Name: Helpdesk Management
Author: Creative Solutions

Communications Outsourcing

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Java Technologies

Software Repositories

Development

Business Intelligence (BI)

Collaboration

Contract Management

Electronic Signature

Interactive Voice Response (IVR)

Supply Chain Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Infrastructure Management

Data Center Outsourcing (USA)

Data Mapping

Data Observability

Data Privacy Management

Fraud Detection

Governance, Risk & Compliance

Hyper-Converged Infrastructure

IT Asset Disposal

IT Asset Management

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Operating Systems

Packet Analyzer

Single Sign-On

Smart Contracts

Software Defined Storage (SDS)

Software Distribution

Solid State Drives

Tape Storage

Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Content Creation

Digital Signage

Email Management

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Animation

Building Information Modeling (BIM)

Equipment Rental

Insurance Suites

Investment Portfolio Management

Legal Billing

Public Sector Software

Tax Practice Management

Vertical-Specific

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Help Desk Management Software, provided by Creative Solutions Co. Ltd, is a solution designed to streamline and automate the process of handling customer issues and inquiries. This software is aimed at small to large-sized organizations in various professions and industries, including IT Services and Support, Customer Service and Support, Software Development, Telecommunications, and Retail and E-commerce.

## Key Features

**User-friendly Interface**: According to the vendor, the Help Desk Management Software offers a user-friendly interface that is easy to navigate, ensuring that both the help desk staff and end-users can efficiently interact with the system. The intuitive design allows users to quickly access and manage tickets, potentially reducing the learning curve and increasing productivity.

**Ticket Management**: The software provides a centralized platform for managing and tracking customer tickets throughout their lifecycle. Help desk staff can create, assign, prioritize, and categorize tickets, potentially ensuring that each issue is addressed in a timely and organized manner. Users can easily submit their tickets, providing all the necessary details and attachments for accurate and efficient troubleshooting.

**Automated Ticket Routing**: According to the vendor, the system automatically routes tickets to the appropriate department or individual based on predefined rules and criteria. This feature is said to optimize resource allocation and potentially minimize response times.

**Ticket Escalation**: The software allows for ticket escalation, enabling help desk staff to prioritize and escalate critical issues to higher-level support or management. Escalation rules can be defined based on urgency, impact, or specific criteria, potentially ensuring that urgent matters receive prompt attention and resolution.

**Knowledge Base**: The Help Desk Management Software includes a knowledge base that serves as a repository of solutions, FAQs, and best practices. According to the vendor, users can search the knowledge base for self-help, potentially reducing the need for assistance from the help desk and empowering users to resolve common issues independently.

**SLA Management**: The software enables the management of Service Level Agreements (SLAs) to ensure that customer tickets are resolved within defined timeframes. SLA parameters, such as response time and resolution time, can be set and monitored, allowing for performance measurement and adherence to service commitments.

**Reporting and Analytics**: The system provides comprehensive reporting and analytics capabilities, allowing management to track key performance indicators (KPIs) and gain insights into help desk operations. Customizable reports and dashboards offer visibility into ticket volumes, response times, resolution rates, customer satisfaction, and other metrics, potentially facilitating data-driven decision-making.

**Integration and Collaboration**: The Help Desk Management Software integrates with other systems and tools, such as CRM, email, and chat platforms, enabling seamless collaboration and information sharing. Integration with communication channels allows for efficient ticket creation and updates, potentially ensuring that all interactions are captured within the system.

**Automation and Workflow**: The software supports automation and workflow capabilities, enabling the streamlining of repetitive tasks and the establishment of standardized processes. Workflow rules can be defined to automate ticket routing, assignment, follow-ups, and notifications, potentially reducing manual effort and ensuring consistent service delivery.

**Mobile Access**: According to the vendor, the software offers mobile access through web or mobile applications, allowing help desk staff to access and manage tickets on the go. Users can also submit tickets and receive updates through mobile devices, potentially enhancing convenience and responsiveness.

365Ticketing

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Helpdesk Management

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Creative Solutions

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Helpdesk Management

Overview

What is Helpdesk Management?