Help Desk Software
A Free Presentation on The Past, Present and Future
This introductory presentation was created to explain the history, background to and current state of play with respect to help desk software. It will help you evaluate: Traditional v web based Help Desks; What functionality you should expect from a Help Desk; What resources are available to you; What price you should pay; What you might do next.
Hopefully, it will prove to be extremely useful as you embark upon the path of greater productivty and higher quality service.
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For more information on help desks and help desk software, we recommend: Help Desk Software World.
Table of Contents
Help Desk – Review Guide
Traditional Help Desk
Telephone Support Advancements
Telephone Support Pitfalls
The Onset of the Email Culture
Web Support – the Answer
Web Support Benefits
Web Based Support Call Logging Functionality
Web Based Support Self Help Facilities
Web Based SupportCall Management
Web Based SupportCall Resolution
Web Based SupportInstallation and Configuration
Web Based SupportVendor Analysis
What Price Should You Pay
We would also like to acknowledge the HelpDesk Software Center for the use of the original version of these foils.
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Presentation Copyright © 2003 Helpdesk Software Center