Help desk software comparison.

Help Desk Software Comparison

Help desk - In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem. In many companies, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in. In larger companies, a help desk may consist of a group of experts using software to help track the status of problems and other special software to help analyze problems.

Typically, the term is used for centralized help to users within an enterprise. A related term is call center, a place that customers call to place orders, track shipments, get help with products, and so forth.

The World Wide Web offers the possibility of a new, relatively inexpensive, and effectively standard user interface to help desks (as well as to call centers) and appears to be encouraging more automation in help desk service.

More definitions from SearchCRM.com

The table contains side by side comparison of three popular customer service software packages.

Help Desk Lite. The script designed for those, who prefer corresponding with customers using their favorite email program rather than through completely web based help desk. An ideal solution for service agents, what do not have a permanent connection to the Internet.

. Completely web based help desk software featuring unlimited operators, bulletin board correspondence tracking, unlimited customer service forms and email alerts.

. Remotely hosted feature packed customer service solution with embedded customer database and FAQ builder, support for file attachments and automated ticket escalation.

	Help Desk Lite
Ticket tracking (unique id)	Yes	Yes	Yes
Ticket states	Pending / Open	Pending / Open / Responded / Solved	Pending / Open / Responded / Solved
Correspondence tracking	Local email program	Web based, bulletin board style	Web based, bulletin board style
Customizable service request forms	Yes, html templates	Yes, html templates	Yes, web based custom fields manager
File attachments	No	No	Yes
Email notifications	Yes	Yes	Yes
Customer database	No	No	Yes
Ticket escalation	No	No	Yes
Customizable layout	Yes, via script source code	Yes, via html templates	Yes, via web based layout manager

For more information pertaining to help desk vendors, support solutions, industry publications, help desk research, call center software, industry events, visit the HelpDesk.Com and searchCRM.Com.

help desk software | |

(c) - 2003-2006, CGI Research. All rights reserved.