Tag / Technical support

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....

---

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,...

---

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...

---

Any organization that needs to understand their technical support requirements will start with implementing a help desk. It will help them to put all technical requirements through a single point of contact to understand what their needs are and how they are currently addressing them. Most organizations provide help desks for IT support, financial support, HR support – in fact anywhere that staff need lots of interaction with a department. While case studies can be helpful, knowing your own requirements completely will be fundamental in setting up the technical support required in your organization. Identify...

---

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...

---