SoftGuide > Functions / Modules Designation > HelpDesk
HelpDesk

HelpDesk

What is meant by HelpDesk?

"HelpDesk" refers to a software solution or system used for managing and addressing customer inquiries, support tickets, or issue reports.

Typical functions of software in the "HelpDesk" area include:

  1. Ticket Submission: The ability for customers to submit inquiries or issues through various channels such as email, phone, or web forms.

  2. Ticket Assignment: Automatic assignment of incoming tickets to specific support agents or teams based on defined rules or criteria.

  3. Ticket Tracking: Continuous tracking of ticket status from submission to resolution to ensure no requests are overlooked.

  4. Prioritization: The ability to prioritize tickets by urgency or severity to ensure critical issues are addressed and resolved promptly.

  5. Ticket History and Communication: Logging of all interactions and communications related to a ticket, including comments, attachments, and internal notes.

  6. Knowledge Base: A central repository of knowledge containing frequently asked questions (FAQs), troubleshooting guides, and other relevant information to efficiently address recurring issues.

  7. Reporting and Analysis: Generation of reports and analysis on support performance, such as response times, resolution times, and customer satisfaction, to assess performance and make improvements.

  8. Automation: Automation of repetitive tasks and processes to increase efficiency and reduce response times.

  9. Self-Service Portal: A portal that allows customers to solve their own issues or find answers to their questions without directly interacting with a support agent.

The function / module HelpDesk belongs to:

CTI

IT Service Management (ITSM)

Software solutions with function or module HelpDesk:

ROBERT KNOWS
 
 
 
 
 
 
Inventory management / Contracts / Licenses / Helpdesk
MService
MService
 
 
 
 
 
 
All-In-One-Software
Project planning, project steering, project controlling, time management - 100% web based
EcholoN Service Management Suite
EcholoN - holistic service management
Odoo-ERP
Odoo-ERP
 
 
 
 
 
 
Modular business software
HEINZELMANN Service.Desk
Helpdesk-Software / IT-Service-Management-Software
elKomBI
elKomBI
 
 
 
 
 
 
Controlling software for analysis, planning and reporting with IBM Planning Analytics TM1
audius.CRM Mobile Service – Field Service Management
The comprehensive solution for technical field service based on Microsoft Dynamics 365
SERVICEPORTAL (MR.KNOW)
The solution for service companies, in-house service providers and site services
Show all 22 programs with HelpDesk