Help Desk Software

www.spiceworks.com With the help of trouble ticket software, you can better manage issues in your network and improve efficiencies. A ticket software solution can help improve your help desk support team and streamline your IT operations.
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Help Desk Software

Chennai, India — November 12, 2008

Help desk Software Tracks Bugs, Issues, Support Tickets

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk application that improves companies’ service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process. Unlike expensive web-based helpdesk services, Helpdesk Pilot runs on your servers, and has no monthly fees.

Helpdesk Pilot turns customers’ emails into tickets. The built-in parser analyzes incoming emails, sorts them by department, determines the proper response, and tracks activity. You can easily set up autoresponders to tell customers that their help requests are being worked on.

Customers can log into the Customer Service Portal to find the status of their help request, and to browse the knowledge base to find solutions. The interface is available in English, German, Spanish, Arabic, Norwegian, Portuguese (Brazil), Portuguese (Portugal), Danish, Dutch, Russian, and French.

The program’s ticket management support system makes tracking efficient. You’ll know the status of each help request instantly. It’s easy to perform operations on any ticket, or group of tickets. You can move or route tickets across departments, facilitating collaboration across support teams.

All ticket actions are recorded, and are instantly available to support staff. The activity log includes incoming and outgoing messages, as well as all changes in status. Similar tickets are identified, enabling staff to read about related problems that occurred earlier. Staff members can record private notes on a ticket to facilitate internal communication, with no fear that the customer will find these comments.

Helpdesk Pilot’s administration platform lets you optimize the software for your business. You can add departments, staff members, customized email templates, and canned replies. By adding custom fields to the database, you can tailor the customer management process to your exact requirements.

The program provides comprehensive statistics on activities, participation, and the time spent resolving problems. Most of the built-in reports let you drill down to specific tickets for further analysis. If the report system cannot provide the specific information that you need, Tenmiles will create a custom report for you.

New features in version 4 include a streamlined query structure with faster searching and listing of tickets; a ticket status filter on the customer panel; RSS for customer and administration panels; improved HTML handling of emails; the ability to search with filters; and mass replies from the Tickets View page; and an enhanced statistics package.

Helpdesk Pilot’s functionality can be extended with a library of affordable plugins. The .95 knowledge base plugin lets customers easily search through articles, to find answers to their own support questions; the .95 SLA Management plugin is a configurable escalation module that keeps track of tickets that remain unanswered and sends a notification email to the appropriate staff members about the ticket; and the .95 LDAP plugin is an active directory/LDAP module that ensures security by performing logins against one or more active directories.

The .95 branding-free plugin is a module that lets you remove the Tenmiles branding from Helpdesk Pilot to allow re-branding; the notice manager plugin is a module that lets you customize messages on your customers’ help desk screens, and is available without charge; and the spam prevention plugin is a free Captcha module that prevents robot-based spam by requiring users to type a sequence of numbers and letters along with their help desk request.

Helpdesk Pilot v. 4 is written in PHP, and supports both MySQL and SQL Server. It runs on any Windows, UNIX/Linux, or Macintosh dedicated server, shared hosting, or intranet. Pricing begins at 9.95(US). Visit http://www.helpdeskpilot.com/ to sign up for a 15-day online trial, with no need to download or install the software.

Editorial Evaluation Copy Available on Request

About Tenmiles Corporation:

Tenmiles Corporation is an independent software development company based in Chennai, India. Tenmiles offers both Windows based desktop and web based applications targeted towards small and medium businesses.

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— January 6, 2005

Beginning in 2005, United Bank Card will be providing all new and existing merchants with free credit card and check processing equipment.The concept can be compared to the cellular phone industry with wireless providers offering free cell phones in exchange for the airtime services. Each new merchant that enrolls for processing services with the company will receive a Lipman, Nurit 8320 terminal.

