Welcome to the definitive directory and guide to
On-Demand Help Desk Software, and articles with links to popular
On-Demand Help Desk Software, websites and tutorials. Whether you are looking for a
hosted help desk software solutions or just want to learn more about the topic
in general, this website should help you getting started. Please see below for list of popular
On-demand help desk software solutions, providers, and directories, recommended articles and web links.
What's On-Demand Software?
On-Demand Software is a software delivery model in which application software
is delivered to users via a web browser. Users do not buy the license for the
software, but only a right to use it on a subscription basis. A user may
subscribe to all the features/functionalities of the software or just a portion
of them. Also On-Demand Software can be defined as the SaaS model
as hosted software and/or hosted application.
The software resides on a central server and not on the customer's computer.
The user accesses the application via a web browser and the
On-demand provider is
responsible for software maintenance and performance. The primary value delivered by
On-demand is the continuous and ongoing support for the application by the service
provider. Network-based access allows maintenance, support and upgrades to the
software from the provider's data center
What's Help Desk Software?
A help desk software is an information and assistance
resource that provides the users a central point to receive help on
various computer issues. The help desk typically manages its requests
via incident tracking system, that allows them to track user requests
with a unique ticket number.
On-demand help desk software solutions and providers
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Avensoft
Features include user self help portal, knowledge
management, service management, product catalog, asset
management, billing, service level agreement, Active
Directory integration. Price: $ 15,00 /1 rep/month.
Bankoi
Helpdesk/email management application designed to streamline the operation of
managing emails or support requests. Built in tracking and response logging.
Price: $ 15,00 /1 rep/month.
bigWebDesk
Service request/helpdesk and asset management software solution. Price: $ 163,00 /50 rep/month.
ezSupport
Easy-to-use customer support solution that helps eliminate many of the customer emails
and gives a robust and scalable system that expands. Available version for
integration with eBay. Price: $ 39,95 /1 rep/month.
CRMdesk
Cost-effective solution. Combines features with an elegant user interface, allowing
seamless integration with customer's website. Price: $
49,00 /5 rep/month.
h2desk
Integrated knowledge base, file management,
troubleshooter, self-service and mobile support. Price: $
19,00 /1 rep/month.
Elementool
Offers bug-tracking, time-management and help-desk
software. Price: $
69,99 /1 rep/month.
-
Consultant's Help Desk
Integrated set of help desk tools; service requests, inventory, sales, billing,
a knowledge base, task calendar. Price: $ 25,00 /1 rep/month.
-
HelpDesk Connect
Simple web based help desk solution. Featuring bulletin board style communications,
file attachments, e-mail based ticket submission, automated escalation and
embedded customer database. Price: $ 19,00 /1 rep/month.
-
Alcea Technologies
Alcea's FIT | IssueTrack implements an issue tracking solution using a template tailored
to team oriented issues which must maintain ownership and follow a structured
process. Price: $ 6,90 /1 rep/month.
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HelpDesk Pro
Incorporating auto-emailing, auto-SMS messaging, asset database,
alert whiteboard system, and asset barcode generator. Price: $ 29,00 /20 rep/month.
SupportPortal
Integrated with user forum and live chat functions and features. Price: $ 10,00
/1 rep/month.
-
HelpSpot
Simple and one of the best in the class. Strong
developer API, mobile support, and more. Price: $ 10,00
/1 rep/month.
-
Numara TrackIT
Numara shosted solution is ideal for organizations of any size that want to
centrally manage and automate their customer support, service desk solution, or
other request-driven processes, but don't want to manage IT infrastructure.
TheMind
The Issue Tracking product is a comprehensive solution for managing internal help
desk issues, tracking product defects and bugs, and managing customer support
requests. Price: $ 10,00 /1 rep/month.
Articles and recommended links
Key concepts and features
If you are new to on-demand help desk software, please see below for a short summary of the key concepts and features
of help desk software and solutions. This should also be a good starting point to learn more about
the most important features when evaluating and selecting a
on-demand help desk software.
[Basic]
Requests Submission
Customers are able to ask, review or update questions to
the support staff.
[Basic]
Customer Questions Management
Ability to resolve or update customers' questions as
well as searching through a questions database for a
related answer.
[Basic]
Automatic email notifications
The system automatically notifies support staff when the
new request has been sent or when the existing issue
information was updated by the customer.
-
[Basic]
Security
The site is secured by a unique User ID / Password
combination to prevent unauthorized access to the site.
-
[Basic]
Assignment Rules
The system allows setting rules for automatic questions
assignment to customer service representatives according
to the product, company or domain.
-
[Basic]
Escalation Rules
Ability to set rules for automatic escalation of
customer request according to the time, status, product
and other criteria.
-
[Basic]
Role-based permission
Ability to manage user access rights for different site
resources, as tabs, reports, and forms.
-
[Basic] Reports
Build-in reports to gather statistical informational
with optional charts.
-
[Basic] Spell
Checker
Checks spelling online in customer support replies.
[Basic]
Response Templates
Ability to create typical response templates to
streamline support staff answers.
-
[Basic]
Staff Management
Ability to create, update and delete support staff
records.
-
[Basic] FAQ
Knowledgebase Management
Customer support staff has an easy way to create and
update the FAQ Knowledge base records or to search
through FAQ database for a related answer.
[Advanced]
FAQ / Knowledge Base access restriction
Access to certain FAQ topics may be restricted for each
customer individually.
[Advanced]
E-mail Interface
Allows customers to submit requests via email.
Attachments will be linked to the request.
[Advanced]
Mail Rules
Ability to assign certain products/services for
different groups of questions coming through email
interface.
[Advanced]
Custom Fields
Ability to create custom fields for the user
registration and request forms.
-
[Advanced]
SSL security option
Secure customer communication through the on-demand site
using 128-bit encryption.
-
[Advanced]
Custom Registration Integration
It's often useful to log and watch variable values separately from log messages in order to
follow variable values and system information such as database connections, thread count and
memory usage.
[Advanced]
Product/Service Management
Ability to create, update and delete your company's
support site product/service catalog.
[Advanced]
Easy Customization
All features may be customized through easy to navigate
web-based forms.
[Advanced]
Newsletters wizard
Allows sending newsletters to customers.
[Advanced]
Third-party Software Integration
Ability to integrate with third-party software products.
[Advanced]
Web-Query
Ability to create web-query to the database. Query
result is available in the XML or HTML format.
[GUI] Highly
customizable
Ability to change customer desk appearance.
[GUI]
Multilingual user interface
Ability to use, change and add multiple user languages.
[GUI]
Integration with website
Designed and developed to allow fast and complete
integration with existing customer's website.
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