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Polar HelpDesk

Polar HelpDesk

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  • SKU: POLARHLP


Web-based software product for implementing internal and external help desk support systems on web sites with support for Firefox, Chrome, Opera, Safari and Microsoft Internet Explorer 8 and preferred languages.
Polar HelpDesk is a software product for implementing internal and external help desk support systems on web sites.

New Features in v5 include:

  • Integrate with multiple e-mail accounts
  • Automate e-mail-to-incident conversion
  • Fine-tune e-mail notifications
  • Customise e-mail templates
  • Manage e-mail flow
  • RESTful Web API
  • RESTful design
  • HTTP methods
  • Stateless, cacheable, client-server uniform interface
  • Fine-tune permissions
  • Create and edit rôles
  • Manage teams and accounts
  • Manage support processes using reports
  • Build custom reports
  • Work via Firefox, Chrome, Opera, Safari and Microsoft Internet Explorer 8
  • Custom and preferred languages.

Please note: technical support for v4 was ended on May 1st, 2010.

Click here to download a trial version.

Click here watch a video introducing v5.

Polar HelpDesk - Features

Polar HelpDesk is a software solution for implementation of internal and external help desk support systems on web sites. Using and tuning Polar HelpDesk is simple and intuitive and does not require training.

New features in version 4 include:

Incident Management

  • ITIL Based
  • Incident Templates
  • Email Notifications
  • Incident Search
  • Incident Routing and Assignment

Team Management

  • Groups

Knowledge Management

  • Knowledge Base

Supported Databases

  • Microsoft MSDE
  • Microsoft SQL

The following are Polar HelpDesk 4 Professional Edition exclusive features:

Team Management

  • Roles

Service Level Management

  • SLA
  • Work Orders
  • Business Units

Features include:

  • Billing Centre: enables calculation of income and supplies reports. It can be turned off
  • Knowledge Base: a searchable preview place for knowledge generated within a helpdesk database
  • Communications: for anouncing news to a support team or to customers
  • Reports and Charting: activities in HelpDesk are monitored and displayed
  • Call Centre Manager: record incoming telephone calls in an online Help Desk database as a ticket to be solved by the support team
  • Tickets: customers can report details of problems:
    • Reference numbers assigned
    • Automatic escalation
    • Customer history
    • File attachment allows screen-shots, pictures or any file type to be added to a request for support
    • Customers and Support personnel can view the ticket status
    • A level of expertise can be set for individual technicians ensuring that only qualified consultants answer certain questions
    • Customers can open a new ticket. preview the status of active and resolved tickets and rate ticket solution
    • Support teams can view active or closed tickets in system and provide resolutions use the Ticket Wizard to open a new ticket on behalf of a customer, register new customers and edit ticket data.
  • Search System: all data and knowledge is stored in a database that can be searched using keywords. It displays results that have been most useful to customers
  • User System: work with profile information including a forgotten password module, new user registration and user profile modifications
  • e-mail Notification System: automatic e-mail notification to customer and support staff. The user is notified when:
    • registering to HelpDesk
    • requesting a forgotten password
    • opening new ticket
    • upon ticket resolution
    • when the ticket has been billed.
    Support staff are notified when:
    • a new issue has been reported
    • a crisis or problematic ticket occurs
    • a ticket has been re-edited
    • a ticket is resolved.
  • Administration Centre: modify numerous options in other systems of the HelpDesk.