The terminal is capable of processing both credit and debit cards without an external pin pad. It also supports check guarantee or electronic check clearance, stored value such as gift or loyalty cards, electronic signature capturing services and electronic benefit transactions (EBT). The company provides a full range of processing options for these services. Each merchant will also receive a free training session on the terminal, 24 x 7 toll free help desk access and maintenance and replacement services for their convenience.

Any merchant inside the United States may submit their application at the company’s website to receive instant approval or may contact the company to receive a faxed or paper application. Accounts will normally be made live and the terminal deployed the following business day.

United Bank Card is a division of 21st Century Resources Inc. The company was founded in 1996 and is a member of the Chattanooga, Tennessee Better Business Bureau and the BBB on-line.

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Find More Free Help Desk Press Releases

An effective IT helpdesk offers amazing possibilities for business management. An IT help desk backed by advanced help desk management software will manage your business operations effectively by consolidating management tasks and producing efficient workflow. Use help desk solutions that really work for your business management systems.
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www.spiceworks.com Finding the effective help desk management software can be tedious. Different software has been developed to provide help desk solutions and integrates the IT helpdesk of any business. Choosing the right software is crucial in order to improve a company’s IT help desk. Use only the most effective help desk management software available.
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Tech Support for Backup Outlook Express

Want to back up Outlook Express emails and address book contacts? Sometimes tech support guidance talk about Export function, but that doesn’t work much in practical. So, how to get the job done? It’s a significant drawback of Microsoft that it has not included a one-click back up option in Outlook Express. Very few home users and small business houses spend much on data back up solutions. They just think of burning CDs or DVDs with their valuable data.

Now, even though you can simply copy and paste certain documents like text, photos and music files to your hard drive, backing up email attachments, address book and other essentials is not that easy. This is the reason why you need remote tech support or specialized computer support guidance. They can provide significant assistance to create a manual Outlook Express back up copy without spending much on any third party software applications.

Outlook Express email program usually get installed to the system with Windows operating system. According to help desk specialist, Outlook Express is probably the most commonly used mail program. Therefore the back concern is not only yours but many people are looking for ways to keep their essential mails and documents secured from sudden service error. The process is simple and you can do it yourself just with a little tech support guidance.

You need to start by putting a blank CD to the computer. A pop up window will appear where you need to select “Open writable CD folder using Windows Explorer”. If the prompt doesn’t come, you need to open My Computer and then the CD drive folder. Now you need to go the Outlook Express and find the maintenance tab. Tech support specialists will then give you step by step directions like, click on Store Folder, select the folder location and then copy the location pressing CTRL+C. this is really not a difficult task. Now, once you will find the destination url, paste the location on Run window and hit enter. Now the folder will open on a new window from where you can simply drag and drop the selected content to your CD drive folder.

This way free help desk experts guide ways to backup Outlook Express address book as well. Now going beyond backing up your Microsoft Outlook Express messages and address book content, you can also keep email account information to the back up CD. Some times, mostly in business purpose, users create multiple identities to their Outlook Express account. IT support for small business set-ups provide specialized tech support to backup their each identity separately.

Online computer support professionals also provide back up software tool in case users find the manual process too complicated. The software applications are also capable enough to save your emails, attachments, signatures, mail rules, address book, stationary, and even the blocked list. But the downside is, you need to pay around – to purchase the program while the manual task is of course cheaper. So, it is always wise to go for a remote tech support assistance to get such jobs done at a cheaper expense.

Find More Free Help Desk Articles

www.spiceworks.com – Help desk solutions work better if they are specifically designed to assist a particular business, especially when they make use of a reliable help desk management software. So put up an IT helpdesk that is crafted according to the needs and nature of your business operations. Discover various help desk solutions available and choose one that is exactly right for you.
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Help Desk Software For Small Businesses

When profits go down, the first area in which a small business may want to save money is its help desk. This type of frugality has its costs, however, in the form of long call backlogs, angry customers, and eventually even lower profits. A better option would be to improve the efficiency of the help desk in order to ensure even better service at a lower cost. One of the best ways to accomplish this task is by purchasing help desk software to streamline operations.

