I have the FREE version on this software I just have 2 questions if someone could help answer them?
1) Is the Helpdesk System Web Based (Can I remove it from my PC)
2) How do I get service requests to be sent to a user group without them having to be assigned? At the moment all service request are going to the main id I set up?
1. Yes, it is web based. The installation sets it's own web-server (tomcat). We do offer the cloud solution as well.
2. Service Requests can not be sent to a user group. You can send a notification to an assigned user (admin) group, but for that to happen the service request must be assigned to this group.
You can set group assignment in Help Desk > Help Desk Settings > Routing tab.
You can set the notification settings in Help Desk > Help Desk settings > General tab
You can edit the notifications themselves at Customize > notifications.
And of course, you can always read the manual to learn more