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Web Help Desk
Description de Web Help Desk
Doté d'une interface web intuitive et un portail de centre de service, le logiciel Web helpdesk offre simplicité et automatisation en vue de rationaliser les services de cas d'assistance et la gestion des ressources informatiques. Bénéficiez d'une base de connaissances intégrée ainsi que de fonctionnalités de contrôle des modifications informatiques, d'alertes SLA, de reporting de performance, d'enquêtes auprès des clients, etc.
Qui utilise Web Help Desk ?
Administrateurs informatiques, techniciens de centre d'assistance, techniciens de centre de service, support technique.
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Web Help Desk
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Avis sur Web Help Desk
Assistance informatique
Avantages :
Je gagne du temps en faisant remonter les disfonctionnements du logiciel
Inconvénients :
Je n’ai rien à faire remonter comme inconvénients, je suis simple utilisateur
Make your end user support structured
Avantages :
I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.
Inconvénients :
As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.
A software that gives the luxurious touch of commitment to clients. It shows concern.
Commentaires : Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.
Avantages :
Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.
Inconvénients :
This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.
Our experience with WHD has been ok to underwhelming
Commentaires : It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.
Avantages :
It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome.
Inconvénients :
The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution.
Réponse de l'équipe de SolarWinds
il y a 7 ans
We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.
Easy gor deployment and usage
Commentaires : We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately
Avantages :
Very easy to use and good managed system for daily tasks and solve th probelms of customers
Inconvénients :
Its so easy yo use and deploy and i havnt found any missing to write it here
