ComputerHelpdeskSoftware

Computer Helpdesk Software

 

Computer Helpdesk are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be a very daunting task. Tracking issues and help desk inquiries can be a virtual nightmare without the Computer Helpdesk Software. Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to maintaining relationships with customers and offering the kind of support and attention to detail that they require. And this is done correctly using Computer Helpdesk Software. Are you looking for a solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers? If yes then you are bound to get enough information.

 

So what are the typical Computer Helpdesk Software functions, and why are they offered? What should you actually be looking for in a Computer Helpdesk Software solution? This section explains what the typical functions are, and offers broad information on Computer Helpdesk Software systems.

 

Common functionality of Computer Helpdesk Software systems can be summarized as below:

 

  • Computer Helpdesk Software range in complexity from basic ticket logging to fully integrated CRM systems.
  • Computer Helpdesk Software functionality is varied but the essential core elements are the recording and tracking of support requests.
  • Reporting is also key and often complimented by a third party application for user-definable reports.
  • Service Level management is often crucial to the Computer Helpdesk Software process as a measure of it’s success This is usually an automated benefit of the helpdesk application.

 

Selecting the right Computer Helpdesk Software is extremely important. This section outlines the features of one of the leading players called SiteHelpDesk. On their site they have a free download page also.

 

SiteHelpDesk Computer Helpdesk Software Features:

 

  • Single user interface from a web browser
  • No other client installation and most PC’s now have a browser preinstalled making the software immediately available to any one with network access and a link from a web or intranet site or know the support URL.
  • Customers or internal staff may log support calls themselves and are given a ticket number – this lets them know that the call has been logged and an action will follow. Email notifications may be automatically initiated but are unnecessary and just promote the excessive use of emails.
  • Access to the call history from the user/customer call log screen allows them to see the progress and status of the call they have logged without having to make follow up telephone calls, sending emails to the support desk or interrupting engineers out on call.
  • To further reduce the load on the helpdesk we provide definable FAQ’s (with attachments of documents), links to other useful internal or external web pages and a ticker that gets displayed to the customer when they enter the support site. These tools can pre-empt a support call and reduce the workload.
  • Common browser techniques ensure no training is required by customers/users even remotely familiar with a browser.
  • Intuitive work flows and automation ensures support staff can use the application with little or no training.
  • Enhanced with simple screen layouts ensures that technicians can quickly and painless maintain the system. This is especially important for technical helpdesk where staff is generally less prone to writing documentation or recording details of events.
  • The applications naturally provide an ‘out of the box’ Intranet for that department and all their documents may be held or linked to from there to compliment their support process.
  • To assist with recurring call types a quick call registration process is available with user defined templates of calls. This may be for an individual event such as unlocking a user account to multiple recurring events such as setting up a new user including a number of atomically generated calls for buying the PC, setting up their account, configuring, installing, training etc. There is also a button to instantly generate a new call from an existing one with all the same details brought across.
  • Scripts may be set up to ensure that the appropriate information is recorded against a call type. These can also provide some resolution suggestions with OK, yes/no and text entry prompts.
  • Follow up noted events may be recorded and Operators are presented with their scheduled actions when they access the helpdesk system.
  • Time tracking and recharging of the service costs.
  • To cater for emails requests that are received, there is integration with MS Exchange server to allow emails sent to a predefined support mailbox to generate a call when the email is opened.
  • Telephone support requests may be entered very quickly via the New Call screen which has specially designed rapid search techniques to ensure the customer is not left waiting while the call is logged. The same scripting may be applied to collect more relevant information or resolve the issue immediately.
  • SLA records and monitoring with traffic light flags to highlight calls that have exceeded the response or fix times along with email escalations and reports of the SLA target percentages achievement.
  • Controlled menu options access for Operators and permission may be set to disallow call ‘closure’ or’ reassignment to other Operators’ for each individual Operator.
  • Reporting is provided by ASP pages which provide drill down into more detail. There are also a number of automatically generated graphical representations. Crystal reports may be integrated but the flexibility of searches provided with user specified sort, display and the ability to export to Excel spreadsheets does not require it.

 

In recognition of the differences in support of internal and external customers, three versions of Computer Helpdesk Software are available, specifically designed for either general support (sitehelpdesk), IT support (sitenetdesk) or Customer support (sitewebdesk).

 

Many vendors attempt to wrap these up in a single application. This can makes their use overly cumbersome and some features rendered irrelevant, cluttering the process. We would suggest that ease of use is a very important issue. Please bear in your mind that we have provided this information for general information and don’t bear any responsibility, whatsoever!

Ready to buy? Order the Help Desk Toolkit today 

ComputerHelpDesk

Computer Help Desk

 

Computer Help Desk is now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the Computer Help Desk correctly can actually be a very daunting task. Tracking issues and help desk inquiries can be a virtual nightmare without the Computer Help Desk.

 

Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to maintaining relationships with customers and offering the kind of support and attention to detail that they require. And this is done correctly using Computer Help Desk. Are you looking for a solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers? If yes then you are bound to get enough information.

