Helpdesk Software

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  • Quality Measures and the Help Desk

    An abstract idea remains abstract until it is successfully quantified. Defining quality and understanding its role is always subject to interpretation, resulting in the need to measure the effect of quality practices.


  • Developing Support Team Skills

    Increasingly the support center is becoming a vital area in the office environment. In crisis situations the first call made is usually to the support center. Even in the smallest of organizations the role of the support analyst, also know as the computer expert, is a well defined entity. The support analysts are the ones that we count on to recover lost documents, revive dead computers, import/export files, and to provide crucial reports for presentations. A growing expectation is to have reliable and knowledgeable people in the analysts role, a benefit to every organization.


  • Using Help Desk Software to Improve and Boost Efficiency

    The computer age has broken many barriers and has a finger in almost every aspect in our daily lives. It has made life easier for so many businesses and has eliminated the need for countless hours of manual labor. In the world of customer service, computers have provided efficient and expeditious service in catering to all the customers needs.


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  • Documenting the Help Desk Contribution to the Organization

    When the phone stops ringing, we may find time to reflect on the position of the help desk in the organization and its continuing contribution to an organization's success. Position and contribution are at the heart of budgeting, adjusting resources, and prioritizing customer calls. We know that the help desk that allows itself to function on the periphery of the business will probably not achieve its full potential and consequently will have difficulty identifying a contribution, let alone documenting it. To start we must identify appropriate measures. The precise nature of the contributions frequently eludes help desks that measure their success by the simple metrics, such as average calls closed per day or average time per call. We must not ignore call content and trends. Statistics should be compiled that indicate the customer perception of our support and the value of the support provided.


  • Numara Track-It 8 helpdesk software

    For a helpdesk application, Track-It 8 from Numara Software is unusual in that it's very much aimed at the smaller company looking for a complete solution. Despite this, it doesn't try to do too much, concentrating on the delivery of core helpdesk and asset management features. The latest Track-It 8 release is available in several formats, from an entry-level standard edition (from £295 ex Vat) able to support one technician and 25 assets, to the enterprise edition we looked at, which can accommodate five technicians and 100 assets.


  • Increase ROI and Lower Help Desk Operating Costs with BridgeAccess

    It has been well proven that companies save on support costs when they provide an online support tool to their customers. BridgeAccess is an customer support software for self-help that enables customers to take an active role in submitting and updating their support requests to your help desk, as well as access information that will help them resolve their own issues before an issue ticket is created. The cost benefits to help desk operations increase even more when customers can search for answers to their own issues via a Knowledge Base library of support Articles.


  • Helpdesk software - possibly interesting to look at

    There's always the continuing need to streamline, improve your internal and external services. One way to improve, is to improve the management of your service. Hopefully the following tools are a baseline for a problem, ticket management system.


  • Help Desk Software for Customer Support

    Tracking help desk support issues and customer service inquiries can be a virtual nightmare without the right tools and helpdesk application. Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to managing customer relationships and providing great customer support. Are you looking for a help desk support software solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers?


  • Powerful Help Desk Software & Customer Support Management System

    Desklance is a feature packed web based Support and email management application designed to streamline the operation of managing emails or support requests, with built in tracking and response logging it is an ideal Support solution for companies with one or more members of staff or for those who want to organise client support. As Desklance is a web based Support, your staff can also use it while on the move. And customers can send requests in using their normal email client. Try the online demonstration of our software, or read the feature list for more information.


  • HELPDESK FOR SYSTEM-ENGINEERS

    Support for system engineers provided by the University Computing Centre within the academic community is organized in several ways:


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