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Boosting Customer Relations With Help Desk Solutions

By Margaret Wall

Help desk solutions are software that are at times available at no cost thru certain IT software companies and are intended to make it easier for firms to supply technical support for their customers. They provide an outlet where problems regarding a company’s offerings could be reported and logged so the company could make the correct reactions. Each IT help desk program may include live chat functions for interacting with customers. Another favorite feature is the provision of online forms for job tickets which might be fielded to the appropriate personnel to assist the client with the needed service.

With the assistance of an IT helpdesk application, the IT manager or supervisor can make support tickets while checking on the available resources before sending the tickets to the proper recipients through electronic mail. Considering that it’s IT products and services that need lots of customer care, the most common form of these kinds of software programs is help desk management software. Consequently, the tickets will be assigned to the various members of the IT staff. Network managers could also make use of this help desk management software for an organization so that they can assign members of their workforce to the various problem points.

This kind of program also has the capacity to permit the user to assign priority levels for every job or ticket and then arrange the pending tasks so that the ones with the biggest priorities could be serviced first. An IT help desk software can also permit managers to evaluate the logs to check how the service division is performing. The logs could also be used to keep track of how a specific group of computer systems or devices are performing so that the proper decisions could be made the next time replacements are needed.

With the use of mobile devices, for example smart phones, managers could even operate the IT helpdesk wherever they may be. With only a few text instructions, these applications can allow the user to access tickets, allocate them, and reply to grievances from clients by using a mobile device like a cell phone even while on a holiday or on a golf course. The user could also establish certain conditions – If particular tickets meet them, they will instantly get allocated to a specific team or specific individuals who are able to deal with that support ticket. In this way, no human intervention will be needed to allocate the support tasks.

An essential feature of help desk solutions is to immediately get service requests via electronic mail so that the administrator’s inbox won’t be flooded by this kind of messages. With the ability to send HTML e-mail messages that can be personalized in response to certain kinds of requests, the supervisor wouldn’t even have to send out the replies himself. Finally, the user can make use of this program to produce reports so that those devices which are the most difficult can be recognized as a first step in the direction of minimizing the expenditures incurred in supplying these support services. This data can also be used for organizing the make up of the support team and figuring out the necessary spending budget for upcoming operations.

Want to find out more about help desk solutions, then visit Margaret Wall’s site on how to choose the best help desk management software for your needs.

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Article Citation
MLA Style Citation:
Wall, Margaret "Boosting Customer Relations With Help Desk Solutions." Boosting Customer Relations With Help Desk Solutions. 25 Jul. 2010. 17 Oct 2014 <>.

APA Style Citation:
Wall, M (2010, July 25). Boosting Customer Relations With Help Desk Solutions. Retrieved October 17, 2014, from

Chicago Style Citation:
Wall, Margaret "Boosting Customer Relations With Help Desk Solutions"

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