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Full 3D Game Download 128X160 Java more. Some systems allow users to link incidents by issue type, so responders can refer back to a resolved issue when they encounter a similar problem.Example of incident linking from Zendesk.Common Features of Help Desk Software.In addition to this core functionality, the best help desk support software vendors might offer some or all of the following differentiating capabilities.Knowledge management system.This describes a repository of descriptions to common or previously resolved problems.These resources might be available publicly via a customer self service website, or reserved for internal use by CSRs and technicians.Most knowledge bases incorporate advanced search technologies to help users find the the right answer.Some may autosuggest queries or articles as the user types.Self service. Customers use these online portals to search for solutions to their problems.Self service resources can include product documentation, downloadable patches, searchable FAQs, how to pages or forums and other types of user communities.If the customer cant find a solution, self service tools often let them submit issues online.IT asset management systemsnetwork management.Asset management tools inventory and track changes to hardware and software configurations, while network monitoring tools oversee the health of servers and other network components.These functions are sometimes offered through integrations with IT service management ITSM tools.Reporting. Management uses reporting tools to monitor overall service desk performance and agent productivity.Performance metrics frequently include total open issues issue resolutions by date, shift or agent average time to resolution customer satisfaction and more.Mobile support. Many vendors offer a mobile Web or mobile application version of their solution.Agents use these tools to manage tickets, record customer data, access the knowledge base, view reports and perform other issue resolution activities from their smartphone or tablet.Service Level Agreement SLA management.SLAs guarantee to customers that issues of a certain type will be addressed or resolved within a certain time frame, among other service guarantees.These features allow users to set prioritization triggers, automatic escalations and other custom rules to ensure applicable issues are handled in compliance with an SLA.Remote control. This module allows technicians to access and control a customers computer from a remote location, facilitating remote diagnosis and resolution with minimal customer involvement.Why Do I Need Help Desk SoftwareImagine an employee clicks on a Malware infected link in an email.The virus attacks their computer and systematically copies and erases all their files.But it gets worse.That email was sent to everyone in the company.While IT scrambles to take calls, employees continue to open infected emails, sensitive company data is exposed and work time is lost while employees wait for help.Without the right softwareor an army of IT staffersthis problem could take a millennium to untangle.Instead, the IT responder could create a digital trouble ticket when the first call came in.As he or she figured out the solution or escalated it to the appropriate team, they could record that information in the knowledge base.Then for every subsequent call, the service desk would have the answer ready and waiting to respond with a template email.At the same time, the help desk could post that information in a self service forum or employee accessible knowledge base to cut down on calls and service requests.Once the problem was solved, management could use analytics to evaluate the response time and process to make improvements in the event of another Malware incident.As this example demonstrates, help desk software allows companies to quickly address IT crises.At the same time, organizations gain efficiency in ongoing IT management duties.This includes savings through automation, workflow tools and self service.Many systems will integrate best practices from the ITIL IT Infrastructure Library, which is a globally recognized set of guidelines for the IT Service Management industry.Properly implemented, help desk systems can improve operations in five primary ways Minimize employee work lags from unsolved tech issues Automate issue triaging, escalation and prioritization Reduce manpower costs through self service Identify and address recurring issues and,Provide transparency into every service request from creation to resolution.Benefits of Help Desk Software.Better problem tracking and organization.Help desk systems increase organization by providing a single repository for agents to enter, track and resolve cases.This prevents issues from falling through the cracks.Users also increase efficiency with workflow rules that standardize business processes.Reduced service costs.These systems automate processes so agents can handle issues faster and process more per day.This increased productivity can reduce the number of agents needed.Reporting also enables managers to identify and address drops in productivity, so they dont continue to impact performance.Increased customer satisfaction.Whether internal or external, customers who have their issues resolved quickly are naturally more satisfied.For incidents that require more time to resolve, customers are still more satisfied having their issue acknowledged immediately and escalated efficiently.Improved knowledge sharing.This technology documents successful resolutions and makes them searchable, so agents can quickly recall and reuse past solutions to a recurring issue.In some cases, solutions can be automatically entered into a knowledge base to facilitate customer self service.Market Trends to Understand.Its important to keep the following industry trends in mind when conducting your help desk software comparison.Social media integration is becoming a help desk software mainstay.A recent NMincite report found that as many as 4.Facebook, Twitter and other social channels.As a result, companies need tools for processing these issues just as they would tickets from any other channel.Vendors such as Desk.Zendesk now integrate with social to automatically prioritize and route such requests. |
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