Web Based Helpdesk Software - An Online Rescue Tool

2007-03-08 10:33:40

( Business )



Helpdesk is a customer service sector of an organization which is aimed at providing assistance to customers generally for technical support. Management of requests for help or assistance is through helpdesk software. The system was enhanced when the web based helpdesk software was developed.

A customer notifies the web based helpdesk regarding a problem. The request is assigned a ticket number or Local Bug Tracker (LBT) which contains the particulars of the problem. The problem with the stand-alone software is that there is a likelihood of duplication of ownership. Sometimes after responding to an email, one will find out that another helpdesk team member has already responded to the problem. Web based helpdesk software tends to eliminate such occurrence.

One reason why organizations turned to using web based software as a help desk solution is because it is favorable for companies with various branch offices and mobile employees. For assistance to their problems, employees just need to go to the help desk website to search for available information to solve their specific concerns or submit requests for help. On the other hand, support team go to the website to check on the pending help requests and respond to them. Helpdesk management software is integrated with the email system. Requests come as email notification to the helpdesk team and can also be closed therein.

Web based helpdesk software is also packed with other features such as inventory management and discussion forums. It has an issue escalator that recognizes the high priority request, an unclosed request which is past due. It also has a Due Date Reminder feature which sends out reminders before requests go past the deadline.

In terms of upgrades and installation, the web based help desk software is a winner. Upgrades are immediately accessible by users since upgrades are installed on the server. There is no need for upgrading individual computers. As such, web based software is a cost-effective tool in simplifying customer service.


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