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Overview
Sitehelpdesk is a web-browser-based solution providing internal employees with request tracking and online self-help. Although some users note the interface lacks modern aesthetics, the software's unique design guarantees deployment within hours, and its comprehensive reporting offers real-time SLA oversight. Overall, Sitehelpdesk provides maximum functionality and rapid deployment for teams.
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Starting Price
Custom
Sitehelpdesk Specifications
- Live Chat
- Omnichannel Support
- CRM Integration
- Canned Responses
What Is Sitehelpdesk?
Sitehelpdesk is a feature-rich service desk system that is designed for internal support functions across various departments. It tackles the pain point of staff interruptions by providing a secure Intranet link where employees can log and track calls, utilize self-help FAQs, and submit satisfaction surveys 24/7. The software conforms to GDPR requirements and may be installed on-premise or hosted in the cloud, offering flexibility and control over your support infrastructure.
Sitehelpdesk Pricing
Sitehelpdesk uses a custom pricing model based on the number of support operator licenses required.
Sitehelpdesk Integrations
Sitehelpdesk integrates with its own suite of modules—EMLmonitor (Email to Ticket), SLAmonitor (SLA Tracking), and WMImonitor (Inventory)—and corporate systems like Microsoft SQL Server and Windows Authentication.
Who Is Sitehelpdesk For?
Sitehelpdesk software is ideal for a wide range of industries, departments and sectors, including:
- Small IT departments
- Facilities management
- Human resources
- Finance departments
- Local councils
- Education establishments
- Health services
Is Sitehelpdesk Right For You?
Sitehelpdesk is the leading web-based service desk for internal departmental support, proven across public services and education. The solution has been recognized by the National Computer Centre for customer service. Its core strength is managing SLAs with traffic light flags and consolidating requests from emails and web forms into a centralized ticket system. The solution can be installed on your own Microsoft server or hosted, ensuring maximum cost-effectiveness and flexibility.
Still doubtful if Sitehelpdesk software is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
Sitehelpdesk Features
Staff Self-Help Portal
This feature allows internal staff to log support calls directly from the Intranet using any web browser. The intuitive user portal offers a central knowledge base with FAQs and document links, allowing employees to track call status and close their own tickets.
SLA Traffic Light Prioritization
The platform renders call prioritization that automatically assigns SLA deadlines, displaying them with clear traffic light flags in the open call lists. The system includes escalation warnings based on pre-set response and fix times, ensuring the support team meets customer expectations consistently.
Operator Call Scripting
This feature allows support operators to utilize customizable call type scripting and forms to ensure all relevant information is collected for rapid entry. It assists staff in gathering data systematically and supports complex requests through call linking with group updates and closures.
EMLmonitor Module
The optional EMLmonitor module integrates with your email server to automatically convert incoming emails into tracked call tickets. It ensures all subsequent replies from end-users are recorded as events against the original ticket, keeping the communication thread complete and fully audited.
Pros And Cons of Sitehelpdesk
Pros
Self-service portal aids immediate ticket response
Rapid startup and easy to configure with minimal training
An incredible solution to record incidents
Cons
Interface can be improved to give a modern look as reported by some users
Support team may be unresponsive during peak hours
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Frequently Asked Questions
Does Sitehelpdesk offer an API?
No, Sitehelpdesk does not offer an API.
What other apps does Sitehelpdesk integrate with?
Sitehelpdesk integrates with its own suite of modules—EMLmonitor (Email to Ticket), SLAmonitor (SLA Tracking), and WMImonitor (Inventory)—and corporate systems like Microsoft SQL Server and Windows Authentication.
What level of support does Sitehelpdesk offer?
Sitehelpdesk offers support via FAQs, email and relevant documentation.
Does Sitehelpdesk have a mobile app?
No, Sitehelpdesk does not offer a dedicated mobile app.
What types of pricing plans does Sitehelpdesk offer?
Sitehelpdesk uses a custom pricing model based on the number of support operator licenses required. Get a detailed Sitehelpdesk cost breakdown tailored to your specific requirements.
Who are the typical users of Sitehelpdesk?
Sitehelpdesk features are used by internal support departments, including small IT teams, facilities management, HR, and finance, across sectors like education and health services.
What language does Sitehelpdesk support?
Sitehelpdesk software primarily supports English.