Help desk software wiki

In any case, the real invention of help desk software came in the s when companies began to use diverse kinds of software packages to deal with customer-care issues. This led to the massive production of different kinds of help desk software programs across the internet and the world at large. Customer can now submit and track their issues more easily. Customer service and help desk software systems have become increasingly popular in recent times.

According to a recent report, there is a massive increase in sales of customer relationship management CRM software, which includes help desk software across the globe. Help desk software automates customer services in diverse ways. It typically consists of at least three parts. 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. It may accommodate multiple points of contact; a working dashboard; and an analytics section. It may also have a feature that allows agents to escalate issues to a higher level. More advanced help desk applications feature online chat, insights and analytics, automated processes, multiple contact channels, reporting tools, collaboration tools, and a CRM feature.

Anonymous Not logged in Create account Log in. Hand W iki. From HandWiki. Namespaces Software Discussion. More More Languages. Retrieved 11 January Compare Camp. IT World Canada. Retrieved 16 May Categories : Help desk software Customer relationship management software Business software. Navigation Navigation Add a new article Search in all topics Search in namespaces Search in categories Search using prefix. An automated call distribution system , commonly known as automatic call distributor ACD , is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization.

ACDs often use a voice menu to direct callers based on the customer's selection, telephone number, selected incoming line to the system or time of day the call was processed.

Experts claim that "the invention of ACD technology made the concept of a call centre possible. Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.

Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.

OTRS is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers. There are various ways in which this information, as well as customer and related data can be viewed. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

An interactive kiosk is a computer terminal featuring specialized hardware and software that provides access to information and applications for communication, commerce, entertainment, or education.

Microsoft Servers is a discontinued brand that encompasses Microsoft software products for server computers. This includes the Windows Server editions of the Microsoft Windows operating system, as well as products targeted at the wider business market. Microsoft has since replaced this brand with Microsoft Azure, Microsoft and Windows Help desk and incident reporting auditing is an examination of the controls within the help desk operations.

The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations.

It also determine if there are sufficient controls to escalate issues according to priority. An issue tracking system is a computer software package that manages and maintains lists of issues.

Issue tracking systems are generally used in collaborative settings—especially in large or distributed collaborations—but can also be employed by individuals as part of a time management or personal productivity regimen.

These systems often encompass resource allocation, time accounting, priority management, and oversight workflow in addition to implementing a centralized issue registry. The eCRM or electronic customer relationship management coined by Oscar Gomes encompasses all standard CRM functions with the use of the net environment i.

Electronic CRM concerns all forms of managing relationships with customers through the use of information technology IT. Call avoidance is a strategy businesses use to reduce inbound call volumes to contact centers in the customer service industry, particularly in the consumer market.

LiveChat Software WSE:LVC is a customer service software company and developer of LiveChat - software as a service-based help desk software and online chat software for ecommerce sales, customer support and lead generation. Email management is a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, email management is an essential component of customer service management.

Customer service call centers currently employ email response management agents along with telephone support agents, and typically use software solutions to manage emails. A contact manager is a software program that enables users to easily store and find contact information, such as names, addresses, and telephone numbers.

They are contact-centric databases that provide a fully integrated approach to tracking all information and communication activities linked to contacts. Simple ones for personal use are included in most smartphones. The main reference standard for contact data and metadata, semantic and interchange, is the vCard. Supportworks is an issue tracking system designed for use in help desk and information technology IT environments. Zendesk is an American company headquartered in San Francisco, California.

It provides software-as-a-service products related to customer support, sales, and other customer communications. The company was founded in Copenhagen, Denmark, in Marketing automation refers to software platforms and technologies designed for marketing departments and organizations to more effectively market on multiple channels online and automate repetitive tasks.

Networked Help Desk is an open standard initiative to provide a common API for sharing customer support tickets between separate instances of issue tracking, bug tracking, customer relationship management CRM and project management systems to improve customer service and reduce vendor lock-in. The first integration, between Zendesk and Atlassian's issue tracking product, Jira, was announced at the Atlassian Summit. By August , 34 member companies had joined the initiative.

A year after launching, over 50 organizations had joined. Within Zendesk instances this feature is branded as ticket sharing.