Just what Helpdesk?

A Helpdesk offers a single point of contact between providers and customers over a day-to-day basis. According to ITIL (IT Infrastructure Library), it does not take focus for reporting Incidents (disruptions or potential disruptions operating availability or quality) as well as for users/customers making service requests (routine requests for services). When customers have an issue they want assistance with, they call the helpdesk for resolution. Having a single point of contact helps improve customer happiness and perception of your support services. Customers know precisely what to do and ways to get support with any issues they’re facing.

Just what Helpdesk Software?

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

How come you need helpdesk software?

If the company features a support element (whether internal or external, IT or non-IT related), you’d greatly benefit from using a helpdesk system.

Modern helpdesk systems help teams to be effective better by automating almost all of the tasks which were done manually plus providing a refreshing pair of self-help features for users/customers.

At one end in the scale, basic ticket tracking software enables helpdesk teams to solve calls end-to-end, in the logical order and track the job they’ve done. That is sometimes adequate in a company.

With the other end with the scale, you’ve got comprehensive helpdesk restore desk software that offer more complex functionality, from your automation of incidents/requests and communications through to problem management, change and release management, asset management, and complicated rules for priority allocation and ticket escalation. These comprehensive applications are typically employed by companies working within ITIL or another similar framework, whilst they can also be used by smaller companies trying to embrace such frameworks.

Should your helpdesk make an effort to SLAs and OLAs, you’ll soon see that tracking performance is an arduous task without having a dedicated helpdesk system. The subtle tracking and analysis tools within these applications enable management and team leaders to extract detailed analytics with the phone. If your organization has chosen to monitor the performance in the helpdesk team using KPIs, a fantastic application should enable you to pre-set these metrics and provide detailed reports upon your KPIs on demand.

In summary, the main advantages of using a helpdesk system can include

Provide a single point of contact on your users

Provide 24/7 support for your customers by way of a dedicated web portal

Track your support calls end-to-end

Provide self-help pages for your customers as knowledge bases

Provide detailed reports on your support function

The Rhea Helpdesk Software has each of the features in the list above plus more.

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