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Just what is a Helpdesk?
A Helpdesk provides a anchorman of contact between providers and customers on a day-to-day basis. According to ITIL (IT Infrastructure Library), oahu is the focal point for reporting Incidents (disruptions or potential disruptions operating availability or quality) and for users/customers making service requests (routine requests for services). When customers have an issue they desire assist with, they call the helpdesk for resolution. Developing a single point of contact helps improve customer happiness and thought of your support services. Customers specifically which place to go and the ways to get support with any issues they are facing.
What is a Helpdesk Software?
A helpdesk software automates the tasks from the helpdesk. It provides a set of tools to log, track and resolve support calls. A helpdesk software can be quite a simple Issue Tracking system or even tho 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’ll greatly benefit from by using a helpdesk system.
Modern helpdesk systems help teams to be effective more proficiently by automating the majority of the tasks which were done manually as well as providing a refreshing set of self-help features for users/customers.
On one side from the scale, basic ticket tracking software enables helpdesk teams to eliminate calls end-to-end, within a logical order and track the task they have done. This is sometimes adequate in a smaller company.
With the opposite end in the scale, you might have comprehensive helpdesk and service desk software that offer more advanced functionality, from the automation of incidents/requests and communications to problem management, change and release management, asset management, and complicated rules for priority allocation and ticket escalation. These comprehensive applications are mostly used by companies working within ITIL or another similar framework, although they could also be used by smaller companies trying to embrace such frameworks.
If the helpdesk try to SLAs and OLAs, you’ll soon discover that tracking performance is an arduous task with out a dedicated helpdesk system. The sophisticated tracking and analysis tools with these applications enable management and team leaders to extract detailed analytics on the phone. In case your organization has chosen to monitor the performance from the helpdesk team using KPIs, an excellent application should let you pre-set these metrics and produce detailed reports against your KPIs at will.
To summarize, the main advantages of developing a helpdesk system might include
Supply a anchorman of contact for your users
Provide 24/7 support to your customers with a dedicated website
Track your support calls end-to-end
Provide self-help pages on your customers by means of knowledge bases
Provide detailed reports on your own support function
The Rhea Helpdesk Software has each of the features in the list above and much more.
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