Name: Helpdesk Management
Author: Creative Solutions

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

AI Development

Cross-Browser Testing

Functional Testing

PHP Frameworks

Development

Online Proctoring Software

Education

Business Intelligence (BI)

Case Management

Collaboration

Contract Analysis

Whistleblowing

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

SaaS Spend Management

Travel Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

API Design

Change and Configuration Management

Cloud Storage

Cybersecurity Consulting

Data Center Backup

Data Center Cooling

Data Preparation

Data Warehouse

DevOps

Embedded Database

Fraud Detection

Function as a Service (FaaS)

Integration Platform as a Service (iPaaS)

Managed Security Service

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Requirements Management

Sensitive Data Discovery

User Virtualization

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Customer Advocacy

Email Marketing

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales

Identity Threat Detection & Response Software

Security

Apparel

Aviation

Direct Secure Messaging

Geographic Information

Healthcare Learning Management

Intelligent Document Processing

Mental Health

Practice Management

Simulation

Text Analysis

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Priority Matrix

Appfluence

eMeetingsOnline

ReportsNow

Crowdtap

FastPIPE

FastEST, Inc.

AspenOne Supply Chain Management

Aspen Technology

Azurepath

Azurepath, LLC.

Screenful

Screenful Oy

Aras PLM

Aras Corporation

Frosmo

Frosmo Ltd

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.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

osTicket

Helpdesk Management

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

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.

TrustRadius

Home

Help Desk Software

Helpdesk Management

Overview

What is Helpdesk Management?