WinHelpDesk is a reliable, easy to understand helpdesk system which allows controlling and documenting work load.
For this, it uses a ticket / subticket structure which allows both a clear overview and detailed information about work items.

In WinHelpDesk a ticket / subticket-structure can be used to subdivide the work to be done for one ticket into more detailed packages. Even subtickets can have own subtickets. In fact the depth of the structure can be as deep as you want. Some assignements are made to the main ticket only (Customer, Contract, Dispatcher). These are shared by all subtickets of a main ticket. The other assignments and texts are individually set for each ticket. So each ticket can be assigned to a different employee for doing/solving. There is a special TreeView dialog to view and navigate the subticket structure.

With WinHelpDesk mail service you have the possibility to monitor a special mailbox for incoming mail and make a new ticket from each mail arriving.

When installing WinHelpDesk you have the choice to install WinHelpDesk mail service (only W2K or XP Version). This should be done on one mashine only. WinHelpDesk uses a set of xml files for configuration, which can be modificated freely by the administrator. There is one general configuration file and another user specific one. Up until now, WinHelpDesk uses a Microsoft Access Database. Later, versions for different databases will be available.