HelpDesk is an automated system that is designed to monitor, process and fulfill customer requests. HelpDesk is usually characterized by great functionality and a simple user interface.
The main tasks that HelpDesk solves are:
- formation of tickets (client requests)
- control over the execution of tickets
- sending messages
Virtual infrastructure rental
As a rule, modern HelpDesk functions on the basis of a web interface, in real time (online). This allows you to improve the quality of support and the speed of processing requests.
Communication with the client is conducted by e-mail or on the website portal. Ticket statuses are usually updated automatically.
Of the additional functionality, HelpDesk may have electronic databases:
- customer data
- service contracts
- products offered by the company
- any ready-made solutions, FAQ, etc.