| Help desk software is an application offered by | | | | network, offering necessary IP details and control on |
| companies, through which customers can access their | | | | each machine connected in the technical service |
| technical support services. These programs not only | | | | network. |
| offer customers with background and technical | | | | The software also centralizes data in a database, |
| information of the organization and its services, these | | | | offering service request history and response logs. |
| solutions also forward customer service requests to | | | | Overall, the software offers software and hardware |
| the help desk and alert the right agents via intranet. | | | | inventory in a single, easily accessible, user-friendly |
| Similarly, the application can be used by the technical | | | | web interface. |
| staff to access emails and follow-up customers with a | | | | Other benefits: |
| variety of follow-through techniques. The best feature | | | | * Offer forms for service requests |
| of help desk software is that it allows the access to | | | | * Sort, classify and modulate service requests |
| the database that logs solutions. | | | | according to priority. |
| A core and vital part of a successful business, the help | | | | * Print reports on the call logs and performances of |
| desk is the place where problems are reported and | | | | the help desk. |
| managed. A quality help desk software can easily | | | | * Efficient usage and communication via Email, SMS, |
| work in cooperation of existing software and design. | | | | and instant messages |
| Most help desk software have a live chat feature that | | | | * Cooperative features such as escalation, automatic |
| can be used to interact with customers. | | | | notifications, a knowledge base |
| Presently, a large number of companies are using | | | | * Management and monitoring of organization |
| remote access programs to handle technical problems. | | | | inventory and confidential files |
| Software such as Microsoft Remote Desktop, | | | | * A variety of interfaces in English, French, German, |
| BOSSAssist, IBM Tivoli, PcAnywhere and Dameware | | | | Spanish, Italian, and Hebrew free online support, |
| are just a few of the many such programs that can | | | | patches and updates for six months. |
| handle support service issues. | | | | 2. Liberum Help Desk |
| Free Help desk software | | | | The Help Desk software was created for small time |
| 1. SysAid Help Desk | | | | or medium sized businesses and organizations. The |
| SysAid is a software suit of web based It | | | | software involves a more graphical interface, which is |
| management, that has simple interface, varied features | | | | simple and easy to use. The software can easily |
| and easy to install and maintain. The software is well | | | | administer and track technical support problems. |
| programmed and can easily automate processes for | | | | Besides, being open sourced, the base code can be |
| help desk, hardware configurations, asset monitoring, | | | | easily customized and modified under the GPL license. |
| software licenses, tasks, and projects. | | | | The base code is written in HTML, ASP code and |
| The SysAid software can easily bond with the private | | | | runs on the Windows NT/2000/XP. |