Functions of bug tracking and help desk software
Want to know what I'm looking for in help desk and bug tracking software?When you are looking to handle customer inquires, and follow up on them 100% of the time, you'll need some way of registering the incoming request...
***as-250-right.shtmlIf you don't register each and every request, how can you tell that you followed up on them all the time? So registering is key, from the moment the call came in (and your clock started ticking) to the moment you resolved the call.
Help desk or bug tracking software aid in call resolution with a myriad of functions. If you are looking for help desk software for the customer service department, you could check for the following functions:
- Manually registering a call including date and time (this is a nobrainer)
- Automatically create a call on incoming mail
- Automatic or easy mailout on the progress of the customers request
- keeping track of call historie (both internal and external messages)
- (automatic) routing of calls internally
- Setting the service levels
- maintenance of a solution database that can either be searched internally or by your customers
- maintenance of Frequently Asked Question (FAQ) lists to be viewed by your customers
- Pre-defined answers to be personalized
- Reporting on various metrics to measure the service
- Speed: your customer doesn't want to wait on a system, and neither should you)
- Ease of use: the major functions should only be a few clicks away
- Robustness: the system must be reliable all the time
- Multi-user and if needed...
- Multi-customer, multi-service levels
- Intelligent scanning of the call and pre-suggesting solutions and/or answers, to be personalized
- Intelligent scanning and autoresponding or autorouting
- Changeable setup the database and entry screens
- Own report definition
I'll continue to add to this list as I find more interesting functionality.
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