Softrend Helpdesk

What is Helpdesk System?

 

Helpdesk System is an assistance resource which problems or issues are reported and subsequently managed and coordinated. In the past, Helpdesk have been used by Call Centers catering for customer enquires on pre or post sale issues. Telephone as the intermediate medium for providing the supports.Using this kind of services, it gives lots of weakness to system such as: -

  • Customers get frustrated when awaiting the call been answering.
  • Another call need to make for the progress reports if telephone calls are not made back to them.
  • Customers must explain in detail the problems to someone untrained and unable to resolve the issues immediately.
  • Customers not sure whether their issues will be dealt with if they left the telephone message.

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    Now, the Internet based helpdesk gave the customers direct route into the helpdesk that more flexible to the customers to submit the reports/issues (ticket) by themselves. Any available technicians will response to that request issues and solved its in quick time. Besides just resolved the problem, it can do many things like:-

  • Record all the information about the customers’ name, request issues, technicians, date and time of the issues and etc.
  • Create reports for the issues, technician performance, customers’ feedback and etc.
  • Forward the email to the other technician to resolve the issues.
  • All the previous issues had been stored in database for the future reference called Knowledge Base.

Use other software to give more response time on the request issues.