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.

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The function / module HelpDesk belongs to:

CTI

IT Service Management (ITSM)

Software solutions with function or module HelpDesk:

MService
MService
 
 
 
 
 
 
All-In-One-Software
Service Portal ERP
 
 
 
 
 
 
Organization and management of service requests
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
USU IT & Enterprise Service Management
Product suite with field-tested modules for IT and enterprise service management
HEINZELMANN Service.Desk
Helpdesk-Software / IT-Service-Management-Software
SERVICEPORTAL (MR.KNOW)
The solution for service companies, in-house service providers and site services
authensis ACHAT
 
 
 
 
 
 
Smarte Software für exzellenten Kundendialog
Asset.Desk
Asset.Desk
 
 
 
 
 
 
Inventory, asset and lifecycle management, licence and contract management and much more.
CAS genesisWorld
CAS genesisWorld
 
 
 
 
 
 
The flexible, complete CRM system for all areas of your company
Show all 24 programs with HelpDesk