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 on’demand solutions. This should also be a good starting point to learn more about the most important features when evaluating and selecting a help desk software on-demand.

Basic

• Requests Submission
  Customers are able to ask, review or update questions to the support staff.
• Customer Questions Management
  Ability to resolve or update customers’ questions as well as searching through a questions database for a related answer.
• 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.
• Security
  The site is secured by a unique User ID / Password combination to prevent unauthorized access to the site.
• Assignment Rules
  The system allows setting rules for automatic questions assignment to customer service representatives according to the product, company or domain.
• Escalation Rules
  Ability to set rules for automatic escalation of customer request according to the time, status, product and other criteria.
• Role-based permission
  Ability to manage user access rights for different site resources, as tabs, reports, and forms.
• Reports
  Build-in reports to gather statistical informational with optional charts.
• Spell Checker
  Checks spelling online in customer support replies.
• Response Templates
  Ability to create typical response templates to streamline support staff answers.
• Staff Management
  Ability to create, update and delete support staff records.
• 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.
• E-mail Interface
  Allows customers to submit requests via email. Attachments will be linked to the request.
• Mail Rules
  Ability to assign certain products/services for different groups of questions coming through email interface.
• Custom Fields
  Ability to create custom fields for the user registration and request forms.
• SSL security option
  Secure customer communication through the on-demand site using 128-bit encryption.
• 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.
• Product/Service Management
  Ability to create, update and delete your company’s support site product/service catalog.
• Easy Customization
  All features may be customized through easy to navigate web-based forms.
• Newsletters wizard
  Allows sending newsletters to customers.
• Third-party Software Integration
  Ability to integrate with third-party software products.
• 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.
• Multilingual user interface
  Ability to use, change and add multiple user languages.
• Integration with website
  Designed and developed to allow fast and complete integration with existing customer’s website.