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Help Desk

By ndrogo ·
We are a mid size compnay and managment does not want to hire a full time help desk person to answer the phones. We are made up of 5 technicans that rotare a emergancey phone and handle all calls.
I was wondering if anyone could give us some help. We are looking to
change they way we handle our help desk and looking for some software to
help us We want a solution that would allow user to call into a
extension
and leave a message of the issue. The user then would be notified
automatically via a email or call that we received the message and we
are
working on it. Also technicians would receive a email that a call came
in
and the call would be added to a Que. A Voip solution would be great
since
we looking to move to Voip. Does anything similar to this exists. Some
type of call management system or call center software. Thanks,
Nick

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All Answers

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Lots of software options

by Maevinn In reply to Help Desk

There are tons of software packages out there for help desks. And, depending on your staff capabilities, some of it can be built without too much work. Google "HelpDesk software", get a feel for what's available (some even offer a free trial) and determine how much your business will spend.

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Help Desk

by blckspder In reply to Help Desk

I don't have a VoIP solution. But a good web based system works wonders. We built one at my company and we love it. Employees enter a ticket at a website and we receive notification and the employee can track the status of the ticket at all times. We can assign nature and sub-nature codes to each ticket as well as multiple resolutions.

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