IT help desk software can be a valuable resource for technicians to manage and resolve troubleshooting tickets. Most companies realize the benefits of purchasing help desk software since it is a reliable way to manage customer inquiries and complaints. IT help desk software is preferred by both companies and clients over a traditional call center.
In traditional call centers, customers often complain of long hold times and unreturned voicemails. Other times, the less-than-technically-savvy customer may become frustrated in his or her attempt to explain the problem. Help desk software allows an IT department to effectively manage and direct certain issues to the appropriate personnel.
Many IT help desk software programs offer the convenience of a user-friendly menu and easy-to-manage files. Customers can choose from a variety of help topics and even copy and paste error messages to send to IT. For those customers who are not technically advanced, menus can be set up to offer a variety of common questions.
HelpDesks.com is an excellent resource for extensive IT help desk software reviews and information. This site allows you to compare the leading providers of the products to find the right program for your needs. Convenient charts allow you to see various amenities offered such as whether or not the program is web-based, costs associated with purchase and upgrades and the number of users allowed for each program.
One of the most popular IT help desk software programs, according to consumer reviews, is FootPrints. On a scale of one to ten, it has a rating of 9.2 and has multiple consumer reviews. This is a web-based program, and the initial cost is around $6,000. FootPrints offers unlimited user capabilities and free upgrades with their annual maintenance contract. This program is compatible with Linux, Windows NT, Windows 2000 and Unix operating systems. It also offers searchable databases, assignment of reference numbers, F.A.Q databases, billing databases and much, much more.