Projects / Web Help Desk

Web Help Desk

The Web Help Desk is customizable cross-platform help desk software. It includes an iPhone app, email-to-ticket conversion, LDAP and Active Directory integration, trouble ticket email notifications, support for billable hours, a self-service knowledge base, asset management components, and much more. It has permissions-based access, including a customer service Web portal, help desk technicians, and help desk administrators.

Operating Systems

Last announcement

23 Apr 2012 19:15

Recent releases

  •  23 Apr 2012 19:13

    Release Notes: This release adds a number of feature updates and fixes.

    •  13 Jan 2010 18:01

      Release Notes: This release adds a Debian GNU/Linux package. It adds tech permission to approve FAQs. It includes an x-forwarded-for header when determining the IP address of the requesting machine. The machine name can now be used as an asset number when syncing with SCCM/SMS Discovery Connections. Unicode support for PDFs is now enabled by default. A number of minor bugs have been fixed.

      •  20 Oct 2009 17:57

        Release Notes: Billing TSV reports now include travel time and cost. A bug where the Recipients section of email was sometimes not showing according to setup options has been fixed. A bug causing custom fields values to not appear in Excel downloads has been fixed. An issue causing bar and pie charts to not appear in PDFs has been fixed. A bug preventing scheduled reports from being sent if they were assigned to clients but no techs has been fixed.

        •  03 Sep 2009 19:06

          Release Notes: This release adds an iPhone Web app, a New Technician Interface, support for concurrent licensing, out-of-the-box integration with MS SCCM and SMS, support for Exchange Server e-mail (requires Exchange Server 2007 or later with Exchange Web Services enabled), support for SQLite within Apple Remote Desktop 3.3, and many other enhancements. Internet Explorer 6 is no longer supported as of this version. Internet Explorer 7 and 8 are supported, as are modern standards-compliant browsers including Firefox, Safari, and Google Chrome.

          •  16 Apr 2009 21:21

            Release Notes: Custom email greetings were added for approval and denial messages. An option to send scheduled survey reminder email to the client was added. An option was added to specify one or more recipient email addresses to be notified when a survey is complete. A Tech Group Level option was added to email the group manager when tickets are escalated from the level. A public/private toggle was added for ticket attachments to make attachments hidden from clients. The IP Address column in Asset was widened to 40 characters to handle IPv6 addresses.


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