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One of the biggest frustrations of customers and help desk representatives is when a help desk request must be escalated outside of the help desk. A typical scenario occurs: the customer calls regularly to check on the request status. the help desk contacts support agent assigned to the request. the customer is frustrated because the delay will affect his work. the support agent is frustrated because there are so many support, projects and operational tasks assigned to him. The final result is the help desk caught between these two and is generally powerless to help either. This...

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Motivation is one of the great challenges of managing helpdesk. Keeping morale among support staff and encourage them to strive for continuous improvement is difficult in a line of work where there are so many requests from customers. Even more, most of them come from frustrated customers who already have everything tried to solve their problem. A great facilitator of positive motivation in this environment is to set individual targets for support staff and create a competitive environment. By observing each other settings, each agent will support objective measurements that compare to their...

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HelpDeskSAAS software version 1.8 released Multilingual capability HelpDeskSAAS, a comprehensive help desk software as a service, today announced the general availability of multi-language support. HelpDeskSAAS will now be available in Spanish, French, German, and Portuguese. HelpDeskSAAS simply use the end-user's browser locale setting to determine the application primary language. For example, if the user's browser is set to Spanish, that user will see the Spanish version of the application. Availability and Pricing The latest release of HelpDeskSAAS with multi-language support can be accessed...

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The first step in creating help desk Service Level Agreements (SLA) is to create a Service Catalog. At its most basic level, a service catalog is a list of all the services your help desk will provide. In most cases, an SLA is used to define the support requirements of a team to which the help desk escalates cases: The subset of the service portfolio visible to customers. It consists of services presently active in the service operation phase and those approved to be readily offered to current and prospective customers. A database or structured document with information about all live IT services,...

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HelpDeskSAAS software version 1.7.2 released HelpDeskSAAS version 1.7.2 was released on July 31, 2010. The release includes a variety of new features, enhancements and bug fixes for a significantly improved user experience. Notable items of the update are User registration, Ticket attachments, Knowledgebase to ticket linking, Custom fields and Theme Backgrounds. New Design and Layout The new design should make HelpDeskSAAS more appealing and give it a more modern and professional touch. One of the most significant design changes is a new accordion menu. Accordion menu is a very handy tool to show...

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According to the most widely accepted definition, a knowledge base is: - A collection of facts, rules, and procedures organized into schemes, - The assembly of all other information and knowledge of a specific field of interest. Information centers maintain knowledge bases that store possible solutions and comments about problems previously solved. Accordingly, a knowledge base used in a help desk environment for a customer support contains information about common problems, incidents, customer requests and their solutions. Such a knowledge base captures and organizes problem-solving information...

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HelpDeskSaaS software version 1.7 released - 06/24/2010 HelpDeskSaaS.com releases a new version of its help desk software as a service with a set of convenient improvements and upgrades. You can find out more about this product here. The main new feature is the ability to create and share the knowledgebase. Create and share a Knowledgebase The knowledgebase allows you to create a collection of commonly asked questions and their answers. You can group these into categories and set them to be either visible or private (support stuff only). The client area offers the user the choice of browsing...

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The best customer support service is supported by a customer support software tool that caters to unique customer service requirements. When selecting a software to run a project or business, many buyers overlook key factors that ensure a successful customer support software implementation. Ranking Business and Customer Support Priorities When evaluating a customer support software or a business software, it helps to have a thorough understanding of the day to day customer service activities and needs. This helps identify whether or not and how the software is capable of solving  business...

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HelpDeskSaaS software version 1.6.3 released HelpDeskSaaS.com releases a new version of its SaaS customer support product. You can find out more about this product here. New version introduces a set of improvements and convenient modifications: Using personalized URL address Your account now can be accessed using nice looking personalized URL addresses like http://yourcompany.helpdesksaas.com/. For users registered prior the version 1.6.3, please contact us to update your settings with the desired sub-domain. Import users from Excel sheet If you have a spreadsheet of customers' information,...

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People seek the advice of help desk representatives or agents when they need assistance with their computer or software application. These professionals need to listen carefully to the problem being described and ask questions to isolate a problem They usually take methodical steps to analyze and solve the problem. He or she has to document the interaction and write down essential points. The very first quality that the company look for is good communication skills. Meeting customer needs is a top priority, so customer service skills is the basic issue for help desk operations. On the other...

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