Just what is a Helpdesk?
A Helpdesk provides a anchorman of contact between service providers and customers with a day-to-day basis. According to ITIL (IT Infrastructure Library), it's the focus for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users/customers making service requests (routine requests for services). When customers have an issue they desire help with, they call the helpdesk for resolution. Developing a anchorman of contact helps improve customer happiness and thought of your support services. Customers know precisely where to go and ways to get support with any issues they are facing.
Exactly what is a Helpdesk Software?
A helpdesk software automates the tasks with the helpdesk. It possesses a great tools to log, track and resolve support calls. A helpdesk software is actually a simple Issue Tracking system or even tho it's a fully evolved Service Desk software suite.
Exactly why do you need helpdesk software?
If the company includes a customer support element (whether internal or external, IT or non-IT related), you'd probably greatly take advantage of by using a helpdesk system.
Modern helpdesk systems help teams to function more proficiently by automating a lot of the tasks that were done manually and in addition providing a refreshing list of self-help features for users/customers.
On one side in the scale, basic ticket tracking software enables helpdesk teams to solve calls end-to-end, in a logical order and track the job they have done. This really is sometimes adequate in a smaller company.
In the opposite end from the scale, you've comprehensive helpdesk restore desk software that provide more advanced functionality, through the automation of incidents/requests and communications by way of problem management, change and release management, asset management, and complex rules for priority allocation and ticket escalation. These comprehensive programs are mostly used by companies working within ITIL or any other similar framework, but they may also be used by smaller companies planning to embrace such frameworks.
If the helpdesk work to SLAs and OLAs, you'll soon realize that tracking performance is an arduous task with no dedicated helpdesk system. The subtle tracking and analysis tools with these applications enable management and team leaders to extract detailed analytics with the mobile. In case your organization has decided to monitor the performance from the helpdesk team using KPIs, a fantastic application should allow you to pre-set these metrics and produce detailed reports to your KPIs when needed.
In conclusion, the benefits of having a helpdesk system can sometimes include
Give a single point of contact for your end users
Provide 24/7 support for your customers by way of a dedicated web portal
Track your support calls end-to-end
Provide self-help pages for your customers in the form of knowledge bases
Provide detailed reports in your support function
The Rhea Helpdesk Software has all of the features as listed above and even more.
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