Name: WonderDesk
Price: 499 USD
Author: Web Wonderland

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Interactive Application Security Testing (IAST)

Product Lifecycle Management (PLM)

Service Mesh

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Operational Analytics

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Application Performance Management (APM)

Archiving

Build Automation

Cloud Storage

Composable Infrastructure

Data Integration

Data Privacy Management

Database Performance Monitoring

Email Verification

Ethernet Switches

Fraud Detection

Governance, Risk & Compliance

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Network Diagnostics

Network Performance Monitoring

Network Simulation

SQL Server Performance Monitoring

Storage Management

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Computer-Assisted Translation

Content Management

Creative Collaboration

Email Marketing

Marketing Automation

Product Sampling

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

API Security

Security

Construction Management

ID Card

Laboratory Information Management

Last Mile Delivery

Municipal

Nonprofit CRM

Roofing

Vertical-Specific

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WonderDesk Help Desk Software is a web-based solution designed to enhance communication between companies and their customers, improve customer satisfaction, and streamline support processes. According to the vendor, WonderDesk is suitable for businesses of all sizes, from small enterprises to large corporations, and is utilized by professionals in various industries, including IT support, customer service, technical support, software development, and e-commerce.

## Key Features

**Web-based Solution**: WonderDesk is a fully automated web-based help desk software solution that can be easily installed on a web server. According to the vendor, it requires no software installation for customers or technicians and can be accessed via web browsers, allowing users to work from anywhere.

**Enhanced Communication**: According to the vendor, WonderDesk enhances communication between the company and its customers by sending email notifications at each step of the support request. Customers can log in to check the status or update their support request and can work directly with the assigned technician.

**Flexible Deployment**: WonderDesk can be installed on various web servers, including Linux, Unix, NT, 2000, 2003, and XP Pro. According to the vendor, it supports multiple databases such as flat file, MySQL, Microsoft SQL, Oracle, and PosgreSQL. Customers and technicians can use any computer with a web browser, and the software is fully customizable, allowing modifications to appearance, images, and text.

**Comprehensive Admin and Technician Features**: According to the vendor, WonderDesk provides complete organization for companies of any size and can be used on the Internet or Intranet, allowing access from anywhere in the world. Remote technicians can be hired and integrated into the system, and automatic email or pager notifications are sent to technicians. The interface is efficient and user-friendly with a point-and-click functionality, and the database is fully searchable, including customer history. WonderDesk also provides detailed statistics and reporting capabilities.

**Efficient Support Workflow**: According to the vendor, WonderDesk streamlines the support workflow by replacing messy email inboxes. Support requests are logged and tracked within the help desk system, allowing technicians to efficiently manage and prioritize support tickets. Customers can easily submit and track their support requests.

Basic

ALVAO Service Desk

Clear C2 C2CRM

WonderDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Web Wonderland

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Overview

What is WonderDesk?