Before you can understand what desktop help desk software is, you
need to understand its core terms Help Desk Software. Basically,
help desk software is a help desk system that may operate either
through your desktop workstation or through web-based applications.
The help desk software which can be run via desktop workstations is
dubbed desktop help desk software while help desk software which is
dependent on web-based applications is called web-based help desk
Some features which desktop help desk software are known for would be
an ability to create a host of reports, contract management functions,
knowledgebase, email logging, email notification, and of course the
necessary web interface. Each desktop workstation could be connected
to the network via conventional access (meaning cable infrastructure)
or through remote access (which means you could even move your
desktop computer to different locations and you would still be
connected to the system.)
Desktop help desk software can also be designed to assist help desk
support staff when they are trying to diagnose the problems
encountered by desktop computer users. This desktop help desk
software system that is used by help desk department of a particular
organization will itself require continuous maintenance, and
management, and even occasional or periodic upgrades, if that help
desk department is to stay on top of its technical support functions.
It is important that the help desk department rely on best practices
strategies to manage its responsibilities.
Why is it important to use appropriate desktop help desk software?
Aside from the obvious benefits to customers (the callers), the
organization running the help desk department itself will be able to
avoid running astronomical costs linked to calls and incidents. Some
experts price the process of problem resolution per caller at $14 to
$18 while each incident necessitating a higher level of help desk
support may run to as high as $90 per incident. It is believed using
the right desktop help desk software may mitigate such expenses on a