Help desk software manages a company’s help desk, which is a central point for customers to turn to for information or assistance. It can be accessed via email or web forms, and organized into tiers. The software assigns unique ticket numbers to user requests and should be personalized, compatible, flexible, and scalable.
Help desk software is a program or collection of programs used to manage a company’s help desk. A helpdesk is a central point to which customers can turn in case of problems or requests. It can be used by the customer to obtain information before making a purchase or after the purchase if the customer experiences difficulties with the product. In today’s technology-driven world, helpdesk software is an essential component of the service industry’s customer relationship function.
Traditionally, access to a company’s helpdesk was by telephone. This structure has many inherent weaknesses. For example, customers typically have to wait a long time for an operator to come on the line. In the age of the Internet, however, helpdesks can be reached every hour of every day via email or web forms. This has eliminated the need for companies to continually expand their telephone management systems.
Large helpdesks are usually organized into tiers. Level 1 typically deals with simple problems or requests. These are the types of questions usually found on a Frequently Asked Questions (FAQ) sheet. Level 2 and above usually handle more complex and detailed problems. Help desk software is usually organized in a similar way.
A helpdesk software package assigns each user request a unique ticket number. The ticket number is also known as the Local Bug Tracker (LBT). Each ticket has details of the user’s problem.
If the problem can be addressed at Level 1, the help desk software closes the ticket. The ticket is also updated with solution documentation for reference by other helpdesk technicians. If, however, the problem cannot be resolved at Level 1, the help desk software updates the ticket accordingly and sends it to Level 2.
There are several features a business should look for when purchasing helpdesk software. Personalization is perhaps the most important feature, because every company’s help desk needs are different. Therefore, the help desk software must comply with the specific requirements of the company. For example, if the company’s help desk is for customers within its organization, the company might require question logging and personal computer (PC) auditing from its help desk software. If the business services external customers, on the other hand, its helpdesk software may need to support contact logging and knowledge base building.
Compatibility is also essential in helpdesk software. Ideally, it should be able to integrate easily with existing hardware and software. It should also be compatible with your current operating system and email system.
Flexibility is also important in helpdesk software. Various departments within a company’s organization may have specific needs. Helpdesk software should be able to accommodate these needs, from adding special fields to forms, to creating separate databases, to compiling specialized reports.
Help desk software should also offer scalability. If it is limited to certain specifications, it can hinder business growth and make it necessary to purchase another helpdesk software package. Problem management helpdesk software that can work with multiple database systems is usually the ideal and most scalable solution.
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