Jun 30
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.
Jun 22
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?
Jun 03
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?
May 26
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When it comes time to purchase a help desk, what discount coupons are available?
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Visit TremenDesk and mention we sent you!
Mar 25
The Help Desk Reviews web site has been up for some time, so I thought we might take a look back at some of the most popular posts we have put out for the Web to see. I am always happy to help people find the right help desk to suit their needs, and I think we have done that really well over the past few months.
As always, your comments are welcomed and appreciated. What has been your favorite post featured here in the past?
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