Help desk software: Difference between revisions

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{{Short description|Software used by customer care operators}}

'''Help desk software''' is a [[computer program]] that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. It is what makes customer-care service efficient and enterprising.<ref name="PC1">{{cite magazine|last=Oliver|first=Haslam|title=The Best Help Desk Software of 2015|magazine=Pcmag|date=4 September 2015|url=https://www.pcmag.com/article2/0,2817,2489457,00.asp|accessdate=11 January 2016}}</ref>

Generally, help desk software is part of an umbrella category called the service desk, which includes [[asset management]] and [[IT service management]]. Oftentimes, and the two terms are sometimes used interchangeably. Nevertheless, helpHelp desk software specifically refers to the system that addresses customer queries.

==History==

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Meanwhile, the actual introduction of help desk systems began in 1980 when the internet was officially made available for public use. Many companies started outsourcing their [[customer service]] department. This led to the massive use of email and live chat systems in the 1990s. This new development enabled several [[United States|US]] companies to outsource their help desk to [[Low-cost country sourcing|low-cost countries]] like [[India]] and the [[Philippines]].

In the 2000s, companies began to use diverse kinds of software packages to deal with customer-care issues. This led to the massive production of different kinds of help desk software programs across the internet and the world at large. In recent times, the internet and networked systems make help desk software more interactive and participatory for customers and agents. CustomersCustomer can now submit and track their issues more easily. The most popular support channels today are self-service portals, chatbots, community forums, email and phone support, live chat, and social media messaging.<ref>{{cite web |title=Help Desk: A Complete Guide (2022) |url=https://www.happyfox.com/help-desk/#whatIsHelpdeskSoftware |website=HappyFox |access-date=21 March 2023}}</ref>

Customer service and help desk software systems have become increasingly popular in recent times. According to a recent report, there is a massive increase in sales of [[customer relationship management]] (CRM) software, which includes help desk software across the globe.<ref name="ITWC">{{cite news|url=http://www.itworldcanada.com/article/canada-lags-u-s-in-adopting-help-desk-software-as-email-spreadsheets-still-prevail/376078|title=Canada lags U.S. in adopting help desk software as email, spreadsheets still prevail|last=Gary|first=Hilson|date=23 July 2015|accessdate=11 January 2016|publisher=IT World Canada}}</ref>

==Basic characteristics==

Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include [[Issue tracking system|Ticket Management]], Automation Suite, and Reporting/Optimization.

Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. It may accommodate multiple points of contact; a working dashboard; and an analytics section. It may also have a feature that allows agents to escalate issues to a higher level.

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* [[Issue tracking system]]

* [[Technical support]]

* [[Comparison of help desk issue tracking software]]

==References==