User Friendly Help Desk Software

iHelpDesk is a cloud-based help desk service that allows organizations to keep track of issues, reduce manual effort in resolving problems and improve service quality.

It just takes a few minutes to set up an account. Intuitive help desk interface is easy to learn and use.

You do not need to install anything if you use the cloud based iHelpdesk service. However, if you prefer installing iHelpdesk server on your own machine, click here.



Key Features

hosted help desk     
Prioritize, categorize and manage requests and problems effectively with web-based interface.
Powerful rule engine and email parser for automating business processes.
Ticket templates and canned responses for improving agent efficiency.
Custom views of tickets based on search criteria.
Supports multiple assignees for a ticket.
Full-text search.
Single sign-on support.
Time tracking.
REST API.
Role based access control for agents.
Full email integration. Email can be converted to tickets.
Multiple mailboxes with your own domain name.
Extensive report capabilities for system data monitoring and identifying trends.
Schedule Service Level Agreement (SLA) to ensure meeting targets and take actions when violation occurs.

Benefits

Improve customer service perception and satisfaction.
Increase accessibility through a single point of contact, communication, and information.
Increase productivity of support staff by automating processes, policies, and tasks.
Reduce IT support costs.

Request & Problem Management

 Prioritize, categorize and manage requests and problems effectively with web-based interface.
 Powerful rule engine for automating business processes.
 Ticket templates and canned responses for improving agent efficiency.
 Supports multi-tenancy, which allows one account to manage multiple accounts.
 Custom views of tickets based on search criteria.
 Supports multiple assignees for a ticket.
 One user can belong to multiple organizations.
 Full-text search.
 Single sign-on support.
 Time tracking.
 Templates and canned responses for improving productivity.
 Role based access control for agents.
 Schedule Service Level Agreement (SLA) to ensure meeting targets and take actions when violation occurs.

Effective Email Management

 Full email integration. Email can be converted to tickets.
 Multiple mailboxes with your own domain name.
 Powerful email parser and rule engine for automating business processes.

Self-Service Portal

Web-based portal for end users to create/view/modify tickets,  
as well as access knowledge base.

Reports

 Extensive report capabilities for system data  
monitoring and identifying trends.
 Time tracking reports help manager better understand  
where agents spend most of their time.

FAQ Knowledge Base

 Facilitates quick resolution of problems and saves time.  
 Agent only visibility for internal knowledge bases   
or visible to end user as well.  
 Both agents and users can create and search FAQ documents.