Basic characteristics
Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include Ticket Management, Automation Suite, and Reporting/Optimization.
Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. The software can have multiple points of contact, working dashboard, and analytics section. It may also have a feature that allows agents to escalate issues to a higher level.
Benefits
The following benefits are typically associated with help desk software:
- Standard help desk software in use today handles complex databases of customer queries and profiles, call reports, resolution logs, and service level agreements.
- Businesses of all sizes resolve their customer and employee support issues quickly and consistently with the use of help desk software.
- Help desk software automates tasks such as: ticket categorization and prioritization, ticket routing, alerts and notifications, ticket status management, and so on. With the right help desk solution, workload is cut down as many tasks such as issue tracking, assigning, and ticket management can be automated.
- Help desk software provides better customer experience. Help desk software can manage a knowledge base or FAQ page.
Source- Wikipedia
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