HESK

HESK is a fast, secure, and free user-friendly help desk software. It is used to organize, to receive and to track and resolve issues logged by customers. It supports the creation of a knowledge database to decrease the number of support requests, by giving access to end customers.

It supports a unique location to handle all ITSM solutions for IT support. It allows for all IT tasks to be managed from a single point of access with a powerful ticket management tool and automation options. Tickets can be prioritized and organized into categories. There are filtering options to search for tickets. It is possible to add notes, to attach files. Security is maintained with staff accounts and access restrictions functionalities.

It is possible to see who is working on each ticket, and to track the time they spend working on the tickets. The following functionalities can be further added to the solution if integrating with SysAid.

Other functionalities related to ticket management include the option of using canned responses to common issues, the use of ticket templates for logging issues, the possibility of adding custom fields and custom statuses for better adaptability to the company’s business needs.

It includes Asset Management functionalities to track hardware, software, and mobile assets. As for Analytics, it is possible to use seeded reports and views, and also to create custom reports.

You can opt for cloud options, to store information on the cloud with different monthly plans, which can be cancelled at any time. This includes free daily backups for all help desk accounts to off-site backup servers.