Web Help Desk Review - why 4.2 stars?

Shlomi Lavi / updated: Feb 18, 2022

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What is Web Help Desk?

Web Help Desk is a web based customer support and help desk solution for your business. The software was designed and released by MacsDesign Studio, LLC, headquartered in California, United States. It tracks and manages support requests and support mechanism for business enterprises.

Who is it best for?

The software is suitable for small and medium business, although its features are also useful for some aspects of big businesses. Industries in which the software has found common use are education, finance, legal, media, software and others.

License and annual maintenance fees of the software increase progressively which means that small business have to pay less compared to the large enterprises. The software was launched in July 2013 and since then it has been used by hundreds of small businesses as well as large organizations.

Some major clients of Web Help Desk include Los Alamos National Laboratory, University of California, United States Institute of Peace, Sony, and Great Clips etc.

Main features and functionalities

Web Help Desk offers a variety of financial and management features, although the main focus of the product remains to be customer support and help desk solutions. Important customer support features that you can benefit from include customer survey, email integration, knowledge base, reporting, workflows, scheduling etc.

Management features of Web Help Desk are asset management, incident and problem management, request management, and change management. You also have the facilities of active directory synchronization and remote control access.

Web Help Desk offers support for over a dozen major languages which makes it a very suitable solution for big businesses and international users. Additionally, software provides API support and integrates with various legacy systems.

What is the actual cost?

The cost of license starts at $376 per license. ITQlick pricing score is 4.2 out of 10 (10 is most expensive). Access ITQlick pricing guide for Web Help Desk.

Pros

• The software provides integration with various legacy systems and also offers API support.
• With support for over a dozen major languages, the software is considerably more powerful than single-language solutions.
• Efficient customer support is augmented with various useful management features.
• Remote control access allows you to access and manage the system from a distant location.
• Web Help Desk offers the customization of templates and fields.

Cons

• There is no integration for CRM systems on Web Help Desk.
• The software does not offer the important feature of self service portal.
• No support for multi-location is available on the software. There is also no support for mobile integration.
• Management features of Web Help Desk do not include contract management and inventory management.
• Customer support of Web Help Desk does not provide the facility of automated password reset.

How it stacks up?

Access a head to head analysis of Web Help Desk vs alternative software solutions.

Frequently Asked Questions (FAQs)