Help Desk software designed to be operated via your web browser or the desktop. Use it on the Internet, an Intranet or even run it locally on a stand-alone machine. Operator and end-user access, Automatic escalation, Email notification are some of the main features.

Pros: Two versions of the application are available. One is web based, operates through browsers and the other is a desktop version. LBE Web Helpdesk can be installed on any Microsoft web server. It can be accessed from any machine running a Javascript enabled web browser. Help desk operation is managed and controlled by this application without forcing changes on the in-house operating procedures. It is easily configurable to the in-house process. Easy to set up too, not much special skill is required.

The system is easy to use and thus not much learning time is involved and thus no extensive training needs to be organized. The application works with industrial strength databases like SQL Server, Oracle and MS Access. Thus scalability is not a problem at all; the package scales up effortlessly as the users operation grows. Extensive reporting is supported, there are many standard reports. If you should need additional reports or different ones it is easy integrate easily available reporting software packages. Both version can work off the same database and hence can be integrated together if need be, for extending the help desk operations.

Some very useful features are operator and user access, automatic escalation, e-Mail notification, full audit trail, system privileges and contract management. The user interface has a explorer like panel that can show detailed & structured information. Creation of new job opens detailed information panels to capture the relevant information so that follow up is easier later on.

Cons: Nothing obviously problematic here.

Overall: This is a nice application with useful features. It is easy to use & learn. This is certainly a 4 star material.