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

Web Help Desk Software Named Winner of eSchool Media 2012 Readers’ Choice Award 23 Apr 2012 19:15

Leading help desk software solution by Web Help Desk honored by eSchool Media Readers for a 2012 Readers’ Choice Award FREMONT, CA – Web Help Desk, a leading provider of practical and flexible help desk software, announced it has been awarded an eSchool Media 2012 Readers’ Choice Award for its comprehensive ITSM help desk solution. This award recognizes the ed-tech products and services proven to be effective as voted by nearly 1,400 eSchool Media readers in schools and colleges nationwide. Last fall, eSchool Media asked its readers in schools and colleges across the nation to provide their favorite and most useful technical solutions. Readers were asked how those solutions improved teaching, learning, or school administration, and to what effect. The 50 best responses were chosen, and the resulting list is available at The eSchool Media Readers’ Choice Award for Web Help Desk proclaims “users say it has saved them time and improved their IT efficiency.” “The two major things that Web Help Desk has improved for us are communication and organization,” said Ben Bollard, technology systems manager for Iowa’s Pella Community School District. “We implemented this tool at the beginning of the 2010-11 school year as a way to organize and track all of our technology requests. Before we implemented the [software], a staff member would call or email [the technology team] and hope they got to the request. Many times, email would get buried in an inbox and go unnoticed. This created an atmosphere where students and staff felt like their technology issues were not important.” Bollard said Web Help Desk “now provides immediate feedback…to let [users] know that their issue is on our radar. This system also provides us with ways to assign the issues to appropriate personnel, as well as prioritize them to get the most important issues addressed first.” He said the software has been so successful that “the maintenance department has started using the same application” to track and communicate its work around the district as well. “Web Help Desk continues to be the recognized leader in easy to use help desk software while providing world-class functionality. Web Help Desk is a great choice for budget conscious customers because of its low cost of ownership,” said Terry Siddall, Vice President at Web Help Desk. “This award validates our commitment to providing the best of breed help desk solution to our education clients worldwide.” About Web Help Desk The Web Help Desk software suite is the leading cross-platform service desk management solution for ITSM professionals who seek to simplify and automate their increasingly complex service environments. The extensive feature set of Web Help Desk addresses critical IT service areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, LDAP / AD Integration, and Change Management.

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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