Web Help Desk

If you receive most customer service requests through email or through your website then web-based help desk software can help you manage it all. All correspondence can be kept together by using a tracking number in the email subject line which in itself will save a lot of time compared to digging through email folders.

Considerations

Below are some factors to think about when deciding whether web-based help desk software may be the right fit for you.

• Frequency of Use

  Are you having trouble organizing and keeping up with support requests?

• Group by Pool or Department

  Do you need to share tickets across multiple users or different groups?

• Email and Web Savvy

  Are your clients experienced using email and web sites for support?

• Application Type
  • Niche or General

    The solutions discussed here are general but niche solutions exist. There are help desk applications specifically for software firms that emphasize bug tracking and applications for asset issue tracking.

  • CRM Suite or Help Desk Only Application

    Web help desk solutions are also included in some Customer Relationship Management (CRM) applications so you will need to decide whether you want to go that route or stick with a help desk only application.

Features

• Web Issue Entry

  Create support requests from email or a web page.

• Issue Tracking

  Keep all related email messages together.

• Issue Routing

  Route support requests to members within groups.

• Instant Messaging (IM)

  Allow customers to start an instant messaging/chat session from your website. It is also possible to add IM functionality separately.

• Time Tracking

  Track the time it takes to respond to an issue or resolve it.

• Customer Knowledgebase

  Compile issues to create a knowledgebase that can assist other customers.

• Reporting

  Report on issues by date, status and customer

Implementation Options