Help Desk Software Guide

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Handling Service Requests

The service provides an interactive channel to manage and fix non-urgent technical requests. When receiving a request, Help Desk personnels will analyse the technical problem, and verify the problem origin, whether the problem is a usage/operation error or technical defect/bug of the product.

Request Handling means that an answer to a Customer's technical question/query will be provided.

Problem Report Handling means that the problem will be processed. In case of a technical defect/bug, the problem is routed to the proper department for correction, and that department will communicate with the customer and schedule a time for providing a solution.

In order to have a record of the reported problem so that they can be tracked, there is a need for a good Help Desk Software tool.

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