• Johnston Callesen posted an update 4 months, 3 weeks ago

    Just what is a Helpdesk?

    A Helpdesk offers a anchorman of contact between service providers and customers on a day-to-day basis. In accordance with ITIL (IT Infrastructure Library), it does not take focal point for reporting Incidents (disruptions or potential disruptions operating availability or quality) as well as users/customers making service requests (routine requests for services). When customers offer an issue they desire benefit, they speak to the helpdesk for resolution. Having a single point of contact helps improve customer satisfaction and perception of your support services. Customers specifically which place to go and the way to get support with any issues these are facing.

    Just what is a Helpdesk Software?

    A helpdesk software automates the duties of the helpdesk. It possesses a great tools to log, track and resolve support calls. A helpdesk software is actually a simple Issue Tracking system or even tho it’s a fully evolved Service Desk software suite.

    So why do you may need helpdesk software?

    If the company includes a support element (whether internal or external, IT or non-IT related), you’d greatly reap the benefits of utilizing a helpdesk system.

    Modern helpdesk systems help teams to function more effectively by automating most of the tasks which were done manually plus providing a wealthy group of self-help features for users/customers.

    On one side of the scale, basic ticket tracking software enables helpdesk teams to eliminate calls end-to-end, inside a logical order and track the job they have done. This can be sometimes adequate in a small company.

    At the opposite end of the scale, you might have comprehensive helpdesk restore desk software offering more advanced functionality, from the automation of incidents/requests and communications right through to problem management, change and release management, asset management, and complicated rules for priority allocation and ticket escalation. These comprehensive software solutions are typically employed by companies working within ITIL or any other similar framework, whilst they may also be used by smaller companies seeking to embrace such frameworks.

    Should your helpdesk attempt to SLAs and OLAs, you’ll soon see that tracking performance can be an arduous task without a dedicated helpdesk system. The delicate tracking and analysis tools within these applications enable management and team leaders to extract detailed analytics at the mouse click. If your organization has decided to monitor the performance from the helpdesk team using KPIs, a good application should allow you to pre-set these metrics and create detailed reports to your KPIs at will.

    To conclude, the advantages of creating a helpdesk system might include

    Supply a anchorman of contact on your users

    Provide 24/7 support to your customers via a dedicated website

    Track your support calls end-to-end

    Provide self-help pages on your customers in the form of knowledge bases

    Provide detailed reports on the support function

    The Rhea Helpdesk Software has all the features listed above plus much more.

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