Best Help Desk Software

Finding the best help desk software is really a difficult task to be done. A simple google search may show you the best help desk software to the worst one or simple and complicated help desks. So there required a detailed analysis before choosing the best help desk software for your business.

Here i am going to share about the best help desk software in the market.

ManageEngine ServiceDesk Plus
Website : http://www.manageengine.com/products/service-desk

With ManageEngine ServiceDesk Plus, there wont be any help desk worries. It is easy to install without any expert guidance, no addons or plugins required and gives you a good user experience.

Best ITIL Help Desk Software with Asset Management

ManageEngine ServiceDesk Plus helps you to manage your help desk tickets easily by automating processes like request routing, business rule application, SLA management and escalation management.

Best Help Desk Software Work Flow

ManageEngine ServiceDesk Plus have integrated asset management solution along with help desk software. Get accurate inventory of all software and hardware assets in your organization, scan and discover all your assets automatically.

Best IT Asset Management Software

ManageEngine ServiceDesk Plus implements ITIL best practises inbuilt into the help desk with asset management modules. IT service support modules like incident management, problem management, change management and CMDB can be implemented successfully using this best help desk software

Best ITIL Software

ManageEngine ServiceDesk Plus supports integrations with network monitoring software, applications management, storage device management, VoIP call & QOS monitoring, WLAN management, network configuration management, windows desktop management and so on.

Best Help Desk Software Integrations

More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages.

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IT Help Desk

Today's IT organizations face some countless, laborious and time consuming processes like answering phone calls, manually log problems and so on. There arises the need of IT help desk to get rid of all your IT problems and maximize your profits.

Source : IT Help Desk

Any business with no IT help desk faces some consequences like improper help desk workflow, lack of best practices to be adhered, wastage of time, no knowledge base for future reference, work pressure, confusion in ticketing systems and lack of trend & productive analysis.

IT help desk solves all those IT problems though an easy to use web based portal which satisfies all the ITIL best practices.  Streamline your IT processes by converting emails into tickets automatically, tracking phone calls and web-form requests, knowledge base, self service portal, automatic request routing, business rule application, SLA management and escalation management.

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IT Help Desk Management

IT help desk management is extremely essential to maximize profit of any organization and to streamline the IT processes. With automated IT help desk management in place, it becomes more easier for your IT department to carry out their responsibilities efficiently in an effortless manner.

Source : Help desk

Here are the benefits you gain with the reliable IT help desk management software like ManageEngine ServiceDesk Plus.

• Provide a web based interface to your company employees to raise their requests and queries.
• Reduce the burden of your support staff and sys-admins to a greater extent.
• Set rank, priority and criticality for the requests as they arrive and manage incidents effectively through simple to use it help desk management.
• Reduce the turn around time by giving solutions to various incidents through knowledge base itself.
• Define business roles, groups and assign the incidents automatically to the technicians, based on availability and other filtered criterias.
• Provide a self service portal to your employees to submit their tickets, access the knowledge base and to check the status of incidents.
• Define SLA and get solution to the requests within a specified period of time by managing automatic escalation practises. 
• Convert the solutions submitted while resolving any incident into knowledge base articles thereby preserving them for future reference.
• Send automatic notifications to technician and users whenever a ticket is assigned, closed or resolved. 
• Get periodic help desk reports on IT help desk load, performance, SLA violation etc to do a trend analysis for future.

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Trouble Ticket System

Trouble ticket system is the process of issue tracking where you can manage all the help desk requests effectively.  It is otherwise called as issue tracking system, ITS, support ticket or incident ticket system.

Here is the workflow of the popular help desk trouble ticket system.

Source : Help desk

The basic steps involved in any trouble ticket system are as follows.

• Technician receive ticket from customer through various mediums like telephone call, email, phone, forums, chat or web portal.
• Then the ticket will be verified and all the required informations about the incident will be collected from the customer, if necessary.
• Ticket will be created with all the informations provided by the customer.
• Business rules, service level agreements and groups then come into action. While considering help desk softwares like ServiceDesk Plus, automatic assigning of help desk tickets and escalation management can also be facilitated.
• After clearing the issue, the tickets will be marked resolved by the corresponding technician. All the steps taken in resolving the issue will be added by the technican in the trouble ticket system so that it will be added as knowledge base for future reference.

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