Help Desk Software: Key Features

• Recording and tracking of customer queries and internal requests as well as the actions and tasks related to these.

• Logging of requests generated through various channels such as inbound mails, manually entered requests, online forms, and telephone calls.

• User-defined assignment of levels and priorities to the requests.

• Activity tracking from start to finish.

• Work-flow management to ensure timely escalation to responsible authority so that the SLA terms are met.

• Apportioning of a single request into smaller tasks with deadlines and accountability assigned.

• Scope for detailed comments and generating the history of a given request.

• Uniform and consistent format for representing data and facts.

• Integration with Contact Management software to automatically populate caller details.

• Data security at all levels.

• Dispatching of emails from within the helpdesk system.

• Internal knowledge base to help in diagnosing problems and facilitating self-service.

• Short keys for quick filling of forms and a library of standard responses and comments.

• Statistical tools to identify trends in defect types, defect rates, customer requests, etc.