Help Desk Best Practices-What Features You Should Look for in Help Desk Software

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Help Desk Best Practices

Help Desk Best Practice: Perform Customer Satisfaction Surveys on a Regular Basis

Create Your Own Customer Satisfaction Surveys or Use a Default

Customer Satisfaction Rating Alerts

Customer Satisfaction Survey Frequency and Survey Exceptions

Personalized Customer Satisfaction Surveys

Choice of Customer Satisfaction Survey Delivery Method

Customer Satisfaction Survey Alerts- "Please call me"

Help Desk Best Practice: Implement a Web-Based Knowledge Base Tool

FAQ and Most Frequently Used

Knowledge Base Accepts Attachments and Screen Shots

Knowledge Base Record Redundancy Avoidance

Knowledge Base Record Spelling and Grammar Checker

Search Knowledge Base from any Screen

Create Knowledge Base Articles from any Screen

Search the Knowledge Base your own way

Tabs for Easy Viewing Knowledge Base Results

Easy Copy of Knowledge Base Content into Help Desk Software System

Emailing a Knowledge Base Record to Customer

Simple Customer Interface to Knowledge Base

Knowledge Base Record Creation Options

Knowledge Base Record History

Help Desk Best Practice: Implement a Web-Based Knowledge Base Tool with Real-time Reports, Dashboards, Metrics and Business Analytics

Knowledge Base Status Report

Knowledge Base Status Report & Approval Work Flow Process

My Knowledge Base Status Report

Knowledge Base Statistics Report

Knowledge Base Records by Creator

Help Desk Best Practice: Implement Service Request Automation Processes in your Help Desk Software

Help Desk Software Accepts Attachments and Screen Shots

Help Desk Software Integration with Remote Control Software

Quick Resolutions

Automate Email-to-Service request Creation

Automatic Reminder of Standard Operating Procedures and Questions to Ask Customers

Parent/Child Service requests

Multiple Independent Service Desks within Help Desk Software System

Complete Audit Trail of all Service Requests and Knowledge Base Records

Quick Service Requests

Service Request On-Hold Clock

Create Multiple Service requests at Same Time

Help Desk Best Practice: Use the Help Desk Software System to Increase Communications with Agents and Customers

Communications with Agents and Customers

Marquee Scrolling Emergency Messages

Email Customers

Data Record Lock Notification

Assignee Alert Pop-up

Broadcast Messages

Automated Service request Escalation

Chat

Hot Keys

Help Desk Best Practice: Implement a Customer Self-Help Portal accessible 24 hours/day

Easy Web Self-Service Access

Help Desk Best Practice: Use Real-Time Help Desk Reports, Dashboards, Metrics and Analytics

Predefined & Customizable Help Desk Reports

First Call Resolution Help Desk Report

First Call Trend Help Desk Report

SLA Compliance Help Desk Report

SLA Compliance Trends Help Desk Report

Root Cause Summary Help Desk Report

Customer Satisfaction Survey Help Desk Report

Service Request Category Bar Chart Help Desk Report

Service Request Category Trends Help Desk Report

Open & Closed Service Requests Help Desk Report

Processing Work Load Help Desk Report

Processing Work Load-Off Hours Help Desk Report

Re-Opened Service Requests Help Desk Report

Submit Method Trends Help Desk Report

Service Request Count Help Desk Report

Service Request Frequency Help Desk Report

Closed Service Requests Report Help Desk Report

Closed Quick Service Requests-Major High Volume Incidents

Escalation Statistics Help Desk Report

Escalation Trends Help Desk Report

Current Escalations Help Desk Report

Customer History Help Desk Report

Help Desk Best Practices: Use Real-time Reporting Features that Decrease Time Required to Prepare Reports

Customized to User

Real-time Reports Automatically Emailed

My Help Desk Reports Section

Report Data Downloads in Excel and PDF Formats

Help Desk Reporting by Regions and Locations

Saved Help Desk Report Settings

Help Desk Dashboard on Management Home Page

Help Desk Industry Best Practices: Implement an Asset Management System that is integrated with the Help Desk Software system

Purchased-Software License Library

Detailed software license type categories

Link asset owner and assignee to customer database

Configure asset acquisition information

Software type categorization

Used Software License Detail

Customizable software library and detail records

Configure asset detail to your environment

Easy link to incidents

Real time software license compliance

Asset Auto-discovery integration with Help Desk Software System

Leased Assets Aging Report

Assets by Customer

Asset Repair Frequency Report

Asset Inventory Count Report

Software License Documentation Summary

Software Inventory Summary

Software License Change Report

Software License and Summary

Assets by Acquisition Method

PC Software Inventory Report

Assets by Profile Fields

Asset Loaner List

Software and Hardware Inventory Report

Help Desk Best Practice: Implement an ITIL Change Management Software System and ITIL processes

Integrate the Change Management System with the Help Desk Software System

Integrate Help Desk Software with ITIL Change Management Software System to Link Induced Problems to Changes

Change History Diary

Waiting Codes Automate Notifications

Required Close Codes

New Request for Change Notification

Simple Request For Change

Attach Documents

Required Impact Codes

Minor Changes Receive Streamlined Approval

Simple Change Management Roles

Induced Problems Associated with Changes

Configurable Priority Codes

Help Desk Best Practice: For ITIL Change Management Processes to be Successful Use Real Time Help Desk Reports, Dashboards, Metrics and Analytics

Request For Changes Close Code Report

Request For Change Status Report

Forward Schedule of Request For Changes

Back Out Request For Change Report

Request For Change Rejection Reason Report

Induced Problems Report

Successful Request For Changes Report

Request For Change Volume Report

Request For Change Category Report

Scheduled Request For Changes by Scope

Request For Change Source Report

My Requested Changes Report

Scheduled Requests for Change by Service Group