Help Desk Reviews

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.

Working on a help desk can both be a rewarding and challenging experience at the same time.  When taking both the positives and negatives into play, how can you help motivate your own help desk staff?

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Wouldn’t you like to know how to run a more effective help desk environment?  In the book, Running an Effective Help Desk, Barbara Czegel will guide you through the steps you need to take to get this done.

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You can say goodbye to mailto links and mail forms once you get a solid help desk solution like TremenDesk in place.

This hosted trouble ticket system is by far superior than the rest.  One thing that a help desk can help you accomplish is removing unnecessary contact forms and e-mail links from all over your page.  With a help desk in place, you can send anybody who needs to contact you over to there.

For those who don’t want to give up on the “way things were” you can also map e-mail addresses to specific queues inside of the help desk interface, so then you get the best mix from both worlds.

TremenDesk also servers as a solution for lost for forgotten about e-mails.  Have you ever happened to be writing an e-mail reply to a customer inquiry and when you have hit “send”, another member of your team has already dealt with the problem?  In TremenDesk it doesn’t happen.  Your conversations are saved in ticket form via your own personalized help desk.

By far TremenDesk is the trouble ticket solution.

You have asked for them, so I am now happy to deliver them to you.  Here are some screenshots of the TremenDesk hosted help desk in action.

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Are you looking for a help desk?  Out of all the options out there, I think TremenDesk gives you the most bang for your buck.  Don’t take my word for it though – check out these awesome tutorials I found on their site:

Better Manage User Help Desk Permissions

The TremenDesk hosted help desk application allows you to better control your user’s help desk permissions.  Queue permissions are actually nested under the Tickets Management administrative permission. To grant a user access to all queues, check the Tickets Management checkbox:

How to Blacklist Bad Tickets in Your Help Desk

The TremenDesk all-in-one help desk solution, excel and outperforms the competition when it comes to filtering out junk.  One way it keeps spam and un-wanted tickets at bay is through blacklisting.

User Levels in TremenDesk

I recently got an e-mail from TremenDesk user who wanted to know more about how the user levels are the same, and different – and what is the use for each.  To help you understand the various user types in TremenDesk, check out this list, from the most common, to the most unique.

Get Help Desk Tutorials by E-mail (for Free!)

You can now get e-mail updates when the TremenDesk News site is updated. Enabled today, e-mail newsletters will be sent out once a day when a new post has been made to this site.  This means that every tutorial, tip, or how-to that is posted here will be delivered right into your e-mail inbox.

Replace Your E-mail Mess with TremenDesk

Many people just look at TremenDesk as one of the best stand-alone and fully-featured help desk solutions out there.  Don’t get me wrong, it does that job extremely well, but some of our users have been thinking outside the box and using it in unique and interesting ways.  Need an example?  What about people who use TremenDesk to replace their e-mail system?

TremenDesk is a powerful self-hosted help desk application that is well worth the time and money.  Why?  It’ll cut your costs in half and save you bucketloads of time.  You can try it for free (no credit card needed) at TremenDesk.com.

Quick responses make our lives easier, because they can sum up a general thought or idea on a topic all at once.  Of course though, as with any good thing, you have to remember to use it in moderation.

When to use a Quick Response

• For general fact gathering to help the customer
• To pass along generic notices or updates

When not to use a Quick Response

• When a customer or client is mad or upset
• When you need to give a more personalized response
• For specific troubleshooting steps unique to that person

Better knowledge of when to or when not to use a quick response on your own help desk setup is a good thing to keep in mind.  Some customers, if they pick up on the fact, become very annoyed with it.  So as a general rule of thumb – make sure you use it only for general topics or requests.

What makes TremenDesk better than your average help desk software?  Well, it offers you the software, the hardware and ever other –ware you could want together as a bundled package.

Not only do you get access to one of the best help desk suites out there in the market today, you also get it hosted and updated for you for free.

• So let us list off the benefits you get with TremenDesk:
• Script? Yes, you get TremenDesk – so that is a BIG check mark!
• Hosting?  Yes, hosting is provided by Lunarpages, one of the best in the business!
• Updates? Yes, the TremenDesk admins will update the script for you to roll out security fixes or new features

So, now can you see why TremenDesk is better than any other help desk software solution out there today?

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.

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.