H2desk is part of Innovative Cyber Solutions, which is a leading supplier of help desk solutions. H2desk is made to help companies create tickets via email or the Web, manage user accounts, and be customized to fit a company’s particular needs.

H2desk Software Key Features:

• Help Desk Support Reports: includes customer feedback, customer staff ratings, ticket history and post frequency, ticket submission rates and the help desk response time.

• Knowledge base and Troubleshooter: populates the help desk software knowledge base with frequently asked questions, automatically displays solutions from the knowledge base before the tickets are submitted, common files can be uploaded to a shared file library, pop-ups notifies help desk staff of incoming help desk requests and troubleshooters can help customers by going through a step-by-step process to find a solution.

• Customization and Control: companies can choose from h2desk help desk themes to match their websites, companies select help desk software modules and can add their own modules to a client portal and companies are in full control over the look and feel of the help desk software.

• H2desk Help Desk Tickets: allows companies to import emails to IT help desk system from POP3 and IMAP, users can designate help desk tickets to specific departments, help desk tickets can also be flagged to be assigned to a specific person and help desk support requests can be syndicated with RSS feeds.

• Permissions and Access Control:  companies can limit access to help desk support staff to specific departments, helps to regulate guest access to help desk software and includes optional CAPTCHA module that requires human validation before a help desk ticket can be submitted.

• Help Desk Client Portal: includes self service features to reduce the workload of a company’s IT staff, provides a powerful live search feature to help customers find the information they needs, client portal can be customized and the help desk client portal creates knowledge base, troubleshooter, tutorials and more.

• Help Desk Staff Dashboard: helps improve communication between help desk support staff by allowing staff to communicate through private messages, helps staff find and track tickets, defines and saves custom ticket searches, canned responses and automated responses and provides integrated calendar notifications.

• Customizable Support Sidebar: companies can customize a support sidebar o be placed on different websites with similar content. Sidebar uses JavaScript API functions so it can be set to open on any page.

H2desk select customers:
AlterPoint, Verna Web Applications, Princeton Solutions Group, CollectiveMed.com, CivicPlus, Southern Virginia University, Hydra Biosiences