Articles by Susy William A few days back, a Web Host enquired about available Helpdesks in the market. Having closely associated with the Web Hosting industry, I quickly typed down the names of available Helpdesk systems, including Open source and Commercial Helpdesk Systems.
Later, I thought it best to search for available Helpdesk systems. To my surprise, I couldn’t find a single website which gave me information on all the available Helpdesk systems. I decided to simply sit down and write this article.
The first time I came to Bobcares, I heard the word “ticket “. It was common to hear among my colleagues : Hold on .. I have got to handle one more ticket. And then we can go for a coffee. Of course I have heard the word “ticket” before, like train tickets, bus tickets, flight tickets, cinema tickets). It shows that you have paid for admission to a theatre, movie theater, amusement park, zoo, museum, concert, or permission to travel on an airplane, public transit, boat trip, typically because one has paid the fare. But what does that have to do with this engineer working on Web Hosting servers ?
A ticket, in the Helpdesk context refers to a request for help by customers. The main benefit in having a Helpdesk Software, is that it gives you a clear cut idea on the type of issues that appear on your servers, the frequency of their occurrence, how it had been resolved and how much time was spent on the resolution of those issues. All in all, it is a critical part of a Web Hosts business. The choice of the right Helpdesk will help Web Hosts, do a better analysis of Incoming Support requests.
These are some of the features that make a Helpdesk system useful:
* 1) Ability to add staff members for specific area’s
* 2) Allowing follow-ups
* 3) Shouldn’t be resource intensive
* 4) Should be programmable for your custom needs
* 5) Integrated with a billing software would be very advantageous
* 6) Having separate queues
* 7) A custom header and footer for each support tech logging in
* 8) Search feature available and user friendly