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.

TremenDesk is idea for the following types of support/communication:

Schools – Communicate with students, parents and teachers, submit assignments etc

Businesses – Customer Support including technical, billing, sales,  and various tiers of support

Best Features:

Speed – Because the desk is hosted on Lunarpages servers the speed an reliability is phenomenal!

Robust – Can handle thousands of users and queues at the same time.

Versatile – Can be used for various business types, various desks.

Affordable - Starting at under $40 per month, the best solution for your business.

Visit TremenDesk.com NOW!

Thankfully, the fine folks over at TechRepublic have a few tips to share:

When you hire a help desk analyst, do you test for communication skills? Specifically, do you ask a telephone support analyst to answer the phone a few times? I’m guessing the majority of you don’t.

You make the best hire you can, given the qualifications and personal presentation skills of the people you interview. You’re aiming to get the right combination of technical knowledge, aptitude for learning, and positive attitude. Dealing with every customer in a positive, helpful way should be every good help desk analyst’s goal.

Hope this article comes in handy to read, check out and bookmark for all the help desk pros out there.  What tips do you have to share when it comes to running a better help desk environment?

Here is just a little taste before you dive into the real deal:

The consulting firm I work for recently asked me to find a solution to meet our help desk needs. Specific qualifications had to be met for this help desk system to become “the one.” I assumed the task would be simple — after all, I’ve spent the last 10 years covering software of all sorts, including help desk tools. The reality was much different. There are a LOT of help desk systems available. So many, I quickly realized just how challenging the selection would be.

Read the rest of 10 things to consider when choosing a help desk system.

They have touched upon many important factors here.  Making it easy, branding, ticket management, web interface, personalization, security, features and budget play a key role.  One help desk system I know of that meets all the qualifications is TremenDesk. 

• A Better Help Desk Trial!
• History of the Help Desk
• Simple Help Desk Solutions
• Does Your Business Need an IT Help Desk?
• Help Desk Screenshots
• Need a Help Desk?
• Help Desk Ticket Functions
• Review of Running an Effective Help Desk
• Trouble Ticket Solutions
• 3 Awesome Tips for New Small Businesses

As always, your comments are welcomed and appreciated.  What has been your favorite post featured here in the past?

As of late, I have been reading a lot of books on the topic of help desks, and how to better manage them.  One of the best books I most recently read was Help Desk Manger’s Crash Course by Phil Gerbyshak.  This excellent guide through the help desk management world will help both beginners and experts when it comes to managing a better help desk.

It is the guide newbies to the help desk world need, when they are on the first 90 days of the job and thereafter as a reference tool.  Filled with great ideas for new managers, each chapter provides new and exciting tips to help you become a better help desk manager.

Check out the Help Desk Manger’s Crash Course on Amazon.com

The entire book is well written, and the author and contributor to the book really speak from first hand experience. This book will remind seasoned managers of the meat and potatoes of our business, and help the newbies to get up to speed in record breaking time.

Where does one turn when they need a help desk for their help desk?  If you have the TremenDesk help desk application, you can simply visit their support page to get the help you need. 

I have personally contacted them on a number of occasions, and was amazed by how quick, professional and polite they were. Via their support page, you have two ways listed to get support:

• TremenDesk FAQs

• Open Support Ticket

Of course, you can always turn towards their blog too, because it has many helpful tutorials, tips and more to get you started with the TremenDesk hosted help desk. 

In the ticket portion, you have a way for customers to contact a company or business, to answer a question or to get a response.  The tutorial portion often has FAQs (frequently asked questions) answered, and popular help articles that give information for topics that are most asked about.

As for the history of the modern help desk, here is a little more information about that from Wikipedia:

In the mid 1990s, Middleton at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users’ issues but from the help desk’s unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in IT.

So as you can see, at it’s core – any help desk’s purpose is to help the customer get more information, by any means necessary.

Are you looking for Help Desk software?  Now there are many choices out there, from small to large – but only one gives you the benefit of being low in maintenance and high in value.  That help desk system is none other than TremenDesk.

There is no need to learn Perl, PHP, or any other complicated scripting language to use this fantastic help desk solution.  Oh no, you see it is a “hosted” help desk suite.  What this means for you is that the install and the upkeep on the back end is all managed by the dedicated TremenDesk administrators.  All you have to worry about is keeping your customers happy through the help desk interface that TremenDesk provides. 

Give the 30 day free trial a shot, there is no credit card needed, and this way you can see what many have already seen, TremenDesk is by far the best hosted help desk system out there today.