Help Desk/Technical Support Software Tools - Research Paper Example

ID # Help Desk/Technical Support Software Tools At the present, help desks have become a very important part of high-quality business service as well as corporate operation. Though, dealing with the challenging issues, choosing the accurate tools, and handling the help desk properly could be an extremely daunting task. Additionally, help desk is fundamentally a primary location where initial issues or problems are reported and afterward handled and directed. In addition, from a wide-ranging viewpoint, it is an essential element of the service purpose, which is accountable for bringing resources jointly to deal with issues or other problems (Help-Desk-World; Help Spot). Moreover, at the present, there exist many well-known helpdesk applications which allow the organizational support department to track, record, and determine support requirements in a controlled situation. In this scenario, an internet based helpdesk service can offer the method to improve the e-trade process and offer after sales support and chances to correspond with or promote openly to existing clients. In addition, this kind of applications supports for the recording and association of the individual events concerned in the support procedure. Moreover, it offers a knowledge foundation of past calls and their declarations to help the support procedure going forward (Help-Desk-World; Help Spot). This paper will outline different help desk or technical support software. The basic aim of this research is to discuss the different aspects of these applications and comparing their working and efficiency. H2Desk First help desk application that I have chosen for this research is H2desk, which is a new technology based system created by Innovative Cyber Solutions, Inc. This technology development corporation is aimed at carrying out ground-breaking value-based software systems to facilitate the business firms to stay focused on their foundational business (Innovative Cyber Solutions, Inc.). H2desk Help Desk Program Features H2desk is a web or email based help desk service that offers email reply to facilitate desk tickets. Additionally, this system offers facility for handling and controlling user accounts. This application holds a huge help desk knowledgebase. In addition, this system saves time of companies through canned replies. Or this purpose, H2desk produces language packs for help desks. Moreover, H2desk offers a great deal of customization capability to facilitate desk software by means of templates. H2desk uses an open interface to put together customer base with oscommerce, phpBB, magento, zen-cart as well as with other systems by means of API. Furthermore, this system also puts together h2desk help desk tool with live chat. In this scenario, it offers compatibly features with all kinds of web browsers. It also offers mobile management iPad and iPhone apps for remote ticket management (Innovative Cyber Solutions, Inc.2). Help Desk Support Reports H2desk offers a ticket submission rates reports. In this scenario, we get help desk response times and ticket history along with post frequency reports. We are able to get instant customer feedback and customer staff ratings mechanisms (Innovative Cyber Solutions, Inc.2). Knowledge Base & Troubleshooter H2desk populates the help desk software knowledge base with over and over again inquired questions. In this scenario, H2desk help desk program will routinely exhibit solutions from the knowledgebase previous to tickets are submitted (Innovative Cyber Solutions, Inc.2). Customization and Control H2desk allows the organizations to have full control over the look and feel of their help desk systems. With this application, we have the capability to select help desk software units and insert their own modules to the client working portal (Innovative Cyber Solutions, Inc.2). Security and Privacy H2desk system offers facility to bound access of help desk support staff as well as clients to fix departments. In addition, this application allows us to place permissions for each staff user to manage access inside the administration side of the support portal (Innovative Cyber Solutions, Inc.2). HESK The second application I have selected is the HESK, which is PHP Help Desk Software that allows the organizations to place a competent Web-based ticket support system. In addition, SysAid Technologies provides the IT admin with out-of-the-box information technology help desk software as well as an excellent management solution. This solution comprises all the fundamental tools required to Streamline IT procedures, automate help desk administration, make simpler everyday information technology jobs, etc (Hesk). Functions HESK offers a lot of useful methods those are really helpful in supporting businesses. This application offers a lot of features such as customer interface, facility of presenting new tickets, and capability to attach additional files. In addition, we also have the capability to get detailed information from clients by means of custom fields. Additionally, this technology based system offers greater security by offering spam prevention. Moreover, it offers us associated knowledgebase articles previous to final ticket submission. With this application, we can view as well as rate staff replies. This system also facilitates in case of e-mail notifications of staff replies. For this purpose, we are allowed to browse and search