Best CRM Software Reviews, Solutions and Systems for your Business

Help Desk Management Software

With help desk management software you can store all information, personal data, e-mail exchanges and previous solutions provided, neatly in one place. Customers can register their requests at any time via the Internet, allowing you to considerably reduce the workload of your support staff.

Why should you consider using Help Desk CRM Software?

Information stored centrally

Save all your requests in one place

Reduce the workload of support staff

Add to the knowledge base with each new incident

Adapt to your organization with multiple adjustments

Track your support team with detailed reports

HelpDesk access anytime, anywhere

How to register an incident or request using Help Desk management software?

An incident or request can be registered in several ways:

Manually, the simplest is that the client register itself with the incidence in the program by completing the online application form.

Through the support staff, an incident may also register by an operator when it receives information of the occurrence by telephone, email, fax, etc.

All the data needed to handle the request are collected directly in the registry, thanks to the customizable forms tailored to each object support.

A registration number is automatically assigned to each request that the client and the operator can use to track the progress of the incident.

A technician can often answer a question immediately. In this case, the incidence is closed directly in the registry to prevent another technical operator manages the application later. Thus, all questions that come to the support are recognized quickly and easily, and can track the workload of support in the reports.

Managing incidents and requests

When using help desk crm software, all applications received are shown in the program incidents list, so you can easily visualize what incidents should be managed and what is the expected end date of each application.

To facilitate the work of support staff, help desk management software, offers the reminder service. The program administrator configures how often and which operators will be sent reminders when a request with status 'New' has not been opened.

You can also activate the Web Alert, a popup window that appears, even when not using the program to inform you of new applications, new emails, modified stock, etc. Once the application is taken by a technician, you can start working with it. All information relating to an application is stored in an orderly manner in the incidence form.

All support members can delegate a request to another technical operator, for example if they can not respond to the raised incidence. It is also possible to assume an incident belonging to another support member, for example if an operator is absent. For each delegation, an action is automatically performed on the incidence form, showing details of the process.

Solving customer requests or incidents

To close an incident, the operator must enter the solution in the application form by writing the response directly or by inserting a standard response. The standard answers are created by the administrator for any questions that are performed frequently. This simplifies the process and time management applications. The solution provided is stored in the knowledge database.

After creating a solution, the incidence is closed and the customer will receive an email informing the resolution. In the message sent to the client insert the description of the application, actions taken and the solution taken. Finally, after closing the incident, the operator decides whether the request will be included in the FAQ (Frequently Asked Questions) program.

In the FAQ, customers can find their own solution before recording a new incident in the support system. If the operator decides to add the request in the FAQ section, you may opt to modify or rephrase the content before saving.

As you can see, help desk management software CRM can be an excellent tool to manage your customers requests, incidents, complaints and suggestions.

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