Types of Help Desk Software

Help desk software are of various types. Some are all-rounder. Some are for specific tasks of help desk.

All-Rounder Help Desk Software:

The help desk software applications in this category perform virtually every task that is addressed in a general help desk department. The common functionalities of all-rounder help desk software applications are:

• Many help desk departments take measures for service level management in order to provide quality services and/or products. The help desk software products do it more efficiently.

• Reporting is another functionality that is found in all-rounder help desk software applications.

• Call optimization is also one of those operational features included in virtually all all-rounder help desk software systems due to its ability to often locate the cause of a problem without analysts having to spend time gathering information from the end user.

Particular Purpose Help Desk Software:

To address the broadened needs of specific help desk tasks, software manufacturing companies started making help desk software applications for particular help desk tasks. Some of the help desk software products for specific tasks are:

Tracking Help Desk Software:

This type of help desk software provides tracking of requests, tickets, problems, calls, assets, suggestions, and complaints. Many top commercial businesses use it and are achieving rewarding results.

CRM Help Desk Software:

CRM help desk software applications are helpful in effectively running sale departments and call centers. This type of help desk software products is actually a concoction of internet customer self-service, contact tracking, knowledge management, customer support, project management, and sales intelligence.

Administration Help Desk Software:

Most administration help desk software applications provide internet web integration, time tracking, contact management, issue Management, knowledge base, MAPI email integration, contract management, work group management, and scheduling.