knowledgebase (Hesk). Administrator/Staff interface Administrator/staff interface in the HESK system offers unlimited administrator and staff accounts. Here we have the capability to get limited access to a number of functionalities for certain staff. In addition, this system offers influential ticket search capability through which we are able to allocate tickets to staff. In this scenario, we are allowed to handle knowledgebase categories and articles. It also allows the management of staff accounts and canned responses (pre-written replies). We also have the facility to customize and manage our help desk settings. Additionally, with this capability we are able to change our profiles and signatures. Moreover, we can run reports and e-mail notifications of novel tickets and replies. Through these functionalities we are able to deal with clients easily and rate staff replies (Hesk). SysAid SysAid Technologies is one of the leading suppliers of information technology management solutions that facilitate IT specialists to deal with their IT communications with higher simplicity and efficiency. In addition, the basic mission of SysAid is to make simpler every day challenges that IT experts face by means of instinctive, pioneering, and cost-effective tools that unite uncompromising performance with ease-of-use (SysAid Technologies Ltd.). In addition, SysAid Technologies developed its initial software on the basis of core ITIL methodology, and carried on to build up in collaboration with industry best-practices as well as customer characteristic requirements, since it is a driving force at the back of a number of important features build-up for each release. However, as compared to some other vendors in the IT marketplace, SysAid offers direct communication controls to R&D teams, by allowing them control the future direction of the product collection (SysAid Technologies Ltd.). Moreover, at the forefront of service distinction, SysAid is aimed at offering first-rate technical capability, a broad variety of services and training initiatives. In this scenario, the clients of SysAid take benefits from personalized web free webinars, demonstrations, onsite professional and training programs services (SysAid Technologies Ltd.). Additionally, this application automates the management and controls the service requirements to work quicker as well as more professionally. Thus, users can depend on automatic routing policy, growth, as well as precedence to make sure that each service demand receives suitable attention (SysAid Technologies Ltd.). Features In this section I will outline some of the main features of SysAid system: (SysAid Technologies Ltd.) Asset Management SysAid offers facility to go behind our hardware and software to uphold a detailed as well as up-to-date record. In this scenario, all the networked hardware and software components are routinely detected, and comprehensive notifications keep us informed at every stage (SysAid Technologies Ltd.). End-User Web Portal With this application end users are able to log in to an instinctive web portal to see present service needs, access their working and operational service history, discover elucidations in the Knowledge Base, as well as follow the position of their service requests (SysAid Technologies Ltd.). Knowledge Base Both administrators and end users are able to discover solutions in a database of frequent service requests along with their resolutions (SysAid Technologies Ltd.). Mobile Application This application allows the users to manage their help desk and assets by means of their BlackBerry, iPhone, Windows Phone 7! Or Android. In addition, free systems are available in application stores for this kind of mobile devices (SysAid Technologies Ltd.). Reports and Analysis This application allows its users to drag detailed reports regarding their assets, satisfaction levels, help desk workload and service quality to examine their inventory as well as performance (SysAid Technologies Ltd.). Manager IT Dashboard This application allows its users to view real-time graphs and charts on their IT department's actions: service quality, help desk, project progress, inventory and much more. Thus, it helps them to execute reports to monitor our performance (SysAid Technologies Ltd.). Monitoring SysAid allows the organizations to monitor the very important parameters of their network, procedures and system services, inward and outgoing data rates, SNMP traps, and much more. In addition, with this we can get email, instant SMS or service demand notifications whenever action is required (SysAid Technologies Ltd.). Conclusion This paper has offered a detailed overview of help desk services. Help desk service has become an important part of almost all the organizations. They have established help desk to support their customers. This paper has discusses three different help desk systems or customer support systems. These three systems include H2Desk, HESK and SysAid. This paper has outlined the important aspects of all the three applications. Works Cited Help Spot. What is Help Desk Software. 2011. 27 November 2011 . Help-Desk-World. Help Desk Software Functions. 2002. 27 November 2011 . Hesk. HESK Features. 2011. 25 November 2011 . Innovative Cyber Solutions, Inc. Great customer support made simple! 2011. 26 November 2011 . Innovative Cyber Solutions, Inc.2. Help Desk Software. 2011. 26 November 2011 . SysAid Technologies Ltd. SysAid Features. 2011. 25 November 2011 . Read More