Help Desk Software...and More!
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desk software and CRM software downloads, reviews, help desk job listings, comparisons, vendor listings (software, outsourcers, call center, IT asset management), industry event listings, and more. We also offer free trials and downloads for asset management software and help desk white papers.
Since 1995, Helpdesk.com has been the service and support industry's
leading online resource for help desk software and CRM products
and services, providing a one-stop web site for IT professionals, users and evaluators involved in providing world-class customer support and internal employee IT support services.
Helpdesk.com is the trusted source of reference for the global audience of ITSM evaluators, buyers, users, and customer support professionals who believe in the benefits of delivering premium customer service and internal IT support.
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Featured Resource - Job Listings
>> Help Desk Job Listings *Updated Daily!*
What is Help Desk Software Anyway?
We naturally get this question quite a bit! In summary, help desk or service desk software works to automate the service management and support function. Typical support desk purposes include helping users retrieve lost passwords, helping customers troubleshoot product issues, assisting employees with hardward and software technical problems, and more. There are number of service and support solutions available that offer rich and robust functionality for optimizing the help desk management process...
>> Read help desk software overview
>> Evaluate service & support vendors
Get Fresh Service & Support Tips from the Help Desk Coach!
Whether you're managing an internal help desk or external customer service desk, you'll need to stay on top of the latest tactics and strategies to ensure maximum client satisfaction. While help desk management or service desk automation software can help streamline and optimize operations, it's the "human factor" that arguably counts the most for effective support that satisfies your end users. Visit our Help Desk Coach area for insights into effective service and support desk management.
>> See the latest Support Q&A Questions
>> Take the Help Desk Quiz!
It's a Social - Join The Social Help Desk Revolution!
It’s impossible for an IT professional to go anywhere without hearing about the social media paradigm transforming the help desk function. Help desk software providers are rushing to augment their platforms with tools and technologies integrating social features and functions. The more advanced solutions not only embed Facebook/Twitter integration, but actually make these social platforms the center point of the solution (or in some cases at least provide the option for this). One could argue that social integration, like Facebook and Twitter, are probably more ideal for external customer (CRM) support.
>> See infographic
>> Read It's a Social - How to Get Your Help Desk Into the Party! (Helpdesk.com blog)
>> Read more: Help Desk Software TO THE CLOUD! (Helpdesk.com blog)
Infographic: Understanding the Help Desk Software & Support Workflow Process
It goes without the saying the help desk and support process can vary significantly from organization to organization. This informative infographic does a great job illustrating and identifying all the various moving parts of the service and support function. From initial problem/issue/service request entry point -- be it social, phone, email or other -- to the support software, platforms and applications working to automate the service desk function -- this infographic provides a relevant and useful flowchart representation of the support process from beginning to end.
>> See help desk workflow infographic
See Gartner's Latest Service & Help Desk Software Magic Quadrant!
Gartner's recent Magic Quadrant for IT Service & Support Management Tools (ITSSM) provides an insightful comparison of top service and support software vendors in the space. Functionality reviewed - pertinent to the help and service desk - includes problem/incident managment, change management, knowledge management, request management, and more. If you're presently evaluating help desk service and support software, be sure to review Gartner's assessment of vendors, including strengths and watch points. Also be sure to read it if you're interested in learning more about the state of the industry in terms of technology and trend.
For further information on service and help desk management, visit these other valuable resources:
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