bigWebDesk
Help Desk Software Review
Review: bigWebDesk is a fully web-based service request/helpdesk and asset management software solution. Transition into bigWebDesk is made simple by the highly customizable ticket fields and routing options. The checks and balances in bigWebDesk ensure accountability and higher team productivity by creating order from the current chaos. bigWebDesk streamlines communication between your end users and their service providers by eliminating unthreaded emails, phone calls, and faxes. With an official place to enter and manage all work requests, users will become more self sufficient requiring less assistance from a helpdesk operator. Once implemented, users will gain confidence that their work requests will not be lost minimizing the need for redundant requests. bigWebDesk will also provide your organization with ticket costs anaylsis, real-time knowledgebase, scheduled and preventive maintenance, easy to use reports, and a robust asset management system.
bigWebDesk is an ASP solution. This means your organization will not have to install any servers, software, or service packs to begin using bigWebDesk. Everything can be done using a simple web browser.
Class Routing and Reporting is the backbone behind the advanced routing of service requests. System administrators can create classes in bigWebDesk. Each class is considered a support pool. For example you can have a class for electrical repair, plumbing, PC Computers, and Macintosh. Each of these classes can have a different pool of service reps service these work orders.
bigWebDesk is included with knowledgebase functionality out of the box. Each time a service request is closed the service rep can be prompted to create a knowledgebase article to describe the repair procedure. These articles are fully keyword indexed to make retrieval easy. These articles can be edited by the creator or any system administrator. Other users can append comments to the knowledgebase article. Emails can be sent to the article creator and logged into the system.
bigWebDesk gives you the ability to reply to a ticket from your current mail software. When the reply is sent, bigWebDesk will receive the email, parse/read the email, append the reply to the ticket log, and send out any new email notices.
