WHAT IS SERVICE DESK Or HELPDESK?

A Service Desk is a ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments.

The Support Ticketing Management System (also called as Help Desk or Help Desk Ticketing System or Remote Help Desk Support System), enables MSPs (through administrators and help desk staff) to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, and generate reports and more.

SpecificIT Service Desk is a fully featured cloud-based ticket management system that is a part of SpecificIT - a complete, scalable central IT management platform that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security management and other essential IT management tools for MSPs in a single, easily navigated console.

The SpecificIT Help Desk Ticketing System provides enterprises with a single point of contact for meeting communication needs of all departments- internal as well as customer facing. A company, its customers, employees, business partners all would converge at the Help Desk and a strong and effective workflow would thus be maintained.

MSPs will be able to gain real-time visibility as issues develop and generate detailed reports based on project timeline, assets, costs, ticket type and staffing. Further, MSPs will be able to easily define service level agreements and configure ticket due dates, warnings and billing to match. It also allows the administrators to set up auto-responders, knowledgebase articles, and automatically assign tickets to departments/staff based on specific criteria

TYPES OF SERVICE DESK

There are, generally, four types of Service Desks available-

Local Service Desk: Located within or near an enterprise's premises, it caters to the requirements of a small or medium-scale enterprise. It would help address requirements of country-wise or location-wise entities of an enterprise. However, this service desk would not be enough to handle large volumes of calls or service requests.

Centralized Service Desk: A more cost-effective and efficient solution for ticket management, the centralized service desk helps manage larger volumes of tickets/calls with fewer staff members. An enterprise that maintains local service desks will benefit by merging them into a centralized desk.

Virtual Service Desk: This is the most commonly used type of service desk among enterprises, corporate and IT companies. Through the Internet, a single, centralized Service Desk takes care of all tickets raised from all types of devices and entities in different geographical locations. The tickets can also be addressed and managed by personnel in various geographical locations.

Follow the Sun Service: Some enterprises combine Service Desks located at multiple geographical locations to provide round-the-clock service.

 

WHY DO YOU NEED SERVICE DESK SOFTWARE?

Do you keep track of your customer requests with sticky notes, and email - or have you upgraded to using spreadsheets?

Well, none of these is an ideal solution for keeping tracking of all those many requests that your customers would keep on generating…

You need to easily track as to what the issue is, who it came from, what kind of SLA is in place to resolve it and such things.

The SpecificIT Service Desk module, integrated into the SpecificIT MSP, provides you an easy and efficient way to manage and respond to customer requests. It allows your customers help themselves; it offers them a place to log their issues, track its progress without having to email, call or text you. On the centralized dashboard you can easily view the status of each ticket, whether it's open, closed, overdue, and even specify and view the different priority levels.

SpecificIT Service Desk provides you and your customers a clear insight, with clear statistics and reporting. There is also an integrated knowledge base providing your customers with instant answers to common questions, giving them the ability to help themselves, reducing the demand on your IT staff.

With SpecificIT MSP completely integrating Service Desk with all of its modules, tickets can be created for actions needed from other modules and the actions taken, without having to leave SpecificIT, providing your staff with a single complete IT management system.

 


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