Setup of service desk
what is the best setup service desk?
Software/Hardware used:
Software/Hardware used:
ASKED:
November 18, 2008 10:45 AM
UPDATED:
March 15, 2012 9:33 AM
Answer Wiki:
That depends on what your needs are. Can you be specific about what you are looking for? How many people will be helped? What is the corporate environment? What specifically do you need to resolve with your setup? Do you have one now? If so what needs to change? Your question is too broad, it is like asking what is the best car to buy and giving no details as to your driving habits, what you need to do with it, what your family situation is, how many miles you drive, etc. How could anyone advise a car with no details? Please be more specific. Thanks.
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If you spend a lot of time replying to your customers’ email requests, you know all too well how important it is to track how much time has passed since each request was received, its current processing status (not yet read/answered/requires additional consultation), who is involved in providing a response, and of having a complete list of requests from the same customer for reference.
Experience shows that using a regular email client (e.g., Outlook, Thunderbird, Gmail) does not give the whole picture quickly nor in a convenient way. It has been proven that providing high-quality customer support is only possible using special software — we recommend our iKode service desk X, which is a web-based, easy to use and free service management software to resolve IT issues by ITSM work flows.