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WonderDesk Help Desk Software Comparison

The WonderDesk help desk software comparison chart compares help desk software features offered by WonderDesk Standard and WonderDesk SQL. Compare our help desk features to see which help desk software is right for your business.

Features	WonderDesk Standard	WonderDesk SQL
Database	Flat File Text	MySQL Microsoft SQL Oracle Postgres
Storage Capacity	Typically around 5,000 - 10,000 records	50,000,000+
File Attachments
Incoming Email
Outgoing Email
Template Driven
Template Content	HTML Email	HTML Email Fields Languages Smart Conditionals
Multiple Template Sets
Adding new fields	Text file modifications required (tutorials provided)	Can be done via web control panel.
Searching power	Very Good	Excellent
Navigational ease of use	Very Good	Excellent
Login options	Partial cookies No cookies No login required Server authentication	Full cookies No cookies No login required Email address Server authentication
Help desk call correspondence flow	Very Good	Excellent
Date / Time format options	Limited	Unlimited
Signup username and email options	Some	Many
Average WonderDesk installation time	30 min.	10 min.
Incoming email automatically creates help desk call
Incoming email automatically creates help desk account
Incoming email --> Category / Subcategory Assigning
Category / Subcategory --> Technician Assigning
Compress HTML code for faster loading
Ban by IP
Sub Categories
Customer information, passwords, permissions, limitations all on one page.
Call activity history
One click "List Mine" link for techs to see calls they are servicing.
Last time techncian contacted
Last time customer contacted
Time worked tracking
Nearly all customizations retained when upgrading to newer versions
Dual toggleable FAQ views
Database editor for adding, modifying, deleting fields
SQL monitor for input of SQL commands
Import custom data utility
Export data utility
Multiple administrators and supervisors
Levels of Authentication	4	5
Individual Permission settings	5	12
Option to allow customers to view other customer's calls
Option to allow customers to modify other customer's calls
Technician Preferences
FAQ Subcategories
Dual switchable FAQ views: compressed or detailed.
Template globals. This allows custom code or output to be used in any template.
Customer call history
Viewing limitations
Adding limitations
Copy a call over to the F.A.Q. database with a click
Carbon Copies of all email activity
Emergency email notifications
Customers can reopen calls	All or nothing	This can be turned on or off for each individual customer.
Emergency notifications can be assigned to the proper personnel
Automatic customer screen directing
Lock down text box fields adds a user/date/timestamp for each modification.
News status notifications to customers
Internal news notifications to staff.
New fields can be added.	Some modifications required. Tutorials provided.	Can be done via the web browse.
Each field and combination of fields are searchable.
Keyword searching against all fields.
One click "select all" when deleting
Greater than and less than searches.
Date Range searches.
'Not equal to' searches.
Languages templates.
Ban dirty words or HTML code.
Time zone offsets
100% Web based
Targeted technician notifications
Confirmation emails are sent after a call has been placed
Transfer notifications to technicians
Internet and/or Intranet capable
Customer information database
Browsable and searchable F.A.Q. (knowledgebase)
Unique reference numbers assigned.
Recognizes are returning customer and fills in many fields on their forms
Source code included
Technicians can reopen calls	All or nothing	This can be turned on or off for each individual technican.
Export to Excel / Access
Built in reports
Sort by any field
Sort by ascending or descending order
Sort by combination of two fields
Allow customers to create their own accounts
Reports for different types of calls
Reports for different priority levels
Reports for call duration times
Reports can be broken down by year and month
MS Access connection to WonderDesk data via ODBC.
Automatic technician assignments based on category.
Closing or modifying a call automatically launches an email to the customer.
Closed calls are date and time stamped, along with the technician that closed the call
Customizable help desk categories
Customizable customer info categories
Customizable FAQ categories
Forgot password feature
PDA Templates
Multiple Queues
Automatic Escalation

Additional Information	WonderDesk Standard	WonderDesk SQL
Screenshots	Screenshots Link	Screenshots Link
Demos	Demo link	Demo Link
Discussion Forum	Discussion Forum Link	Discussion Forum Link
Server Hardware Requirements	Pentium 75 Mhz 32 MB of ram 50 MB of hard drive space	Pentium 75 Mhz 32 MB of ram 50 MB of hard drive space
Server Software Requirements	Any flavor of Unix, Linux, NT, 2000, 2003, XP Pro Perl Sendmail or SMTP	Any flavor of Linux or Windows servers Perl Choice of: MySQL, MS SQL, Oracle, or Postgres Sendmail or SMTP
Price (with the "Powered by WonderDesk" logo)	$499	$2,499
Price (no logo)	$1,999	$8,499
Users	Unlimited	Unlimited
Technicians	Unlimited	Unlimited
Simultaneous Connections	Unlimited	Unlimited
License expiration	No expiration	No expiration
Upgrades	1 year Free	1 year Free
Support	1 year Free	1 year Free
Yearly Support and Upgrades renewals (not required)	$35	$249
Purchase Link	Order Now	Order Now