Help desks are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be a very daunting task.
Typical help desk software functions are:
- Helpdesk software systems range in complexity from basic ticket logging to fully integrated CRM systems.
- Functionality is varied but the essential core elements are the recording and tracking of support requests.
- Reporting is also key and often complimented by a third party application for user-definable reports.
- Service Level management is often crucial to the helpdesk process as a measure of it's success This is usually an automated benefit of the helpdesk application.
Typical help desk software functions are:
- Helpdesk software systems range in complexity from basic ticket logging to fully integrated CRM systems.
- Functionality is varied but the essential core elements are the recording and tracking of support requests.
- Reporting is also key and often complimented by a third party application for user-definable reports.
- Service Level management is often crucial to the helpdesk process as a measure of it's success This is usually an automated benefit of the helpdesk application.
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Last Updated: Sep 2009
Last Updated: Sep 2009
What Help Desk Software is available? Below we describe the features of one Help Desk Software, named Serio Helpdesk Software:
Serio Helpdesk features everything you need to get up and running quickly, providing rapid return on investment and better service to your customers - all backed-up by our customer service and support programmes.
Serio Helpdesk offers the following as standard
Call ticketing and tracking
Service Level Agreements (SLA) including real time monitoring and a suite of ready-to-run reports
Knowledgebase searching
Web-based customer self-service portal
Optional integration with Microsoft Active Directory for customer contact and organisational details
Integrated Supplier/3rd party management
Customer satisfaction surveys and reporting
Callback and response management
Customer service reminders and scheduled customer service events
Service status pages for 'at a glance status' for your customers
Remote desktop technology
Optional network auditing & software license management available
Optional Computer-Telephony Integration (CTI)
Serio Helpdesk
Design for small to medium sized workgroups, Serio Helpdesk has everything you need to log, manage and resolve problems and queries from your user base. Centralise all of your customer contact, known resolutions and workarounds within Serio.
Software you use everyday should be great looking and fun to use
With its innovative and attractive interface, Serio has been carefully designed to be as simple as possible to use. Serio guides you through everything - from logging a call, call tracking, resolving problems, team working and more.
Helping the helpdesk get the job done
Serio delivers a wealth of information to the service desk. Accessing information about system dependencies, suggested courses of action and similar problems easily when you need it - at the point of logging.
Our unique event and workflow technology means you work in ways that reflect what you do, and the business events that you & your teams perform. Build key business steps into Serio, and let Serio worry about the details of what needs to be done.
Integrated customer database
Serio comes complete with a sophisticated, configurable customer database. Your customers can either be within your organisation, other companies or they can be members of the public. Comprehensive personal and company contact information can be easily stored. There's also an option that allows you to work with data held within Microsoft Active Directory.
Easy deployment
Deploying Serio simply couldn't be easier. Serio's thin client software means installation for your users is easy and quick. With Serio, server-based computing is within your reach and available now.
Web Integrated
By using SerioWeb, you can communicate via the Internet/intranet with your customers. They can progress existing issues, place new issues and more online using either Netscape 4 or Internet Explorer 4 or greater.
Server-based solution
Serio's advanced server-based technology SerioServer eases deployment, and improves performance. By using the developer toolkit, you can integrate Serio power into your own applications.
Serio Helpdesk features everything you need to get up and running quickly, providing rapid return on investment and better service to your customers - all backed-up by our customer service and support programmes.
Serio Helpdesk offers the following as standard
Call ticketing and tracking
Service Level Agreements (SLA) including real time monitoring and a suite of ready-to-run reports
Knowledgebase searching
Web-based customer self-service portal
Optional integration with Microsoft Active Directory for customer contact and organisational details
Integrated Supplier/3rd party management
Customer satisfaction surveys and reporting
Callback and response management
Customer service reminders and scheduled customer service events
Service status pages for 'at a glance status' for your customers
Remote desktop technology
Optional network auditing & software license management available
Optional Computer-Telephony Integration (CTI)
Serio Helpdesk
Design for small to medium sized workgroups, Serio Helpdesk has everything you need to log, manage and resolve problems and queries from your user base. Centralise all of your customer contact, known resolutions and workarounds within Serio.
Software you use everyday should be great looking and fun to use
With its innovative and attractive interface, Serio has been carefully designed to be as simple as possible to use. Serio guides you through everything - from logging a call, call tracking, resolving problems, team working and more.
Helping the helpdesk get the job done
Serio delivers a wealth of information to the service desk. Accessing information about system dependencies, suggested courses of action and similar problems easily when you need it - at the point of logging.
Our unique event and workflow technology means you work in ways that reflect what you do, and the business events that you & your teams perform. Build key business steps into Serio, and let Serio worry about the details of what needs to be done.
Integrated customer database
Serio comes complete with a sophisticated, configurable customer database. Your customers can either be within your organisation, other companies or they can be members of the public. Comprehensive personal and company contact information can be easily stored. There's also an option that allows you to work with data held within Microsoft Active Directory.
Easy deployment
Deploying Serio simply couldn't be easier. Serio's thin client software means installation for your users is easy and quick. With Serio, server-based computing is within your reach and available now.
Web Integrated
By using SerioWeb, you can communicate via the Internet/intranet with your customers. They can progress existing issues, place new issues and more online using either Netscape 4 or Internet Explorer 4 or greater.
Server-based solution
Serio's advanced server-based technology SerioServer eases deployment, and improves performance. By using the developer toolkit, you can integrate Serio power into your own applications.
