Solution Overviews » Customer Service » Web Help Desk

Web Help Desk

Author: TechShortcut Staff | Article updated: December 4, 2008

  1. Overview
  2. Option Comparison
  3. Next Steps

1. Overview

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

1. In-House Help Desk Software 2. Internet Help Desk Service

Software is installed on a server or web server.

Rather than add software to your web server, you can use an Internet service that will host the application for you.

2. Option Comparison

1. In-House Help Desk Software 2. Internet Help Desk Service
Requirements Typically a web server with database software none
Cost Factors Hardware
see requirements none
Software
Help desk software n/a
Labor
Installation, configuration and maintenance. Configuration
Services (approximate costs)
na Service costs are typically per user per month

3. Next Steps

You will want to evaluate your current customer service staff costs and typical tasks to determine whether a web help desk can lower your support costs and lead to happier customers.

1. In-House Help Desk Software 2. Internet Help Desk Service
General Advice Can be a good choice if you are tech savvy and already have a web server. Can be a good choice if you are short on startup costs or if you are not sure whether it is the right fit.
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Examples of Products and Services

These are not endorsements, simply some product or service names we encountered in our research to get you started finding your best fit.
  • 1 Offers a free version
  • 1 Offers a free version

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