There are a variety of help desk software packages on the market. Among the most popular are Support Wizard, Parature, and FootPrints. Help desk software can assist the small business owner in comprehensive, adaptable problem resolution including generating and tracking tickets, responding to requests, and automating communications using outlets such as through calls or email. Help desk software is particularly useful for small businesses in which key personnel often travel, because it can allow access to the help desk over the Internet.

In case you think it’s too expensive, consider the costs to the customer of a software-less help desk:

o Time wasted deciding where to go for help.
o Time wasted on hold for customer support personnel.
o Time wasted reading through dense product manuals.
o Time wasted through poor procedures and practices.

Ultimately time wasted for the customer will result in dissatisfied customers and poor business performance. Direct costs to your business may include:

o Lower employee productivity when staff is called away to assist.
o Duplicated support efforts.

Nevertheless, be prudent when considering the purchase of help desk software, because not all packages are appropriate for small businesses. Some packages include hidden charges such as frequent updates, so it would be a good idea to find out what updates are expected and how frequent they occur. Nevertheless, think carefully before going to the other extreme and using free help desk software available on the Internet – these packages usually have serious limitations and are appropriate only for very small operations. Nevertheless, small businesses should choose software with a relatively small number of features. Keep it simple because it’s unlikely a small business will need every feature of a complex product, so why pay for it?

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Helpdesk Does it Really Help?

Help Desk is a place where information technology users get assistance for their IT related tribulations.

This assistance is generally provided through a toll free number, a website or an e-mail address. In a small organization, help desk can be a phone number of a particular technician who deals with computer troubles. But in a big organization, help desk is a group of computer experts that deals with various hardware & software related problems and keeps track of response to the problem.

Some alternative names given to a helpdesk are Computer Support Center, Customer Support Center, IT Solutions Center IT Response Center, Customer Support Center, Resource Center, Information Center, and Technical Support Center etc. Every organization has its own help desk. Major functions of help desk include Call management, Knowledge management, Call tracking, self help capabilities and problem resolution.

Help desk is different from a traditional phone system: A help desk is different from traditional phone in the following ways—

• One needs not to replicate itself again n again on the phone that leads to ease of work. In case of traditional phones sometimes the person on the other region doesn’t understand your problem well and you have to repeat yourself many times.

• Help desk is a quicker way of solving a problem. Help desk always has a technician present to resolve your dilemma.

• You can get a good solution to a problem. Because when more than one person is listening to your problem, you can get more than one views on same problem. Help Desk keeps the whole team together to get you suitable solution in the shortest promising time

• You can get the benefit of previously solved queries.

• You will sometimes get a written solution to your problem. Written e-mail confirmation assures you that somebody is there fro you to help you.

Help desk play a very important role in expanding a business. A business always flourishes, if your customers are happy. Help desk plays a key role in customer’s satisfaction. If a customer has some kind of confusion with your service or product, then they are independent to ask any question regarding the product or service from a help desk. A help desk mainly performs the following functions:-

Gain customer satisfaction
Improve public image
Increase efficiency

There are many help desk softwares in the market. For example SysAid is free help desk software that provides help regarding an organization’s inventory problem. E11 and ZaZaChat is another help desk software that solves the need of a small business as well as big organization. Kayako provides online help desk software and support solution. BridgeTrak Suite helps your organization by issuing information important to business communications and customer management.

Welcome to the online help desk section at Xone Creative On this page you will constantly find new free PDFS and videos that will help you deal with some of the biggest problems that small business face. We also have many great journals and articles that we write weekly in response to most common questions we receive about marketing and advertising. That information can be found on our blog page. The information on this site is free of use and you have our permission to distribute it as you wish. Thank you for visiting out free help desk and once you are done reading the PDFS for any additional questions please email us info@xonecreative.com Thank you, and we hope this information helps!