Click Configuration   Check Mark Image
 
 

Task Management


Web Help Desk
Multi-Element, Event Based Task Work Flow Manager   Check Mark Image
Schedule Recurring Tasks   Check Mark Image
Schedule Tasks to Run at a Future Date   Check Mark Image
Share Tasks With Other Technicians   Check Mark Image
Seamlessly Integrate Approval Work Flow   Check Mark Image
Associate Specific Assets With Task Elements   Check Mark Image
Point-and-Click Configuration   Check Mark Image
 
 

Survey Management


Web Help Desk
Automatic Delivery of Survey Invitations   Check Mark Image
Manual Delivery of Surveys to Selected Audience   Check Mark Image
Create Multiple Different Survey Types   Check Mark Image
Survey Types Delivered Based on Enduser's Request Type   Check Mark Image
Unlimited User Defined Fields for Survey Questions:   Check Mark Image
— Drop-down, Radio Knob, Checkbox, or Text Box Fields   Check Mark Image
— Required or Optional Survey Questions   Check Mark Image
— Required or Optional "Additional Information" Text Boxes   Check Mark Image
Survey Invitations Delivered via Email and Client Portal   Check Mark Image
Customizable Email Invitation & "Thank You" Verbiage   Check Mark Image
Survey Auto-Delivery Frequency Configuration   Check Mark Image
Report Writer - Graphical and Text Based Survey Results   Check Mark Image
Point-and-Click Configuration   Check Mark Image
 
 

Billing & Parts Management


Web Help Desk
Add Time Spent on Ticket within Technician Interface   Check Mark Image
Add Time Spent on Ticket directly from Ticket Email   Check Mark Image
Select Billing Rate for Time within Technician Interface   Check Mark Image
Add Billing Rate for Time directly from Ticket Email   Check Mark Image
Service Time Block Management   Check Mark Image
Billing Entity Configuration   Check Mark Image
Billing Rate Management   Check Mark Image
Billing Terms Management   Check Mark Image
Tax Code Configuration   Check Mark Image
Inventory Parts in Storage Locations (Toner, Keyboard, etc.)   Check Mark Image
Add Service Parts & Parts Fees Deployed on Ticket   Check Mark Image
Parts Auto-Decrement from Parts Inventory when Deployed   Check Mark Image
Search Parts & Inventory from Ticket Details   Check Mark Image
Quote Generation in PDF   Check Mark Image
Enter Service Time by "Time" or "Points"   Check Mark Image
Import Parts & Inventory (CSV or TSV)   Check Mark Image
Point-and-Click Configuration   Check Mark Image

 

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