Purchasing resources for Help Desk Software


Providers of customer service help desk software applications and hosted help desk solutions. Browse listings to find companies that offer web based help desk management solutions to help you to effectively organize technical support online.

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BrightBox Solutions

BrightBox Solutions develops and sells help desk software and service desk software for the SMB market.

http://www.servicedesksoftware.com
CRM & Help Desk Software Blog

News, articles and reviews on the customer service industry.

http://isolsoft.com
Help Desk

Free help desk software and help desk tools for small to medium businesses. Simply download, install, and register to be up and running in minutes.

http://www.spiceworks.com/free-help-desk-software/
Help Desk Software | Helpdesk.com

Helpdesk.com is the leading ITSM destination for free help desk software and CRM software downloads, white papers, vendor listings, jobs, and more.

http://www.helpdesk.com
Help-Desk-Software

Help-Desk-Software provides affordable, powerful and easy-to-use web-based help desk software for organizations of all sizes.

http://www.help-desk-software.com
Novo Solutions

Novo Solutions is a leading provider of scalable, easy to use web-based Help Desk, Knowledge Base, & Customer Support solutions. Free 30 day trial!

http://www.novosolutions.com
Wasp Barcode Help Desk Software

Wasp Barcode is a leading provider of easy to use web based IT help desk software and knowledge base solutions.

http://www.waspbarcode.com/helpdesk/
Desktop Publishing Software

Makers and suppliers of desktop publishing software applications.

www.business.com/software/desktop-publishing-software/
Remote Access Software

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 software and remote computer access.

www.business.com/software/remote-access-software/
Desktop Management Software

Makers and sellers of desktop management software.

www.business.com/software/desktop-management-software/
Help Desk Software

Source: /guides/help-desk-software-2002/

There are many ways to utilize software help desk solutions - whether your help desk software is web based help desk software or computer help desk software. Your help desk software should handle customers' online queries and problems when you're out of the office, and assist your employees in serving your customers. Read More »

Trouble Ticket Software Key Terms

Source: /guides/trouble-ticket-software-key-terms-34426/

Trouble ticket software, sometimes called an issue tracking system or bugtracker, is a way for your organization to maintain a list of problems. These systems are usually used in a customer service center or help desk environment. Read More »

Help Desk Software Key Terms


Help desk software is used by internal IT departments and dedicated technical support providers. It is also used by help desk staff and technicians to log and track customer calls. There are many choices in help desk software, including web based, server based and hosted solutions. Getting to know some of the key terms used in help desk processes and software can help you make a decision before purchasing a help desk software package.

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.