Software
Today, there are many software choices which help management operate the help desk functions. In addition, these software products greatly improve the auditing of help desk operation. Help desk software is management software that automates many features of an organization’s help desk environment, such as automated email response. It gives businesses the capability of using a systematic approach to responding to both internal and external users.
The typical functionality of help desk software includes:
- Call management
- Call tracking
- Knowledge management
- Problem resolution
- Self-help capabilities
The core components of any help desk software application include the abilities to record and track support requests through all stages. In addition, reporting is also a key element to providing detailed information on how the system is running. The right choice of help desk software depends on the size of the organization and the complexity of the support process. The business needs will vary greatly during different periods of time.
Read more about this topic: Helpdesk And Incident Reporting Auditing