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Help Desk Software ComparisonHelp Desk Lite. It is a very simple and free help desk software that provides two major functions every customer service system must support: service ticket tracking and operator assignment. This CGI script is written in Perl and is intended for those, who prefer corresponding with customers using their favorite email program rather than through completely web based help desk. This open source customer service software enhances email based workflow via customizable mail forms, ticket tracking and operator assignment. The Help Desk Lite does not require permanent connection to the Internet in order to compose an answer. The service workflow is as follows: an operator logs into the web based help desk, selects the inquiry from the list of pending service tickets and claims responsibility over it. The help desk software immediately removes taken ticket from the pending queue and a copy of the message is being emailed to the operator as if it was sent directly from the customer's computer. At this point operator may start composing a response using his or her favorite mailer program with a single click on "reply" button. To put it simple, the Help Desk Lite captures a customer inquiry and releases it to the operator, which was the first to claim an ownership over the ticket.
Work from anywhere, whether you are at your desk, on the road, or working from home, the trouble ticket software has the tools you need to access your customer service database. All of Trouble Ticket Express features can be accessed though a web browser on virtually any operating system. The bulletin board correspondence tracking displays every trouble ticket as a sequence of messages. The status attribute shows whether the ticket is new, open, resolved or waiting for more input from the requestor.
Each trouble ticket may consist of unlimited number of messages arranged in a bulletin board fashion. Simplified markup tags allow to control text appearance (bold, italic, underline, code) and to insert html links and images. Any message may be marked as hidden to facilitate internal communications and notes. Registration is optional, as anonymous (guest) visitors may access their tickets using unique access keys. Using an integrated FAQ Builder the solution may be published in a searchable knowledge database the very moment a problem is solved. Both ticket and customer databases support up to 10 user definable fields to keep additional information. Each The system features automated language detection using encoding info captured from email headers and supports direct urls to access your customer service web site using different languages. Side by side help desk software comparison
* - Requires purchase of an add-on module. For more information pertaining to help desk vendors, support solutions, industry publications, help desk research, call center software, industry events, visit the HelpDesk.Com. |
