Top Vendors for Help Desk Software
ServiceWise Help Desk allows teams to easily implement ITIL® workflow standards with out-of-the-box automations, escalations and streamlined processes
Makers and suppliers of desktop publishing software applications. more »
Business directory of companies that offer remote access software which enables you to access and manage remote computers from anywhere. Find links to providers of remote desktop s… more »
Makers and sellers of desktop management software. more »
Vendors of PSA software and proposal automation services. Service desk and professional services software are listed with web-based solutions noted. more »
Sources of spreadsheets and calculators for accounting. more »
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Help Desk Software Key Terms
Call logging
Call logging is the first step in creating a help desk trouble ticket. Accurate call logging is essential to solving problems and making the process easier for technicians and end users.Trouble ticket
A trouble ticket is created when the help desk call is opened and follows the process until the problem is solved. Some of the fields to include on a ticket include the date and time of the call, names and user identifications, contact information and call priority. Updates to the problem are added by technicians as they work on the problem.Knowledge base
Including a knowledge base, or at least a list of FAQs (frequently asked questions) can allow end users to find answers immediately and save time for help desk and technicians. A knowledge base includes how-to information, solutions for solving common problems and other training and support data.Asset management
Asset management is used to track inventory and resources like computers and equipment, software programs and other technology. Asset management is often integrated with help desk software.Business critical
When setting up a help desk database, one task is assigning priority to incoming calls. One way to do this is defining processes that are business critical or mission critical; processes that, if interrupted, could cause the whole business to screech to a halt. These processes always take top priority in a help desk database.Sacramento State Environmental Health and Safety provides a worksheet to use in identifying and prioritizing business critical applications.
Service level agreement
A service level agreement (SLA) is a contract between a service provider and a customer that specifies how quickly technical issues must be addressed and fixed. An SLA is most often used between companies and contracted service providers. The warranties and guarantees in the SLA will determine the priority of the call and resolution.Sun Microsystems offers a guide for creating a service level agreement.
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Tips & Advice for Help Desk Software
Are you looking for ways to manage your help desk operations more efficiently? Many businesses find it advantageous to automate their help desk processes through the utilization of help desk software applications.
There are simple but powerful help desk software solutions available from reliable software providers nationwide. These providers can furnish you with software applications that can offer you comprehensive assistance in support of your help desk team. Such applications can assist you in managing user tickets, organizing your work better and assigning tasks to members of your team. Software apps allow you to receive tickets via web or email and then assign them to your IT team.
Whatever business you are in you'll likely find there are advantages to using software to automate your help desk processes. Software applications of this kind are easy to install and may work in concert with applications you are already running. Many software apps designed for helping to manage your help desk are cloud-based and require no additional software download. Business.com is a trusted resource that helps millions of businesses and individuals connect with software providers along with other products and services. You can find out more by visiting the links on the left.
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