Helpdesk Applications

Help desk is vital to the success of the support functions in any organization. Tracking and responding to help desk calls is faster and more efficient when using well designed help desk software. Without the right software, your help desk can be a liability. Whether you provide internal support services, IT Service Management or web-based online customer service and support, EmphoSys can design and develop Helpdesk software for you to support more than just your staff. We have many services that link into our Helpdesk that ensure the optimum service is given to you. Our report back facilities give you up to date information, when you want it. Whether you're a multinational corporation or a sole operator, our software will consolidate your support requests, improve efficiency and reduce costs, enabling you to leverage your support function for long-term business success.

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We manage the complete lifecycle of every ticket that is raised through helpdesk

Modules

It consist 4+ modules that greatly help the admin and users in maintaining clients records, history, and other day to day support ticket information...

User & Registration System

Users can register for an account using the quick and easy register page. Captcha enabled registration page to prevent bots from spamming your site (can be disabled in Admin Panel). Can use native captcha or Google reCaptcha. Users can also register accounts using their Social Network accounts, making it even quicker to sign up to your site! Login System comes with a Forgotten Password page, to allow users to reset their password via email. Prevents spam by making sure the email address is unique and valid. Passwords are encrypted using PHPass library to make sure your data is safe! Can disable registration from Admin Panel, as well as Social Login option. Create Custom Fields to collect extra information about your users.

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Ticket System

Users can create tickets either by registering an account or creating as guests. Guest Ticket creation can be turned off in Admin Panel. Create categories and sub-categories (1 level) to help organised your tickets better. Assign staff to particular categories so they only see tickets created in those areas. Get notifications of newly created tickets with the notification system (includes email alerts). Tickets can be rated by users; you can view rated tickets in the Reports section. Easily search tickets on the system using our ajax implemented search system. Each ticket can have a staff member assigned to it. Your Tickets section shows all tickets that have been created in categories you are added to. Your Assigned Tickets section shows all tickets you have been assigned to. Create Custom Fields for tickets to collect extra information. Have custom fields appear for only certain categories. Admin Notes allow staff to put notes on tickets that the client cannot see. Canned Responses allow you to quickly respond to tickets. Merge Ticket Options Track time it takes for a ticket to be marked as closed. Create Custom Statuses for tickets Public marked tickets allow user to view a tickets that are not there’s

Admin Panel

Four different admin layouts: Basic, Titan, Dark Fire, Light Blue. Custom Fields system allows you to add extra fields to registration form. Able to disable registration Able to disable Captcha Option to add Google reCaptcha Change site name, logo and other settings. Able to disable social network login Manage Members allows you to edit, delete and view Member information, such as their IP address, email and when they last logged in. User Roles allow you to create specific permissions for your users. Roles include Admin, Ticket Manager, Ticket Worker, Knowledge Manager and Client. User Groups allow you to sort and categorize members easily. Apply User Groups to Ticket Categories to restrict who can view tickets. Admin Announcements allows you to create announcements in the client area. Email Templates make translating emails much more easier by using our Email Templates option. Email Members area allows you to send emails to all of your registered emails. Select by User Group, Username or All Users. IP Blocking system allows you to block certain IPs from registering accounts and from logging in. Setup Payment Plans, Payment Settings and view Payment Logs for new Micro- Transaction feature. Ticket Settings allow you to customize how your ticket system is handled. Email Piping support for clients (reply to tickets via email + create tickets). Supports iMAP.

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Client View

Client View is the default page client logged in users and logged out users see. Allows them to view all their tickets they have created and made. Can view the Knowledge Base and categories. Users can purchase plans that add Premium time to their account. Users can change their user settings, including avatar, name, email and password. Allow users to switch between a language of their choice using our unique Language Switcher.

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Types of help desk software

Help desks can be classified into different types based on deployment method, size of target audience, and source code availability, as listed below:

Cloud

  • SaaS help desk
  • Hosted on vendor's server
  • Scalable in size
  • Recurring subscription costs

On-premises

  • Hosted on local server
  • Requires in-house IT team
  • One-time license fee
  • Recurring cost for services

Enterprise

  • Feature-rich
  • Highly customizable
  • More than basic help desk
  • Part of a bigger service desk

Open-source

  • Source code is accessible
  • Might be free
  • Very flexible
  • Low vendor dependency

Let's support faster, easier, and together

key features of help desk software

Incident and service request management

Manage the life cycle of incidents or service requests raised by end users.

Problem and change management

Manage the life cycle of a problem or change from creation to closure.

Self-service portal

Allow users to resolve common issues on their own and reduce the help desk technician's workload.

Service level agreement (SLA) management

Manage the quality and timeliness of services provided to end users.

Asset management

Manage an organization's hardware and software assets.

Other features

Some help desk management software may also include other modules for project management, contracts, purchase management, etc.

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Do you have a software development project to implement.

We have people to work on it. We will be glad to answer all your questions as well as estimate any project of yours.