Overview of Hosted Help Desk Software
Hosted help desk software eliminates an organization’s need to buy and manage servers internally as well as hire staff to manage and update the software.
Until recently, help desk software had to be installed and maintained locally onto a company’s servers. Software updates and patches had to be downloaded and applied to fix bugs or update the product.
With a web-based help desk software program, there’s nothing to install or manage locally and updates are automatic and applied to the business’s help desk as soon as they are available.
How Businesses Use Hosted 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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