Internet technology is the latest addition to help desk software. Several software packages let the end user access the help desk knowledge base through a Web browser. Self service for common help desk chores such as resetting passwords, solving printer problems, and answering common application questions is then available. There is an added benefit in that employees can still have access to the software knowledge base even when the help desk itself is closed. If an answer can be found through self-search, the employee can initiate a trouble ticket for help desk personnel and the technicians also have access to Web-based solutions. Roving technicians can even use the Web browser from the employee machine to close out the trouble tickets or view a list of open tickets and don have to return to their desks before answering another call. When end users can solve many of their software problems on their own, analysts are freed up to work on only the most complex problems.

Traditionally, the helpdesk of a business was accessed over the telephone. This structure has many inherent weaknesses. For example, customers generally have to wait a long period of time for an operator to come on the line. In the Internet era, however, helpdesks are reachable every hour of every day through email or Web forms. This has eliminated the need for companies to continually expand their telephone management systems.

The four common categories for help desk software are web-based, local, local without web, and remotely hosted. Web-based help desk software only requires the installation of the software on the office server and is simple to use because web browsers can be used to operate troubleshooting procedures. One of the better programs for web helps is Novo Help Desk, which allows easy administration and incident tracking.

Everyone is familiar by now with telephone menu systems that ascertain customer needs and route calls to the appropriate party, be it electronic or human. Even though customers expect these types of systems and use them with some regularity, it is important to keep basic business strategies in mind when designing and implementing a new system. After all, customers who will be using the new system will have the same needs as they did previously with an agent-assisted system. For example, customers want to have their questions answered quickly, without confusion, and without having to wade through industry specific jargon.

The Ticket Colors utility allows you to change the colors of the Help Desk Tickets and the Assigned tickets on the fly. Great for making the forms match your preferred colors. It also allows you to change the title of the tickets.

The new version of NetSupport DNA Helpdesk 2.0 features the ability to attached files to tickets, custom fields, automatic assignment by priority, active directory integrations and time logging against tickets.

The second licensing option for this type of web help desk software is designed for medium sized companies that do not want to purchase a license for each of their customer support members and have a large enough team that they have a set rotation of how many members are logged in at a time. This license is restricted, allowing only a specific number of customer service representatives to access the site at time. However, this works for medium sized companies that have little fluctuation in their customer help request levels.

Whether you currently track support requests on paper or spreadsheet, or have help desk software that is no longer adequate for your current needs, we invite you to take a look at our Novo Help Desk Software which enables you to provide a cost effective Intranet or Internet help desk support environment.

According to John Douglas, VP Sales and Marketing, "ShareTrack is rendering the traditional help desk application obsolete and is blurring the lines between internal software utility and external service availability. We guarantee it will improve how well the people within your organization communicate on key technology issues, as well as providing a solid platform for managing tasks, projects, implementations or whatever is needed at the moment."

There are many advantages, benefits and features help desk software has to offer. Some of the more commonly reported include: