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Help desk (30 products)

[edit] Brief Description

Help desk referees at assistance given to customers. It helps you with information to solve your problems with computers and similar products. Usually this support is given through email, websites, toll free number for customers and similar to employees.

Tags: assistance, problem, solving, troubleshoot

[edit] Wiki description

Contents
Description Brief history Features Standard features Other important features Top Competitors How to Choose Commnunities See Also

Description

Help desk is a part of the Information Technology Infrastructure Library (a set of concept and techniques for managing IT infrastructure, development and operations). It can give you the information and the assistance you need in troubleshooting your problems with computers and related products. You can get this kind of help through a website, e-mail, you can call a free number, or there are help-desks built to assist just the employees. It’s aim is to reduce the number and severity of incidents and problems and report it in a documentation. The proactive procedure identifies and solves problems before incidents take place. It trends analysis, targets support action and provides information to the organization.

Brief history

The (ITIL) Information Technology Infrastructure Library appeared in 1980 with the help of IBM. Initially it was called “Government Information Technology Infrastructure Management Methodology” That means Service operation and desk appeared including the help desk sector.

Features

Standard features

You will receive help on various computer issues and then this will be managed its via help desk software, with an incident tracking system, that allows them to track user requests with a unique ticket number. The tracking part can be made by a local bug tracker named LBT. If the first level is able to solve the issue, the ticket is stopped up. If not, the ticket it will be send to a second level.

Other important features

email integration
assets
workflows
LDAP/AD
Web Services
RSS
Closed Loop Email
Portals
Search Engine
Alerts
Dashboards
Messaging
Escalation
Forums
Reporting
Ticket support solution
Live chat and visitor tracking system
LiveResponse Client Application
Knowledgebase
Troubleshooter
Donwloads
News
Team Work

Top Competitors

Here are the most competitive software:

Open source alternatives

How to Choose

Each help desk software Is specialized on a particular thing, so you can choose the one that fits you.

You can get the deskside team (also called desktop support) which is responsible for the desktops, laptops, peripherals (PDAs) The network team is specialized on network software, hardware: servers, switches, backup systems, firewalls and also emails, files and security. If you don’t find what you want in those to categories go search for some other teams who are responsible for the phone infrastructure – PBX, voicemail, VOIP, telephone sets, modems, fax machines.

(The help desks don’t have all the same location, some may work from home.)

Commnunities

Help Desk Institute (HDI)