Help Desk Reviews

Over at the TremenDesk news site, they have done a great job at detailing some of the specifics of the hosted help desk application, when it comes to user and staff statistics and tracking performance.

Here is just a sample of one of the articles in question:

Due to popular demand of our look into the advanced ticket stats in the TremenDesk, we had a number of people wanting to know more about how TremenDesk handles statistics.

To drill-down into the statistics, choose a relatively short term to graph. To see to-the-minute detail, you can graph the past hour. To see hourly detail, you can graph the past day. A good place to start is 2 days, which would give enough detail without being too overwhelming.

Check out the entire series here:

• FAQ on Help Desk Analytics
• More on the Help Desk Statistics
• Advanced Ticket Stats in TremenDesk

Well worth checking out if you are looking to learn more about the TremenDesk hosted help desk application and the tools that come with this great help desk solution.

Here is a great management idea for your help desks out there.

You should think of your help desk users as a triangle.  At the top point, you have the person who is in charge of it all.  Then under them, we have two people that work under the person in charge.  After that each person gets other people assigned to them.

This way, everybody gets a role and a place in a much more organized business.  You want to make sure each person who has people assigned under them do not have too many people assigned in that place, because then there is a chance there could be a break in communication.

Help desk software like TremenDesk, a hosted help desk solution, makes this task very easy.  From within the administrator interface, you can assign rolls and duties. You could have this group of people only able to see the desk they should be working, and then that group of people only seeing the stuff they should be looking at.  Once again, we go back to the triangle idea of help desk management.

The last thing I want you to remember is that you should always have the right balance of people both above and bellow – because without that, your proverbial pyramid is going to fall.

Why are quick replies important to a help desk service?  Hey Jack, that is an easy one to wrap your mind around. A lot of people out there ask the same questions over and over again. Would it not be nice to have them answered in one single location, every time.  With a quick reply in hand, you can cut minutes off your response times, every time.

Take the hosted help desk application TremenDesk for example.  This online application makes it easy to send quick response to answer any complaint, question or suggestion you might get sent your way. You can easily login to your administrator settings, pick the category you wish to add the quick reply to – and write it up.

Give it a title, give it some content and save it for later.  DONE!

Quick reply creation could not get any easier.  So give your own support crew a break and check out this five star help desk named TremenDesk.  It is by far the best host help desk out there right now – and this only one more reason for it.

TremenDesk has totally re-worked the way they setup their 30 day trial.  Now we already know you needed to give no payment information up-front.  However, now they have shortened the sign up form.  All you give is your name, address, choose a domain and your done.  The account is now yours to try before you buy.

Read the rest of this entry »

Help Desk software should be open enough for creative new ways to be thought up, and can be put to the test.  I have seen many help desk systems that are too exact in nature, and that does not help when it comes to finding a solution that fits a wide variety of topics.

You need a help desk to provide you general features, such as:

• A Manual Way to Submit Tickets (via a web site)
• An Automatic Way to Submit Tickets (like via email)

Other features you might want to consider are:

An easy interface to customize the “input” data a customer can give.  You need ways to change the questions asked of the customer when putting in a help desk question, such as name, location, what the problem is, and other account specific details

A way for tech support members to communicate between themselves about a ticket.  Being able to type up and share private notes about a situation is a good way to help troubleshoot before you go back to the customer with a definite answer.

All in all, you have to remember to keep a help desk simple enough, so it fits a wider group of people better.

When it comes to looking for the perfect help desk, you first have to ask yourself – what type of solutions are you looking for?  We are all looking for that leading support platform.  Something that is powerful, flexible and adaptable for our own organizations.

Better Help Desk Features

As far as features go, you want to go with ticketed support that has e-mail management included.  Advanced statistical reporting is important too, because you want to be able to monitor your customer and staff relations.  The ability to publish rich self help resources is something that can not be overlooked in the features department either.  When push comes to shove, teamwork is the keyword to remember.  Any help desk you choose should have a focus of working as a team, rather than pitting one department against another.

Integration also plays an important part of any help desk solution.  How easy is it to make the help desk fit your web site layout, and make the transition from your site to the help desk as flawless as possible?  You might also look at synchronizing task, appointments and contacts.  Sharing login information with third-party databases would be a feature handy to have too.

As you can see, I can come up with plenty of solutions when it comes to help desk management, what I would like to know is what are you looking for in a help desk?

What is the best business help desk solution out there?  TremenDesk.

Let me paint a scenario for you, the average web citizen.  What are you do to when you are running a small to medium sized business, and you start getting a surge of new customers coming your way?  They are all coming in, looking for answers and want to get in contact with you but you don’t have anything other than that puny e-mail address on your web page.  What is a business owner to do?

You enlist the help of a professional.  For a cheap monthly, you can get yourself a help desk to fill your support void.  This way, you can easily sort, configure and get back to your customers before they go somewhere else to do business.

With TremenDesk you can:

+ Create and reply to tickets

+ Assign or unassign tickets

+ Search tickets by any string of text (email, full name, etc) or unique ticket ID #

+ View all tickets from any user

+ Merge tickets

And so much more.  Now your business is booming, the sun is shining and you are better able to handle your new cliental.  Out of all the help desks out there to choose from, TremenDesk has done the most to impress me thus far.

See here

When submitting a ticket the first message is included in the email to the customer.  Previously it would just send the link.

What is your favorite help desk?

Want to try a help desk and can’t afford the risk?  Don’t forget most reliable help desk solutions include a free trial of a minimum of 7 days.  We recommend at least a 30 day free trial so you can test all the resources and features of the help desk you are testing.

When it comes time to purchase a help desk, what discount coupons are available?

We found this code ComeBack60 that gives you a saving of $60 with TremenDesk and this also includes a free 30 day trial.

Visit TremenDesk and mention we sent you!

Lunarpages have a great hosted help desk solution called TremenDesk and it comes with a free 30 day trial. Best part is you are not required to provide any billing or personal information. It really is no strings.

For those of you who have an iPhone, they desk now works with them. Pretty sweet!