Information Recording and Tracking

• What information do you want to record and track for each issue and help desk ticket?
• Do you manage and co-ordinate issues and requests into a ticket queues? HelpDeskSAAS allows you to define multiple ticket queues and record issues into queues based on different criteria.
• How do you categorize issues?
• Do you want to provide different views of the issue data?

For example, do you want a summary view optimized for fast logging issues and categorizing problems, and a detailed view for recording things such as how the issue was resolved?

Workflow and business rules

• What is your help desk process?
• Can you represent the path of an issue through the process as a sequence of steps, or decisions, such as New, Working, Waiting, and Solved?
• Who should have permission to make each decision? Who will be responsible for carrying out each step in the process?
• Do you need e-mail notifications to enforce ownership and accountability when ticket are submitted or solved and who needs to be alerted? What kind of data notification message should contain?

Roles and responsibilities

• What are the different roles and responsibilities of your help desk staff (such as help desk analysts and group leaders)?
• Can you divide customers and their users into groups?
• Do different groups have different requirements for the system? Do you need to restrict access to the system based on specific preferences of your clients and their clients?

For example, you probably want to give them only limited access to the system so they can submit new ticket and track their status. Help desk staff, on the other hand, will require greater access to the system.

There is no small organization or large corporate network remaining in business for longer without an adequate customer support service. Many firms have realized, as their marketplaces have become more global and service oriented, that customer support is critical to their competitiveness.

Customer support software and help desk software are useful aids to manage communications with both actual customers and potential clients. A typical help desk software package often includes a convenient way to record issues received by phone and by email, as well as those submitted via support ticket system.

Help desk software also contributes to enhance interaction between staff and customers that usually comprises knowledge and problem management, workflow, and data analysis. Detailed reports and analytic are basic to tackle effectively all those issues handled by the help desk software on a daily basis, but the software itself contributes also to develop teamwork efficiently.

Doing a research on a comparative basis among the different web-based customer support solutions available in the market will find that many of them are compatible with the traditional office software that is already in use, including Microsoft Outlook, Word, or Excel. This characteristic allows a seamless integration of new help desk software into traditional software applications, making easier updating contacts, sharing task, events, and bits of information already recorded elsewhere.

Just by adding customer support software or online help desk software to business, is adding value to the products and services, promoting tacitly trustworthy and customers’ confidence. Web-based service desk software improves productivity of the business and efficiency of workers, increasing also customer satisfaction and improving communication and troubleshooting. The Internet has literally deleted geographical frontiers.

The implementation of the help desk software is an excellent strategy for any business, reducing the need of toll-free hotlines, and saving money in long distance calls between offices, or those calls placed from customers located abroad.

Online customer support software is also a convenient way to obtain feedback from customers. Afterwards, the information obtained can be added to the help desk software database for further analysis and improvement of your business affairs.

New features for chart & report creation, enhanced knowledgebase article editing, four different layout design schemes, support ticketing software features in general, and much more.

On May 01, 2011, HelpDeskSAAS introduced Release 3 of its product line. Help Desk SAAS Software Version 3.0 provides important updates for chart and report creation, numerous data mapping enhancements, new features for knowledge base editing, almost totally new layout design, support for the latest versions of major browsers, much more!

You can access the new release using your current login credentials and learn more about HelpDeskSAAS. Visit the HelpDeskSAAS signup page to register for free 15 day Premium plan trial.

Help desk needs a scheme that works, and the first question that needs to be answered is: what you are really trying to accomplish with the classification and how do you plan to use this data?

Many help desk organizations use a simple Category / Type classification. The problem here and in any other classification is that technical staff do not perform classification and initial support, but relatively non-technical service desk agents and contact persons.

The initial classification does not need to establish root case or predict technical resolutions but rather to enable initial support. Support ticket classification and categorization necessarily becomes more refined as the ticket progresses and more is learned via the investigation or diagnosis activities.

When a ticket is initially recorded, the best that the analyst can typically do is to identify the service. In a further ticket processing, there should be an additional classification tag where the root cause can be documented and subsequently recorded and reported.

Using this approach, HelpDeskSAAS (Help Desk Software-as-a-Service) has established a support ticket Tags feature, which allow to record classification for initial support, as well as additional classification that determine the root cause. Both classification tags can be added to support ticket in any ticket state, and can be used for help desk reporting purposes.

This upgrade features an easy-to-use interface, improved Tickets mode browsing functionality. Further, the company launches its new tickets’ list tags, providing essential information in a format where clarity is the key feature.

If you are not registered your account yet, we invite you to register for free 15 day Premium plan or visit HELPDESKSAAS for more info.

From Publisher’s description:

HelpDeskSaaS is a Help Desk Software-as-a-Service for Customer Service and Support that combines help desk functions into one collaborative package intended for use in web B2B or B2C environments. Allow customers to access HelpDeskSaaS as a standalone web based help desk or as a part of your website pages. Whatever option you use, all the core functionality you’ll need to run and manage your customer service and support are included. It’s scalable – can be as simple or as sophisticated as your business needs.

Pricing: From 14,50 USD to 24,50 USD/Month/ agent; Free Plan also available.

Visit: http://www.helpdesksaas.com/

From Publisher’s description:

Mojo Helpdesk is a ticket tracking / help desk application that allows your organization to centralize, assign and track all your user requests, whatever they might be. You can use it to track customer and tech support requests, internal tasks management, website maintenance, or for anything that should not fall through the cracks. Mojo tracks requests till they get done…

Pricing: From 12,00 USD to 149,00 USD/Month/ agent; Free Plan available.

Visit: http://www.mojohelpdesk.com/

From Publisher’s description:

SmarterTrack 4.x is a powerful help desk application built for tracking, managing, and reporting on customer service and communications, including sales and support issues. Businesses can manage employees and company communications at distributed locations around the world from a Web browser—increasing the efficiency of virtual offices, mobile agents, and companies with multiple locations…

Pricing: From 79,95 USD /Year/ 5 agents; Additional modules available.

Visit: http://www.smartertools.com/

From Publisher’s description:

The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow…

Basic features:	★★★★★
Advanced features:	★★★★☆
Interface:	★★☆☆☆
Additional modules:	★★★★☆
Non-functional:	★★★★☆
Easy of Use:	★★★☆☆
Overall:	★★★¾☆

Pricing: From 75.00 USD /month/ agent for LITE ed; From 150.00 USD /month/ agent for PRO ed. Visit: http://www.webhelpdesk.com/

From Publisher’s description:

With ReadyDesk you can offer your customers several options to help them get their issues resolved quickly. They can open tickets from the customer portal, browse the support articles in the knowledge base for self service, create tickets automatically by sending you an email and even chat with you live online…

Pricing: From 29.95 USD /month/ unlimited agents

Visit: http://www.readydesk.com/