In today’s competing world, the arrival of Internet has made Help Desk Software a necessity especially in online businesses. Help Desk is a department within the company that is meant for clearing user’s technical doubts. In a business enterprise, any user of information technology can use help desk when they are stuck with a problem. Help desk contain a group of expertise who can handle the problems that comes in and can assist their customers. E-mail, telephone, BSS, fax, etc are the different medium used by help desks to answer these queries. There are help desk software available for analyzing problems that arise and also to keep track of the status of these problems. In different words Help desk is a different version of call centre, where customers call to this place for clearing queries on products, to place orders and so on. Small hosting business can maintain their support issues using online help desk software and this can enrich their growth because any internet browser will let you access online help desk software easily. Suppose if a ticket is posted then you will not have to spend time in hunting where the message is, as all the messages sent are routed. So it can be easily sorted out. Customer satisfaction is the most important factor for any online business, because it is the key to success. These days most of the major companies arise with a number of issues, managers can keep in track of these issues in an efficient way only with the help of help desk software. Such a system will let the user create a detailed information on the Problem detected and is forwarded to the corresponding technical department.
Following are the functions of a help desk:
- There is only one point of contact for the user to communicate their problems with the help desk.
- The help desk software is used to deal with the incoming and outgoing communications.
- Various other software applications are there to support this help desk software.
- This software has Local Bug Tracker which can track the user query with a specific number.
- This software comes along with a user guide and it so it is user friendly.
- It also has an additional feature i.e., inbuilt spam safeguard that will make sure no spam mails enter your inbox.
- The most advantageous feature is its centralized email queries i.e., it can troubleshoot the errors in a faster rate.
- This also has a calendar feature that will let you schedule the events that take place and allows all the users to view this.
- This support software has knowledge base software that will help support team to resolve the issues in a short time.
The features mentioned above can increase the performance of your company. It is not necessary that the help desk software you go for should be expensive, as there are many such software available in the market as well as you can find free help desk software in the internet that you can download for free.