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FREE Help Desk Software for Windows, Linux or Cloud. Ticket Management.
Sys. Aid’s ticket management capabilities support and help manage IT help desk processes from first contact to resolution or fulfilment. Incident Management. Sys. Aid’s incident management capabilities will help you to log, process, manage, and report on the issues that adversely affect your end users, and IT and business services. Email to Ticket. Incidents can be submitted via email to one or more dedicated email addresses. Inbound email accounts are monitored by Sys. Aid, and the new messages are automatically converted into tickets (including the attachments). Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section.
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Automation. Automate your help desk processes such that every incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within your IT organization. This includes: automatic routing rules, automatic escalation rules, automatic due dates, and automatic prioritization. Automatic Escalation Rules. Sys. Aid provides a powerful, native, automated escalation and notification mechanism that allows you to set up rules related to tickets (and the associated records) according to a number of criteria. For example, you may wish to escalate a new ticket if it hasn’t been classified and assigned within one hour of receipt, by changing its priority and notifying the relevant manager. Automatic Routing Rules.
Sys. Aid allows you to automatically assign tickets, and the associated records, to the most appropriate support people (or resolution groups) based upon the incident or service request record’s properties, such as classification/category, SLA, organization, and user group. Customizable Survey. Collect customer feedback from end users, to measure end- user satisfaction, by automatically sending customized survey questions on incident or service request closure. The surveys can be in a single or multiple question format, and you can easily produce valuable user- satisfaction reports from the results.
Remote Control Directly from the Ticket. Sys. Aid’s built- in remote control capabilities allow admins to offer remote assistance to end users – by connecting to their active sessions or remotely accessing unattended computers. Remote control is fully integrated throughout Sys. Aid and is available from within: incident and service request records, asset records, and chat sessions. Reports. Generate reports on your help desk/service desk activity and performance, service quality, problem or change management activities, hardware and software inventory, tasks, and projects. You can also configure the reports to present data in your preferred style.
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Self- Service Portal (End- User Portal). The Sys. Aid Self- Service Portal lets end users submit incidents and request services, view IT announcements, chat with IT support people, consult the Knowledge Base for self- help, reset domain passwords or unlock accounts, and more. F1. 1 Hotkey for Submitting Service Records. End users can easily and swiftly submit tickets by pressing the customizable Sys. Aid Hotkey (F1. 1).
This command captures a screenshot and opens their web browser directly to the ticket submission form, with both user and asset information automatically recorded. Knowledge Base. Sys. Aid Knowledge Base is a repository of tips and how- to solutions for both admins and end users. Admins can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end- user self- help.
The Knowledge Base is integrated within Sys. Aid Help Desk so admins can easily find helpful articles from within a ticket or proactively suggest articles to users at first contact. Dynamic Timers and Operating Hours.
With this feature, you can configure timers to measure the time your tickets spend in various states. Then, SLAs and escalation rules can be set up or modified based on your real- world performance rather than possibly inappropriate industry standards. Example best- practice, built- in timers included within Sys. Aid are: Time to Respond and Time to Resolve.
Dynamic Forms (Category- Driven Templates). Sys. Aid allows you to create different forms to match your different types of incidents or service requests. You can associate each incident or service category with a matching form, which is loaded automatically during ticket submission. Admins and end users can also select the desired form from a list. Customizable Lists (views, filters, columns). All Sys. Aid lists (such as service records, users, assets, etc.) are customizable, with each customized list saveable as a separate view so that you can easily retrieve and view your data in multiple ways.
For each view you can: decide which fields (columns) are visible in the list; control their order; define and use filters; and sort the list by any column. Live Chat. Sys. Aid Live Chat provides administrators and end users with a real- time chat communication channel to quickly address issues or help requests as they arise. Calendar. Stay organized with a calendar that's completely integrated with every other Sys. Aid capability. Mobile Apps. Manage your help desk/service desk and other ITSM activities, and view asset information, on- the- go with Sys.