What is Helpdesk software?

4 Helpdesk is a central point for customers to contact in case of a problem or query. The customer can use it to obtain information before making or after purchase if the customer is experiencing the product's problems. In today's technologically controlled world, Helpdesk software is an essential part of the service customer relationships.

Traditionally, access to the company was access to the company. This structure has many inherent weaknesses. For example, customers must generally wait a long time for the operator to reach the line. In the Internet era, however, the helpers are reachable every hour of each day via e -mail or web forms. This eliminated the need for companies to constantly expand their phone management systems. Level 1 usually deals with simple problems or questions. These are types of questions that usually occur on a sheet of frequently asked questions (FAQ). Level 2 and higher usually process more complex, more detailed problems. Helpdesk J Softwaree usually organized in a similar way. The ticket number is also known as the local errors (LBT). Each ticket has details of the user's problem.

If the problem can be solved at level 1, the Helpdesk software closes the ticket. The ticket is also updated with a document that refers to other HELPDESK techniques. However, if the problem cannot be solved at level 1, Helpdesk software corresponds corresponding to the ticket and sends it to level 2.

There are several qualities that the company should search when buying Helpdesk software. Adjustment is perhaps the most important characteristic, because the needs of the Helpdesk of each company differ. Therefore, Helpdesk software should meet the company's specific requirements. If, for exampleTačem (PC) from his software for help. If the company provides services to external customers, its Helpdesk software can support logging and building a knowledge base.

Compatibility is also necessary for Helpdesk software. Ideally, it should easily integrate with existing hardware and software. It should also be compatible with the current operating system and the e -mail system.

Flexibility is also important for Helpdesk software. Different departments within the company organization may have specific needs. Helpdesk software should be able to meet these needs - when adding special Fields in molds, for creating separate databases, compilation of specialized messages.

Helpdesk software should also contain scalability. If it is limited to certain specifications, it can brake the company's growth and can ensure that another HELPDESK software package must be purchased. HelpDesk Problems Management Software capable of working with moreDatabase systems are usually an ideal, smallest solution.