|
Polar Help Desk is a service management software designed to help you refine and accelerate the process of tracking, resolving and auditing incidents (calls) by sustaining the best practices for operating and implementing IT service support in companies.
As a web based software solution it is accessible at any time and from any place in the world.
|
|
|
Polar Help Desk is intended for small businesses who need to organize or improve their customer support. It facilitates the adequate service delivery to the end-users whether they are external or internal customers.
|
|
|
Yes. You can integrate Polar Help Desk with your support POP3 email address and automatically create incidents from the email. If your service user prefers the email communication, one may do so, while your support staff retains the benefits of systematic incident tracking and management over the help desk software.
|
|
|
Please submit bug reports, documentation errors, and feature requests to our help desk.
Our software engineers review these reports and do their best to address these requests in the next product release cycle.
|
|
|
|
Polar Help Desk has been on the market for over four years, helping hundreds of companies provide online customer service or build a support center for their own employees. |
|
|
The current version of Polar Help Desk does not support other browsers, Microsoft internet explorer only, however we do plan to support other browsers in the future versions.
We can recommend you the following alternatives for your Firefox users:
You can use Polar Help Desk Email Automation feature and convert incoming emails to Incidents. Your Firefox will not have to use our interface but only their email client to send you requests.
You can easily create a new Help Desk interface for your customers and tide it with our Help Desk DLLs
|
|
|
Using Active Directory integration you can import your users from the Active Directory using the LDAP protocol. When import operation begins, Polar Help Desk will match the usernames in the database with the ones in the Active Directory. If user is not found in the database, it will be imported/created. If user already exists in the database, he will be ignored. Based on the LDAP filter you can control what type of users will be imported. This is useful if you need to import one group of users to a specific Polar Help Desk group/role. Also, you can specify what user information will be imported. The integration with AD is manual; you can import your users with their passwords and usernames. Once you import your users from AD to Help Desk you cannot synchronize passwords. After you import users from the Active Directory, you can set Polar Help Desk to use integrated windows authentication (NTLM). This way users on your company network will be automatically logged in based on their username. Users are imported in format DOMAIN\Username. This is the full username that also matched one given by the integrated windows authentication (NTLM).
|
|
|
To enable the NTLM, you need to go to the Control Panel > Administration Tools > Internet Information Services.
Find the virtual folder where Help Desk is installed and browse for the HTTPRequestNTLMLogin.aspx. It should be on this path: HelpDesk > CommonDialogs > HTTPRequestNTLMLogin.aspx.
Right click on this file and select properties. Once the dialog has opened, go to tab File Security and click on the Edit button in the Anonymous access and authentication control. Once the dialog opens deselect all the check boxes you see except the “Integrated windows authentication” check box. Apply the changes and close the Internet Information Services window.
Now, when you go to the Login page, you will notice that your windows login name is already set as the username. Provided that this username also exists in the Service Desk database, all you need to do is click the login button.
|
|
|
Sometimes IE implementation of the text area tag in the HTML adds trailing line feed characters. Please make sure you delete these otherwise the .xml will not be accepted by the parser. We are working on improving this system and will attempt to remove manual .XML scripting from the Polar Service Desk.
Assuming that you are importing users from the AD, here is an example about how it is done: |
|
|
It is estimated the average number of contacts per customer a month is about three. The duration of these calls is estimated to be on the rise. Recently, the number of users handled by each analyst has dropped severely. This seems to exist outside of changing technologies and systems. It may be due to the greater number of businesses in existence.
|
|