 

So what are the typical Computer Help Desk functions, and why are they offered? What should you actually be looking for in a Computer Help Desk solution? This section explains what the typical functions are, and offers broad information on Computer Help Desk systems.

 

Common functionality of Computer Help Desk systems can be summarized as below:

 

  • Computer Help Desk range in complexity from basic ticket logging to fully integrated CRM systems.
  • Computer Help Desk functionality is varied but the essential core elements are the recording and tracking of support requests.
  • Reporting is also key and often complimented by a third party application for user-definable reports.
  • Service Level management is often crucial to the Computer Help Desk process as a measure of its success this is usually an automated benefit of the helpdesk application.

 

Selecting the right Computer Help Desk is extremely important. This section outlines the features of one of the leading players called SiteHelpDesk. On their site they have a free download page also.

 

SiteHelpDesk Computer Help Desk Software Features:

 

  • Single user interface from a web browser
  • No other client installation and most PC’s now have a browser preinstalled making the software immediately available to any one with network access and a link from a web or intranet site or know the support URL.
  • Customers or internal staff may log support calls themselves and are given a ticket number – this lets them know that the call has been logged and an action will follow. Email notifications may be automatically initiated but are unnecessary and just promote the excessive use of emails.
  • Access to the call history from the user/customer call log screen allows them to see the progress and status of the call they have logged without having to make follow up telephone calls, sending emails to the support desk or interrupting engineers out on call.
  • To further reduce the load on the helpdesk we provide definable FAQ’s (with attachments of documents), links to other useful internal or external web pages and a ticker that gets displayed to the customer when they enter the support site. These tools can pre-empt a support call and reduce the workload.
  • Common browser techniques ensure no training is required by customers/users even remotely familiar with a browser.
  • Intuitive work flows and automation ensures support staff can use the application with little or no training.
  • Enhanced with simple screen layouts ensures that technicians can quickly and painless maintain the system. This is especially important for technical helpdesk where staff is generally less prone to writing documentation or recording details of events.
  • The applications naturally provide an ‘out of the box’ Intranet for that department and all their documents may be held or linked to from there to compliment their support process.
  • To assist with recurring call types a quick call registration process is available with user defined templates of calls. This may be for an individual event such as unlocking a user account to multiple recurring events such as setting up a new user including a number of atomically generated calls for buying the PC, setting up their account, configuring, installing, training etc. There is also a button to instantly generate a new call from an existing one with all the same details brought across.
  • Scripts may be set up to ensure that the appropriate information is recorded against a call type. These can also provide some resolution suggestions with OK, yes/no and text entry prompts.
  • Follow up noted events may be recorded and Operators are presented with their scheduled actions when they access the helpdesk system.
  • Time tracking and recharging of the service costs.
  • To cater for emails requests that are received, there is integration with MS Exchange server to allow emails sent to a predefined support mailbox to generate a call when the email is opened.
  • Telephone support requests may be entered very quickly via the New Call screen which has specially designed rapid search techniques to ensure the customer is not left waiting while the call is logged. The same scripting may be applied to collect more relevant information or resolve the issue immediately.
  • SLA records and monitoring with traffic light flags to highlight calls that have exceeded the response or fix times along with email escalations and reports of the SLA target percentages achievement.
  • Controlled menu options access for Operators and permission may be set to disallow call ‘closure’ or’ reassignment to other Operators’ for each individual Operator.
  • Reporting is provided by ASP pages which provide drill down into more detail. There are also a number of automatically generated graphical representations. Crystal reports may be integrated but the flexibility of searches provided with user specified sort, display and the ability to export to Excel spreadsheets does not require it.

 

In recognition of the differences in support of internal and external customers, three versions of Computer Helpdesk Software are available, specifically designed for either general support (sitehelpdesk), IT support (sitenetdesk) or Customer support (sitewebdesk).

 

Many vendors attempt to wrap these up in a single application. This can makes their use overly cumbersome and some features rendered irrelevant, cluttering the process. We would suggest that ease of use is a very important issue. Please bear in your mind that we have provided this information for general information and don’t bear any responsibility, whatsoever!

Ready to buy? Order the Help Desk Toolkit today 

HelpAndDeskAndSoftware

Help And Desk And Software

 

Help And Desk And Software is best described as a software system designed to accept a request from an end user, and process it in the form of a numbered ticket to be handled by an appropriate staff member – i.e., to render “help”. The solution presented for the request is then saved as part of database, which can be searched or edited. The database created by the free Help And Desk And Software over time creates an endless pool of knowledge from which to find answers to duplicate or similar requests in the future.

 

Help And Desk And Software can be set up to be used internally, where support staff can track inter-office queries, or externally, where the system can be set up to render assistance to outside parties such as website customers. AIM offers Help And Desk And Software systems specifically tailored for both uses.

 

Help And Desk And Software solutions offer enterprise level businesses a full complement of support options, allowing them to meet the growing service needs of internal end users and external customers alike. Such solutions deliver the ability to create, track, monitor, report on and close trouble tickets dealing with a wide range of customer or technical service issues.

