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What is the difference between Service Desk and Help Desk?
In my first posting on this topic, (The Difference Between Help Desk and Service Desk (part 1)), we examined what a Service Desk is. In this post, we’ll review the Help Desk and how it is different than Service Desk. [Read more…] about The Difference Between Help Desk and Service Desk (part 2)
What is the difference between Service Desk and Help Desk?
Are these terms interchangeable? Knowing the difference, as you search for your next solution, could save you time, money and improve success. In this article, I’ll clarify the main objective of a help desk and service desk, and I’ll list the primary differences between them. [Read more…] about The Difference Between Help Desk and Service Desk (part 1)
Developing a help desk strategy is the first step to formalizing your help desk and implementing ITIL®. The process you need to execute to improve your IT help desk strategy is:
When a customer is experiencing a problem with a product or service, they would typically reach out to the customer support desk seeking a resolution to their problem.
[Read more…] about The Importance of Help Desk Software for Customer Satisfaction
Any good help desk software should have the ability to integrate seamlessly with your choice of mailboxes.
[Read more…] about Help Desk Software with Email Integration Benefits
Help desk software types are generally classified according to the size of their target business users, deployment and source code accessibility. Here are the 5 types of help desk software:
Web help desk software is also referred to as cloud-hosted or software-as-a-service (SaaS) and is hosted on the vendor’s server. The application is rented out to companies and involves technical support, system maintenance and upgrade, and data backup. Subscribers can access the help desk through the vendor’s website using a browser or mobile app. Data such as customer profiles, queries, tickets, and support analytics are saved on the vendor’s server and accessible for reporting.
Enterprise help desk software is the most complex with modules that include IT asset management, service request fulfilment, account management, and survey management.
For large companies, different departments demand a steady and efficient process to request and get support, particularly when it comes to asset management and technical assistance. Most enterprise help desk services are customized to fit a company’s workflows. Most enterprise systems are installed on the customers’ internal servers although this trend is moving to the cloud.
The enterprise help desk goes beyond customer queries at improved resolution rates. It also includes features that maximize employee productivity and inter-department communication thus improving overall company efficiency. Other features include leveraging real-time data generated by the help desk system for CRM applications and managing service costs.
An on-premise help desk is licensed software that a company purchases and installs on its own server to run the system. It usually involves a one-time setup fee, and a scheduled upgrade will require a separate fee.
The company takes on the responsibility of system maintenance and data backup. Alternatively, it could pay for a separate plan that includes technical support. The principal benefit of on-premise help desk software is that the company owns and hosts the system resulting in complete control over data security and privacy of information.
Open-source help desk software allows developers to access its source code, unlike proprietary software which either prohibits it entirely or requires a user license and permission to access the source code.
Because open source help desk can be modified or enhanced, developers can add features, adjust processes or fix bugs in the system. It is ideal for companies with programming capabilities whose skilled IT departments can handle executing these changes and enhancements. This can become a burden as it requires internal support for code changes made to the system.
Cloud help desk software has all the features of a typical help desk ticket management solution. However, cloud help desks are hosted on remote servers that allow the business the ability to handle loads that fluctuate. This means not having to worry about overloaded support portals getting during your peak hours.
Perhaps the biggest advantage of having a help desk ticket management system in the cloud is that the data is secure with backup options which are retrievable anytime the need to change it arises.
Choosing the right help desk software for your company can be difficult particularly if you’re not familiar with the tech jargon used when describing help desk software. Entry Software would be more than happy to walk you through the types of help desk software and find the solution that fits your needs. To get started, get your personalized demonstration of TeamHeadquarters, Entry Software’s unified project management and help desk software.