Help Desk Ticket Software - trackers for your customers
Want to make a good decision for your
customer support team? Implement an effective help desk ticket software
system and you can take note of:
- A noticeable reduction in the average time of a
customer service call.
- Fewer callbacks from the same customers.
- More customer calls handled in less time.
- Greater overall customer satisfaction.
- A happier, more productive and less stressed customer
- Money Saved.
What the right Help Desk Ticket
Software can do
With the right help desk ticket software program, you can achieve all
this and more. Help desk ticket software is designed specifically to help
IT technicians and customer support staff do their jobs quicker and better.
Help desk ticket software creates a queue of incoming customer calls ensuring
that no customer waits longer than another as was the case with traditional
telephone only based customer service of the past. Help desk ticket software
takes every call in order and channels them through a network to the next
available technician or customer-service representative. The system handles
customer calls effectively ensuring that none get dropped or forgotten
and no customer has to wait an inordinate amount of time.
If you are considering a help desk ticket
software program for your company either for the first time or replace
an outdated system, there are some things to keep in mind. A help desk
ticket software system that is easy to use, and takes less time for your
staff to learn is obviously a benefit. At the same time, you don't want
to sacrifice more complex features for the sake of an easy to use help
desk ticket software program.
Help Desk Ticket Software by IssueTrak
IssueTrak help desk ticket software from Help Desk Software Central is
designed with two things in mind. First, that it is a comprehensive package
that suits all the potential needs of a customer-service repetitive, and
second, that it is easy for them to use. A help desk ticket software program
that takes more than a week to master is just not acceptable when other
programs can be figured out in less time.
The benefits of remote server
Help Desk Ticket Software
Another big choice to consider when purchasing help desk ticket software
is whether it works on a remote server. In other words a help desk ticket
software program that runs from a web site by the company that creates
the software opposed to being stored on the computers by the company using
the software. The advantages of a remote based help desk ticket software
program are many. For instance:
Information can be accessed from any computer whether
at home, in your office or in a different office provided you have the
username and password. This makes information sharing easier from one
office to another, and opens up the possibility of employees working
from home, if that is the direction you wish to go.
No time is spent installing or upgrading the software,
because it all exists on your company's user account at the remote website
and server. This is important because the more software programs that
are running or are installed on an office computer, the better the chance
that software will conflict causing your computer to have operating
difficulties. The same as the case for software upgrades, and because
the help desk ticket software market is so competitive, the best help
desk ticket software is constantly being improved and must frequently
- In the event of a catastrophe in the office, such
as a fire, your help desk team will not be slowed down or impeded because
all relevant information is stored and backed up on the remote server,
so all of your existing customers can still seek assistance.
More complex help desk ticket software
systems can create "triage" based queues. Basic information
can be worked into the program that will allow customers to narrow down
the nature of their call to ensure that it is directed to the department,
or specific technician that can best satisfy their needs. These are just
a few of the things to consider when purchasing help desk ticket software.
Help Desk Software Central encourages you to learn as much about the software
that you are considering purchasing before you buy. If software demos
are available, they are a must.
If you would like to learn more about
help desk ticket software, click here. To
order a free demo CD from Help Desk Software
Central, click here.
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For a VOIP infrastructure project involving 600 locations
around the world, EDS needed a robust, Web-based issue tracking system.
Their choice after looking at over 40 packages? IssueTrak. Read other
case studies below...
In response to customer feedback, IssueTrak has developed a new add-on module that converts incoming emails into manageable issues in the IssueTrak database. (continues over)