Essential Info On Helpdesk Software
What is a Helpdesk?
A Helpdesk provides a anchorman of contact between companies and customers on the day-to-day basis. According to ITIL (IT Infrastructure Library), it's the centerpiece for reporting Incidents (disruptions or potential disruptions operating availability or quality) as well as users/customers making service requests (routine requests for services). When customers have an issue they require benefit, they speak to the helpdesk for resolution. Having a single point of contact helps improve customer care and thought of your support services. Customers understand specifically what to do and how to get support with any issues they are facing.
Just what is a Helpdesk Software?
A helpdesk software automates the duties with the helpdesk. It provides a set of tools to log, track and resolve support calls. A helpdesk software can be quite a simple Issue Tracking system or it could be a fully evolved Service Desk software suite.
So why do you need helpdesk software?
If the company carries a customer service element (whether internal or external, IT or non-IT related), you'll greatly take advantage of employing a helpdesk system.
Modern helpdesk systems help teams to be effective more proficiently by automating most of the tasks that have been done manually plus providing a refreshing group of self-help features for users/customers.
At one end of the scale, basic ticket tracking software enables helpdesk teams to resolve calls end-to-end, within a logical order and track the project they have done. That is sometimes adequate in a small company.
With the other end in the scale, you have comprehensive helpdesk and repair desk software that provide more complicated functionality, from the automation of incidents/requests and communications by way of problem management, change and release management, asset management, and complicated rules for priority allocation and ticket escalation. These comprehensive software solutions are mainly used by companies working within ITIL and other similar framework, although they doubles by smaller companies trying to embrace such frameworks.
Should your helpdesk try to SLAs and OLAs, you will soon discover that tracking performance can be an arduous task with no dedicated helpdesk system. The subtle tracking and analysis tools within these applications enable management and team leaders to extract detailed analytics at the mobile. Should your organization has decided to monitor the performance in the helpdesk team using KPIs, a good application should enable you to pre-set these metrics and provide detailed reports against your KPIs at will.
In summary, some great benefits of using a helpdesk system can sometimes include
Give a single point of contact to your customers
Provide 24/7 support on your customers by way of a dedicated web portal
Track your support calls end-to-end
Provide self-help pages for your customers by means of knowledge bases
Provide detailed reports on your support function
The Rhea Helpdesk Software has all the features listed above plus more.
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