The Help Desk Lite™ is very simple and
free help desk software
what provides two major functions every customer
service system must support: service ticket tracking and operator assignment.
It is a CGI script written in Perl and it is intended for those,
who prefer corresponding with customers using their favorite email program rather than through
completely web based help desk.
This open source customer service software enhances your email based workflow via
Customizable mail forms. You may create as many
customer service form templates as you need. Each
contact form may have as many data fields as required in order to collect all relevant information.
Ticket tracking. The help desk software ensures that every customer inquiry is assigned unique tracking number,
what may be referred to in follow-up correspondence.
Operator assignment. Have you ever happened to be writing an e-mail reply to a customer inquiry and by the
time you have hit send button, another member of your team has already dealt with the problem? It happens all
the time because generic email system is not intended to operate in a "groupware" mode. The help desk software
eliminates the problem, as it requires claiming an ownership over a ticket before ever starting to compose an answer
and ensures that no ticket may be assigned to more than one operator.
How does it work?
With Help Desk Lite creating a trouble ticket is as easy as submitting a web form and it is exactly what happens first.
Step 1. Customer clicks on "contact us" link placed on your html pages and arrives to the
customer service form, what is prepared by the help desk software. After filling in contact info,
inquiry text and (optional) your custom fields the customer submits contact form and is presented with confirmation
page showing the unique tracking number. At the same moment an email notification is being sent to a broadcast email
address, ensuring all operators (service agents) were informed about new ticket submission.
Step 2. An operator logs into the web based help desk, selects the inquiry from the list of
pending service tickets and claims responsibility over it. The help desk software immediately removes taken
ticket from the pending queue and a copy of the message is being emailed to the operator as if it was sent directly
from the customer's computer. At this point operator may start composing a response using his/her favorite mailer program
with a single click on "reply" button.
To put it simple, the Help Desk Lite captures a customer inquiry and releases it to the operator, which was the first to
claim an ownership over the ticket. It is the entry level script in our
and is an ideal solution for
service agents that do not have a permanent connection to the Internet.
Which help desk software package is right for you?
The
section provides side by side evaluation of 3 popular customer service packages.
