What is a Helpdesk?
A help desk or service desk is a single point of contact
that provides centralized information and a support management service to
manage the internal or external requests of a company. A technical assistance
software solution allows companies to resolve customer complaints more quickly
and efficiently simply by automating the complaint resolution process with the
ticket management system.
Types of Helpdesk
There are several ways to classify the assistance service
system available in the market. For example, depending on the distribution, the
size of the company and the customer service function. The types of technical
assistance software are generally classified today according to their
distribution, the size of the target users and the accessibility of the source
code.
Web support service
This refers to the service hosted in the cloud or software
as a service (SaaS) where the company can rent the subscription-based solution,
saving costs and facilitating the reduction of personnel.
On-premise Helpdesk
When the company owns and hosts the system and has full
control over the support service and is solely responsible for its maintenance
and operation
self-service
Corporate Assistance Service
The corporate support service not only has the standard features
of the support service, but goes beyond responding to customer requests at
faster resolution rates, as it also includes features that improve the overall
efficiency of the company.
Open Source Helpdesk
With an open source support service, developers do not need
licenses or user permissions to access source codes. This reduces dependencies
and simplifies changes and improvements.
Read More: it services and support
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