"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:
Ticket Submission: The ability for customers to submit inquiries or issues through various channels such as email, phone, or web forms.
Ticket Assignment: Automatic assignment of incoming tickets to specific support agents or teams based on defined rules or criteria.
Ticket Tracking: Continuous tracking of ticket status from submission to resolution to ensure no requests are overlooked.
Prioritization: The ability to prioritize tickets by urgency or severity to ensure critical issues are addressed and resolved promptly.
Ticket History and Communication: Logging of all interactions and communications related to a ticket, including comments, attachments, and internal notes.
Knowledge Base: A central repository of knowledge containing frequently asked questions (FAQs), troubleshooting guides, and other relevant information to efficiently address recurring issues.
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.
Automation: Automation of repetitive tasks and processes to increase efficiency and reduce response times.
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.