Help desk software is what brings together the different methods of a company's customer service and support. A powerful help desk support system requires careful integration of support tickets software and knowledge base, and should also co-operate with any of existing website software and design.
Many help desk products featuring a wide variety of support methods to offer customers. Management of the support software is always easy with their features and administration interface. Each system seamlessly integrates into one another, making a powerful support center.
Online help desk software solutions are mostly based on e-mails. The customer sends normal e-mails that are ported into the help desk software, and can also reply and send emails to support agents. There is also a big disadvantage of these systems: emails can get lost, systems can fail, mail may not get through since they might be treated as a spam - but if a person has to go to the site to update the ticket then it's all done locally.
The support ticket systems has a similar approach for handling customer support issues. Support ticket software mostly used in an environment where customers don't usually expect instant answers. Similar to email support, ticket systems require the customer to leave their name, email, and problem. Support ticket software is fairly inexpensive to maintain, with only a few people needed to handle the volume of tickets for the average website. Support ticket systems are also very effective as customers can leave their concerns at any time, and they can receive email notifications and alerts about the status of their requests.
HelpDeskSaaS – Help Desk Software-as-a-Service has attempted to reconcile these two approaches. The aim was to enable customer support software that can record customer requests and support issues with email, as well as to create support tickets from the web form without information overloading. Communications in the other direction - towards customers who need to recall an instant information about the requests processing, were resolved through a ticket unique web address URL. This dynamically created web page contains information about the ticket and processing history. In this way the customer is able to timely monitor the resolution of his request and to reply to support agents, without the need to constantly log into the system.
The SaaS model is what brings the power to HelpDeskSaaS features and benefits. Such a model provides online help desk software without dedicated ICT resources. It can be used as a simple or sophisticated web based solution, depending on business needs. Team members with the appropriate access permissions can monitor the entire service support functionality from the browser of any web-connected computer. On the other side, both internal and external customers can browse the online knowledge base, submit a request or check the status of their open requests.
HelpDeskSaaS combines help desk functions into one collaborative package intended for use in web B2B or B2C environment. The main features include: