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Help Desk Software

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

Storage Capacity

Typically around
5,000 - 10,000 records

50,000,000+

File Attachments

 

Incoming Email

 

Outgoing Email

Template Driven

Template Content

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

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

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

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A product of Web Wonderland, Inc.