Help Desk White Papers

Series 101: Information About Automation and Help Desk Software

• What is an Automated Help Desk Anyway? (PDF)

  Excerpt: Whether you call it a help desk, technical support, the problem management center, or even the customer support center, chances are your company has a place to contact when you have a problem or issue that needs solved.

• How helpdesk software can spread happiness and satisfaction… Seriously! (PDF)

  Excerpt: The quantitative benefits of helpdesk software are numerous and somewhat obvious: calls get answered faster, problems are solved quicker, solutions are more effective, and the call center becomes more efficient. There are, however, other benefits that call tracking software brings which you probably didn't know about. These qualitative benefits are happier users, more satisfied call center agents, and a more profitable business.

• What Can a Help Desk Software System Do? (PDF)

  Excerpt: In addition to knowing how having help desk software can help your organization, you probably should know what it does. Remember...efficient customer relationship management is the key word. And this equates to happier customers, which increase day-by-day in your growing organization.

• Reasons for Automating a Help Desk (PDF)

  Excerpt: As the quality of issue management grows in importance, several trends are becoming more inherent to help desk centers being able to quickly and accurately answer user issues. Here are some of the more notable trends in the computing industry:

• What Can We Do With All This Issue Data? (PDF)

  Excerpt: So you've got a few months' worth of data collected by your help desk using a help desk software system. All those calls and responses. What can be done with it? In one word … trending.

• What Kind of Help Desk Software Do You Need?

  Excerpt: There ARE lots of help desk software programs out there and no one software system is going to be the panacea for everyone. It helps if you know what are your requirements in call tracking software so you can shop intelligently. Here are some things to consider as you get started on your search for the best help desk software for your organization:

• Creating An RFP Can Help Identify The Right Help Desk Software For Your Company

  Excerpt: A quick online search for tracking / help desk software or issue management software can provide you with dozens of software packages available to the Help desk, Support Center, or IT Department. Whether implementing a help desk for the first time or adding additional components, identifying a product that will meet the company's needs, as well as evolve with today's rapidly changing technologies can be a labor-intensive task. Preliminary research can help determine which software packages meet your basic requirements and are within your price range.