Before you invest any time and money in searching for a help desk solution, it is important that you do a check on how best your business can benefit from deploying a help desk solution.
Check if your business would be better served by a more formalized approach to problem resolution so that [...]
There are many advantages, benefits and features help desk software has to offer. The benefits can be divided into benefits for users, benefits for helpdesk staff, those for the management, and those for the enterprise.
End-user benefits
A single reference point for reporting issues. A common point-of-call helps save time and [...]
You need to consider your requirements and IT capabilities before you assess help desk software with respect to your expectations from it. Would you want to outsource your help desk capabilities or would you rather have them in-house. Both have their benefits depending upon your needs and goals. Get answers to [...]
Latest trends in help desk software show that phone-based support is still the most popular. The cost of phone-based support is going down all the time.
The number of incidents is on the rise; support organizations state that this is due to the increase in frequency of upgrades and new installations.
Within the [...]
Buying and installing help desk software on a business’s own servers does make the company the “owner” of its support operations. This “ownership” often provides a feeling of security, even if security is not actually increased. The main advantage of having installed software is that it involves a one-time purchase fee with no ongoing rentals [...]
SMS is now a widely accepted form of communication as is it even used for sophisticated high end commercial messaging. Having a help desk SMS option available will benefit both users and help desk operators in myriad ways. Of these, the top four reasons for integrating SMS into help desk operations are:
Accessibility & Convenience: With [...]
A business cannot afford to have an office in every location where it has commercial operations. This means that more and more people are traveling and this mobile workforce has special support needs. Mobility is not only a matter of people who travel to far away locations. With laptops, mobile phones and smartphone devices being [...]
It is easy to become complacent about a business’s help desk. As long as the number of service requests is within reason and there is no negative feedback, it is often presumed that all is well and that there is no need to switch over to a modern web based help desk platform. Unfortunately, there [...]
