Help Desk Reviews

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?