Just what Helpdesk?
A Helpdesk supplies a single point of contact between service providers and customers with a day-to-day basis. As outlined by ITIL (IT Infrastructure Library), oahu is the focal point for reporting Incidents (disruptions or potential disruptions operating availability or quality) and then for users/customers making service requests (routine requests for services). When customers have an issue they need assist with, they speak to the helpdesk for resolution. Developing a single point of contact helps improve client satisfaction and perception of your support services. Customers understand specifically where to go and the ways to get support with any issues these are facing.
What is a Helpdesk Software?
A helpdesk software automates the jobs from the helpdesk. It has a 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.
So why do you may need helpdesk software?
Should your company carries a customer 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 function more proficiently by automating most of the tasks that were done manually and in addition providing an abundant group of self-help features for users/customers.
On one side from the scale, basic ticket tracking software enables helpdesk teams to settle calls end-to-end, in a logical order and track the project they've done. This really is sometimes adequate in a company.
At the other end in the scale, you have comprehensive helpdesk restore desk software that provide more complex functionality, through the 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 software solutions are mostly used by companies working within ITIL or another similar framework, whilst they may also be used by smaller companies seeking to embrace such frameworks.
In case your helpdesk try to SLAs and OLAs, you will soon find that tracking performance is usually an arduous task with no dedicated helpdesk system. The sophisticated tracking and analysis tools with these applications enable management and team leaders to extract detailed analytics with the phone. In case your organization has decided to monitor the performance with the helpdesk team using KPIs, a good application should enable you to pre-set these metrics and create detailed reports against your KPIs on demand.
In conclusion, the benefits of having a helpdesk system may include
Give you a anchorman of contact to your users
Provide 24/7 support in your customers via a dedicated website
Track your support calls end-to-end
Provide self-help pages to your customers available as knowledge bases
Provide detailed reports on your support function
The Rhea Helpdesk Software has full functionalities in the above list plus much more.
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