bigWebApps HelpDesk—Features and Functions
bigWebApps HelpDesk is a turnkey, on-demand help desk solution for your organization that is easy to get along with. If you need a feature, chances are we’ve got it. Our HelpDesk solution is loved by more than 400 organizations, representing more than 100,000 delighted users, in nine countries and 43 states. We are continually working to meet the needs of our customers to ensure spot-on delivery of the latest help desk software-as-a-service.
Whether you need a customer service or IT support help desk solution, bigWebApps HelpDesk is a scalable, Web-based application, so there is no software to buy, install or maintain. The easy-to-use online interface means no more unchecked voicemails, no lost Post-it notes and no miscommunications resulting from undocumented IT conversations.
bigWebApps HelpDesk puts a friendly face on the combination of customer service support software, asset management tracking software and inventory management software. And makes it all available online!
How does you current help desk solution stack up?
bigWebApps HelpDesk is personable and easy to customize, and we’re always looking for new ways to make our solution shine.
Whether you’re looking for an on-demand help desk for the first time or looking to upgrade, we’d love to chat. Installation is easy, taking less than 90 minutes. We help you get set up, then let the system do the work. For the first time, Love Your Help Desk!
 |
 |
 |
Help Desk Requests
Email Parser—Reply to help desk tickets from your email |
 |
|
|
Email Notifications—Stay up-to-date with customizable email alerts when a new help desk trouble ticket is routed to the technician |
|
 |
|
Unassigned Ticket Queues—Setup multiple queues from the administrator to receive tickets |
|
|
|
Paper Free—Ensure fewer errors, more accountability and save trees |
|
|
Routing and Prioritization
Class Routing—Define the type of tickets routed to designated technicians based on the class-type selected |
|
|
|
Technician CheckIN/CheckOUT—Tracks technician help desk availability to re-route tickets to the next available technician |
|
|
|
Levels and Escalation—Create multiple support tiers for ticket escalation based on complexity, urgency or predictable priorities |
|
|
|
Priorities and Service Level Agreements (SLAs)—Forecast completion dates better and manage high- and low-priority tasks |
|
|
|
Grouping—Group tickets based on complexity, urgency or the predictable priorities of the issue. |
|
|
|
Ticket Specificity—Route tickets to locations or technicians based on their location or expertise. |
|
|
Tracking and Reporting
Progress Reports—Track the progress of each ticket by customers, staff, administrators and executives |
|
|
|
Category Reports—Spot trends and make informed decisions behind tickets |
|
|
|
Asset Management—Allow technicians to create, track, store files and ticket data with our facility and small business asset management software-as-a-service |
|
|
|
Parts and Service Tracking—Create a list of parts to be ordered for each ticket and assign an administrator to receive parts request |
|
|
|
Asset Management—Allow technicians to create, track, store files and ticket data with our facility and small business asset management software-as-a-service |
|
|
|
Time and Labor Tracking—Define time, labor and billing rates to each ticket |
|
|
|
Account Management—Set up accounts within bigWebApps HelpDesk for tracking and servicing different organizations, companies, departments, categories or distinct customers. |
|
|
ResolutionResolutions and Confirmations—Create a communication link between the customer and technician to allow the customer to confirm the resolved ticket and performed work |
|
|
|
Resolution Reporting—Identify and assign the type of work performed on a resolved or unresolved ticket |
|
|
The Value-Add
Remote Assistance—Integrate desktop view/control functionality and live chatting into the help desk ticket |
|
|
|
Custom Fields—Setup any additional information fields not included in the standard help desk setup |
|
|
|
Scheduled Preventative Maintenance—Schedule maintenance tasks such as tape backups and air filter changes with our preventative maintenance software-as-a-service |
|
|