HESK offers PHP-based help desk software that runs with MySQL database that lets you receive, track and organize customer support issues (tickets) by department and by urgency.
HESK also offers a fully functional remote help desk solution that HESK will host for you giving you a no hassle option instead of installing the help desk on your own server. The free version comes with branding but this can be removed with an upgrade to the paid version.
HESK although not packed full of features is very simple to use, fast, lightweight, secure, and user friendly and the free option is definitely worth a look.
HESK Features Include:
- Self hosted or remotely hosted versions available.
- Submit, track, and assign tickets.
- Custom fields and help desk settings.
- Asset management.
- End-user portal.
- Remote control.
- Mobile device management.
- ITIL: change and problem management, CMDB.
- Mobile application.
- Live chat.
- Calendar and scheduling.
- Customer interface:
- Submit new tickets (web form or email piping/POP3 fetching).
- Attach files.
- Obtain detailed information from customers with custom fields.
- SPAM prevention.
- Suggest related knowledgebase articles before final ticket submission.
- View and rate staff replies.
- Email notifications of staff replies.
- Browse and search knowledgebase.
- Unlimited knowledgebase articles.
- Unlimited categories and subcategories.
- Quick and easy search capabilities.
- Post attachments to articles.
- Count article views.
- List newest and most popular articles.
- Rate articles.
- Administrator/staff interface:
- Unlimited administrators and staff accounts.
- Restricted access to some functionalities for certain staff.
- Powerful ticket search ability.
- Assign tickets to staff.
- Manage knowledgebase categories and articles.
- Manage staff accounts.
- Canned responses (pre-written replies).
- Customize help desk settings.
- Track time worked on a ticket.
- Modify your profiles and signatures.
- Autoclose tickets after X days.
- Run reports.
- Email notifications of new tickets and replies.
- Customers can easily rate staff replies.
- Easy translation into any language.
- Remotely hosted version benefits:
- No software to install; everything is remotely hosted.
- Unlimited administrator and staff accounts.
- Unlimited support tickets.
- Unlimited ticket categories.
- Unlimited knowledgebase categories.
- Unlimited bandwidth.
- 1,024 MB file upload space.
- Always up-to-date HESK version.
- Hosted on a fast and reliable server.
- Access to all HESK features without any restrictions.
- Free yourcompany.hesk.com subdomain.
- Free daily backups.
- Instant setup, no setup fees.
- Month-to-month contract.
- 14-day money-back guarantee!.
- Online demo.
- User knowledge center.
- Online user forum.
- Email customer support.
Price: free/$39.95 (hosted version available $19.95 per month)
Requirements: online, PHP, MySQL
Company: Klemen Stirn
Category: ecommerce tools & software – Help Desk Software