 

 Help And Desk And Software solutions have long been widely deployed in the Fortune 500, but are now increasingly finding their way into midmarket enterprises. These smaller companies now see the value proposition of being able to handle customer or end-user service requests online, from a personal computer. AIM markets a full suite of helpdesk software solutions that meets the demands of both Fortune 500 companies as well as departments within those companies and midmarket firms.

 

A Help And Desk And Software package enables a company’s technical support staff access to a knowledgebase for troubleshooting and managing customer queries and problems. Help And Desk And Software has become a mandatory tool for companies that sell products. By optimizing support staff, a customer can resolve their issue faster, resulting in happier clientele and increased business sales. Web based help desk support software, like the HelpDesk Expert systems offered by AIM, allow support staff and customer access through an internet or company intranet connection. Benefits include 24 hour technical support capabilities and unlimited expansion potential.

Ready to buy? Order the Help Desk Toolkit today 

InternetHelpDesk

Internet Help Desk

 

The concept of the Internet Help Desk is to provide a proper online framework for the supply of support services to clients. Internet Help Desk can exist within an organization to provide IT or other technical support to the business’ employees or to provide support to the business’ customers. Alternatively, a business may contract-out the provision of Internet Help Desk services to a third-party.

 

Key features of Internet Help Desk:

  • Completely web-based
  • E-mail notifications
  • Can utilize Windows authentication, so you don’t need to manage another database of users
  • Allows for better communication between users and support reps: users can view progress on problems and submit additional information
  • Built-in reporting to keep track of support reps, which departments are making requests, and what types of problems are being reported
  • Easily customizable to fit your needs

 

The framework in which Internet Help Desk operates differs from previous ‘models’ of support services in the following ways:

 

  • Well-advertised and recognized point-of-access for clients (telephone number, e-mail contact, website)
  • Documented mission statements, call management procedures, customer service standards and quality assurance
  • Professional support personnel trained in the range of competencies required
  • Use of Information and Communication Technology (ICT) to implement and manage support calls

 

The Internet Help Desk is the ticketing system used by Office of Information Technology (OIT) staff to monitor progress on customer cases. With this system, it is possible for multiple staff members to work on one case at different times, and keep each other updated.

 

Each ticket gets a case number. This is an 8-digit number, and can be used to search for any cases on the Internet Help Desk ticketing system. If a customer has an issue, and has a ticket set up, they will then receive an E-mail with the case number, and case information. The customer will also receive an E-mail every time the case gets updated, and finally, an E-mail when the case is closed.

 

The Help Desk Online (HDO) system is an Internet Help Desk interface.  It allows you to directly submit requests for technical support, via your internet browser, to the Technology Help Desk.  The progress of a request submitted through the Internet Help Desk will be automatically e-mailed to you, as it is updated by the Help Desk.   You may also view the progress, review the case information, and add additional comments as the support work continues, via Internet Help Desk.

Ready to buy? Order the Help Desk Toolkit today 

InternetHelpdesk2

Internet Helpdesk

 

The concept of the Internet Helpdesk is to provide a proper online framework for the supply of support services to clients. Internet Helpdesk can exist within an organization to provide IT or other technical support to the business’ employees or to provide support to the business’ customers. Alternatively, a business may contract-out the provision of Internet Helpdesk services to a third-party.

 

Key features of Internet Helpdesk:

  • Completely web-based
  • E-mail notifications
  • Can utilize Windows authentication, so you don’t need to manage another database of users
  • Allows for better communication between users and support reps: users can view progress on problems and submit additional information
  • Built-in reporting to keep track of support reps, which departments are making requests, and what types of problems are being reported
  • Easily customizable to fit your needs

 

The framework in which Internet Helpdesk operates differs from previous ‘models’ of support services in the following ways:

 

  • Well-advertised and recognized point-of-access for clients (telephone number, e-mail contact, website)
  • Documented mission statements, call management procedures, customer service standards and quality assurance
  • Professional support personnel trained in the range of competencies required
  • Use of Information and Communication Technology (ICT) to implement and manage support calls

 

The Internet Helpdesk is the ticketing system used by Office of Information Technology (OIT) staff to monitor progress on customer cases. With this system, it is possible for multiple staff members to work on one case at different times, and keep each other updated.

 

Each ticket gets a case number. This is an 8-digit number, and can be used to search for any cases on the Internet Helpdesk ticketing system. If a customer has an issue, and has a ticket set up, they will then receive an E-mail with the case number, and case information. The customer will also receive an E-mail every time the case gets updated, and finally, an E-mail when the case is closed.

 

The Help Desk Online (HDO) system is an Internet Helpdesk interface.  It allows you to directly submit requests for technical support, via your internet browser, to the Technology Help Desk.  The progress of a request submitted through the Internet Helpdesk will be automatically e-mailed to you, as it is updated by the Help Desk.   You may also view the progress, review the case information, and add additional comments as the support work continues, via Internet Helpdesk.

Ready to buy? Order the Help Desk Toolkit today