How to Start and Manage a Help desk

How to Start and Manage a Help desk

Help Desk
First, you need to understand what is the end goal, otherwise, time, effort, and money would be spent unwisely. You could opt to implement a support system built entirely around individual requests from customers. Alternatively, you could choose to prioritize thinking in the long-term (e.g. business expansion) and implementing such things as automated responses, a vast knowledge base, etc. One more thing to decide is whether the support system would serve customers, employees or both – in other words, you need to decide the audience/the scope. A joint support system for in-house workers and customers would require different authorization levels. Finally, one should decide which communication channel would be used to create inquiries/tickets – the workflow or the forms could be adapted accordingly, depending on this. Obviously, a modern company…
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The Motivation for Moving from Email-Based Support to Help Desk Software

The Motivation for Moving from Email-Based Support to Help Desk Software

Help Desk
Nowadays, virtually every person that has some presence online has an email, making it one of the most widespread digital technologies. Importantly, this wide penetrance is complemented by a huge versatility of the electronic mailing system – it can be used by individual users and businesses alike, it offers a simple and intuitive interface but also complex rules for email filtering/grouping/labeling. This has enabled businesses to implement various email-based support systems, both internal and external (for customers).         Although such customer or employee support systems do not require financial investments, they do have a number of drawbacks. Thus, while it is easy to handle a few emails a day, it becomes progressively more difficult to do this once the number of email messages increases beyond a few dozens. Creating advanced…
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