Overview of Help Desk Software
Help desk software is used by support desk agents (also called operators) to monitor the user environment for issues ranging from technical problems to user preferences and satisfaction.
Businesses typically use help desk software to:
- answer commonly asked questions with an FAQ or knowledge base
- track issues through their life-cycle
- streamline and record customer interactions, including phone calls & live chats
Help desk software reduces the need to rely upon email-only support, reducing the number of transactions and missed or lost messages.
How Businesses Use Help Desk Software
Hosted help desk software like Zendesk allows businesses to easily provide reliable customer support. Zendesk is web-based, so there is no software to download or updates to install, and support agents (also called operators) can access ticket data and solve tickets from anywhere at anytime.
Businesses also use help desk software to track and manage support metrics (also called analytics). Popular metrics include:
- Assignment time
- Agent productivity
- Resolution time
- % of tickets solved within 4 hours
- Day/time ticket creation
Interested in how companies like Groupon, Rackspace Cloud, Twitter & many other businesses use Zendesk’s help desk software? (Click here to read unique customer stories)
Why Zendesk?
Zendesk keeps things simple.
Zendesk’s support desk software provides customers with ticket management tools, and highly configurable forums, knowledge base, and FAQs.
Zendesk also provides advanced support features, including: live chat, ticketing workflow, and remote support, iPhone support software, Android support software, and BlackBerry support software.
Zendesk’s online help desk software is highly customizable for design and workflow, and includes multi-channel online support through powerful integrations with: Twitter for Business, Salesforce, GoodData, and LogMeRescue.
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