Help Desk Premier by BrightBox Solutions is a full-featured service desk platform. It includes ticket and knowledgebase management, flexible escalation policies and asset and change inventory and tracking tools. While this solution is designed to provide these services out of the box, it also allows for a high degree of both basic and advanced customization.
Help Desk Premier features comprehensive workflow management, with an emphasis on trackability and customer communication. Its ticket handling system can keep customers, technicians and all other stakeholders (such as management) informed and apprised as each individual ticket moves towards resolution. Customers can receive timely updates, and management can track performance on a case-by-case or departmental basis.
Help Desk Premier is available for on-premise installation or as a hosted cloud service and comes in Professional, Enterprise and Build Your Own editions.
Christina from Impact Consulting Solutions, Inc.
I would highly recommend this product.
The application had all the features I needed at a very budget friendly price. It is very easy to navigate and train new technicians on. The combination of the views and escalation features let us set up simple and complicated rules easily.
We had to enter our assets manually due to there not being an automated inventory module with the product.