Tag / Deployment


Implementing a knowledge base to boost help desk call resolution

14 Mar 2011 |  Posted by admin |  1 Comment.
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First call resolution and resolutions within the help desk are two measurements that will show you how you're help desk process is successful. If your first call resolution is as low as 50%, you'll find frustrated users, since one in two don't get the help they need as quickly as they should. Some of the best help desks have first call resolution that exceeds 85%. If you find yourself on the low side of first call resolution, you may need an efficient knowledge database (features) for creating, auditing, and using standardized solutions to end user problems. This will not only help boost first...



Version 2.1 Released

21 Dec 2010 |  Posted by admin |  0 Comment.
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Introduced e-mail to ticket conversion from multiple inboxes HelpDeskSAAS version 2.1 was released on December 20, 2010. This release includes a variety of new features, enhancements and bug fixes for a significantly improved user experience. As already available since version 1.8, the help desk e-mail to ticket conversion feature automatically converts service request emails sent by customers to your HelpDeskSAAS email address. All support submissions can be captured and centralized in order to maintain effective customer service. The version 2.1 introduces the enhancement to this feature....



New help desk design

04 Aug 2010 |  Posted by admin |  0 Comment.
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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...



Selecting the Best Customer Support Software

15 Jun 2010 |  Posted by admin |  1 Comment.
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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...



Benefits of a local help desk in an organization

29 Mar 2010 |  Posted by admin |  0 Comment.
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Computer systems can grow very large from small beginnings. This often appears to happen overnight without being planned and takes users and technicians by surprise. Eventually the management and support of such an environment becomes very expensive, time consuming and frequently an exercise in futility. There is nothing more frustrating than calling for technical support and getting passed around until you find the right person to speak to – provided, of course, that they are not out at lunch or on holiday or have just gone home. A "help desk" or "single point of contact" in a organization...