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What are the Benefits of a "Help Desk" isntead of just regular email?

by chewie49
13 replies
Hello,

I wonder: What are the real benefits of having a Help Desk Script instead of just putting a contact email address and respond from your regular email client?

Cheers!

Chewie.
#benefits #email #help desk #isntead #regular
  • Profile picture of the author theentry
    Maybe:
    1. emails sometimes can get lost (the arrive in spam folder etc)
    2. you can have a better overview of the 'chat' history
    3. for larger companies it's better to assign help tasks via an online cue system then via mail.

    But i still prefer direct email contact
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  • Profile picture of the author Bill_Z
    - Integration of knowledge base and "canned" answers (answers you use for the same question over and over)
    - Ability to assign tickets
    - Ability to view ticket history easily
    - Ability to see all tickets from a particular client/email address
    - Ability to easily sort tickets that are opened, closed, or pending a technician and/or the client

    Those are big ones that stick out to me.
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  • Profile picture of the author King Shiloh
    Banned
    I have the simplest answer for this interesting question:

    Help Desk is preferable because it offers a more thorough customer support than the regular email.
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  • Profile picture of the author Shaun OReilly
    Originally Posted by chewie49 View Post

    I wonder: What are the real benefits of having a Help Desk Script instead of just putting a contact email address and respond from your regular email client?
    Peace of mind for both parties.

    For the subscriber or customer, they know that their
    support ticket has been submitted and they can follow
    it's progress online over time.

    As a product and service provider, I have more faith in
    a support ticket system than e-mail where e-mails can
    get lost pretty easily.

    (Provided that the helpdesk software is working of course).

    With support tickets, the thread of the conversation is
    more easily followed and the work can be managed by
    other people too.

    I great free Help Desk System is HESK:

    Help Desk Software HESK - a free PHP help desk (no affil.)

    If you want a paid solution, try ZenDesk or Kayako:

    Help Desk Software - Hosted Help Desk Software Support Ticket Software (no affil.)

    Help Desk Software, Customer Service Software and Live Chat Software - Kayako (no affil.)

    Dedicated to your success,

    Shaun
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    • Profile picture of the author sal64
      Helpdesks are so much better for keeping things organized, as opposed to a bunch of emails.

      It also looks more professional in my opinion.

      And cuts down on spam.

      I'm currently moving to osticket. It's free and I like the way it works.
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  • Profile picture of the author Mark Jordan
    It has a record of all calls and once the call is resolved, the solution will then become available for future reference. It streamlines the process and your customer gets a faster response time.
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  • Profile picture of the author chewie49
    Is there a way to limit the number of characters for a question using a Help Desk?

    Many people send me loooong emails, telling me a lot of irrelevant things. it would be great to limit the number of characters per question.

    Thanks.
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  • Profile picture of the author Ashley Wright
    I think helpdesks:

    1. Look more professional
    2. Make it easier as everything is organised (tickets, priority etc)

    Just my 3 cents
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  • Profile picture of the author misterhu
    Getting a helpdesk is something that can elevate a company’s image. People would think that the company is really earning their income and invest on high quality services. Remember that having good investments can be indicative of a reliable business, which is important if they want to connect with the site.
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    • Profile picture of the author LaneB
      I use getSatisfaction and wonder why I didn't switch to it earlier. Your communications are organized. The ball is never dropped. Your customer support Q and As are posted for everyone to see. And best yet, with a few incentives you'll see clients helping clients through the customer support forum.
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  • Profile picture of the author tipman
    Help Desk is fast Than Emails. And Have real time Communication with each other.

    I Know a Script to use as a Help desk actually it is a web cam chat Script.
    faceflow.com/chatroulette-clone-script

    Thanks
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    • Profile picture of the author StanCan
      Real-time communication and ease of incident/progress tracking. It contributes a lot to a positive customer experience knowing that somebody attends to their concerns right away. I wish paypal will have chat assist instead of having to raise tickets that go ignored for weeks.
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