I second Rudolf's post.
We went to the Expinion Help Desk a little over a year ago and it has been great. With several thousand customers using the system, we have encountered no problems or bug ... Read More
ASP Web Based Help Desk Software by Expinion.net - Only $249
Extensive web based customer support and knowledge base system, written in classic asp, with open source code included!
Fast and efficient answers for your site visitors, employees or clients. If they don't find their answer in the previous issues (trouble tickets or KB articles) you've activated, visitors can quickly submit a new question from any online browser.
Customer support representatives receive email notification (on their PDA if desired) or they can simply login from any online browser to work on issues (trouble tickets) in their category of expertise. Customer service reps can be mobile and still empowered with all the tools they need to provide excellent customer support.
Affordable software for businesses or sites that receive lots of questions (issues or tickets), or if more than one agent responds to support issues.
Purchase a help desk license once for the low cost of $249, and that's it!
(This is not cheap software! Help Desk 6 is an inexpensive customer support system.)
Benefits of our Web Based Help Desk Software
A polished image, for your company - information for your visitors.
Improved efficiency and information sharing, for your customer service representatives.
Saves time & money; good customer support can even increase sales!
Easily generate helpdesk trouble tickets from emails (with POP3 Add-on) or online forms.
Completely web based help desk software, so you don't need anything other than a browser to administer
your knowledge base or tickets.
The solution of choice for our help desk software customers around the globe.
Easy language translation. (English, Spanish, German, Dutch, Italian, French included.)
Highlights of Expinion.net Web Based Help Desk and Knowledge Base Software, written in asp.
Solutions are suggested before the public may submit a trouble ticket. (May also be disabled.)
Files can be uploaded and attached to trouble tickets or KB articles (issues) by Help Desk users or agents.
Supports ASPemails, CDONTS, JMail, Dundas, CDONTS, CDOSYS, etc.
Unlimited number of customer support representatives and issues.
Electronic version of admin guide and user's guide included.
Full open source code included.
Rebrandable! (You can remove the Expinion logo from the footer.)
No DLLs or Active X to install.
Convert POP3 emails into help desk tickets with Addon.
Developed in ASP.
Administrator & Technician Features in Expinion's Web Based Help Desk Software.
Security & Privacy
Admin login requires username & password.
Set customer service technician's access rights, in detail. Agent only memo for each ticket.
Issues can be in KB, or not!
Viewing preferences can be set per technician.
IT Technicians Functions (Representatives / Agents)
Prioritize tickets (5 levels)
View trouble ticket summary
View automatic ticket history
Change status of tickets any time
View customer's system configuration
Automatic URL & email recognition
Look-up & copy previous solution
Add or look-up & copy draft reply
Enable secondary email address
(Cell, Pager, PDF capable)
Mark KB article as Important
Modify issue listing columns shown
Write draft responses for tickets
(Can be reapplied to new issues.)
Include custom signatures, etc.
Tools for any level agent
Sort & search issues
Paging for fast navigation
Built-in To-Do Manager
Built-in Address Book
Tools for Administrators
Add 5 optional text fields to trouble ticket submit forms
Add custom fields of 'other' types.
Customize security levels per technician, per task
Add/Edit/Disable/Delete category announcements
View category overview report
View user overview report
View technician (agent) overview report
View detailed technician activity logs
Send internal 'customer-service' emails
Send mass emails to all clients
Set 'related' issues (further organization)
View help desk statistics
View / sort client issues report
(Who is submitting the most issues?)
View /sort client comments report
(What do your visitors have to say?)
View average reply times
(Which agents are most efficient?)
Customize autogenerated outgoing emails
Assign to-do's to other technicians
Set number of open issues per technician
Enable/disable activity logs per technician
Check for recent Help Desk version update
Suggest features for the next HelpDesk release
Client / Visitor Features of Expinion Web Based HelpDesk Software
Easy to use
No need to register
Paging for easy navigation
Intuitive user interface
Find answers & offer opinions
View/search/sort categorized FAQs
Launch convenient Browser Toolbar
View related KB Articles list
View category announcements
Bookmark favorite issues
Quickly view most important issues
Vote on quality of issue resolution
Leave comment on each KB article
Email selected KB article to a friend
Print KB Articles
Ask questions or submit help desk trouble tickets
Convenient Suggested Solutions list after
submitting new question title (Saves time)
Submit new tickets(s)
Update your unresolved tickets
View personally submitted tickets list
View personally submitted ticket details -
private or public (except internal memo)
Reopen a previous ticket
Request a list of all usernames and passwords
used with your email address
Check status of your tickets
Automatic email when ticket resolved
Receive email when ticket submitted for you
(Includes assigned username and password.)