Call Management Software Guideline

Well, there are several essentials. After logging a call, you need to be able to give it a priority and status. You need to be able to log and catagorize solutions, for solving similar future problems. Some will let you also keep stats on who is having the most problems and let you use those stats for charge-back cases.

A lot of packages will also store a clients hardware and software configurations so you know what they have as soon as they identifiy themselves and give you a list of their past problems.

We're currently using DKHelpdesk, but there are a lot of similar packages on the market. It all depends on what management wants to see as the end result.