What Is Service Desk & Why Do You Need Service Desk Software?

Service Desk is a ticket management system that companies can use to implement powerful and effective workflows for internal and customer-oriented support departments.

A support ticket management system (also known as a help desk service, help desk ticket system, or remote help desk support system) enables MSPs (through administrators and help desk personnel) to track tickets issued by users and participate in them. , Tickets can be reassigned. Generate the appropriate department or organization, reports, etc.

Service Desk is a complete cloud-based ticket management system. Remote Monitoring and Administration (RMM), Service Desk, Patch Management, Mobile / Endpoint Security Management and other critical IT management tools for MSP in a single easy-to-navigate console.

help desk ticket system provides a single point of contact for companies to satisfy their customers and meet the communication needs of all departments. The company, its customers, employees, and business partners come together at the help desk to maintain a powerful and effective workflow.

MSPs gain real-time visibility as they create problems and generate detailed reports based on schedules, assets, costs, ticket types, and project staff. Additionally, MSPs can easily define service level agreements and configure ticket, alert, and billing deadlines to match. Administrators can also configure autoresponders, knowledge base articles, and automatically assign tickets to departments / staff based on specific criteria.

TYPES OF SERVICE DESK

 There are generally four types of service desks available.

Local Service Desk:  located in or near corporate facilities to meet the requirements of small and medium-sized companies. This helps address the entity's requirements by country or business location. However, this service desk is not sufficient to handle a large number of calls or service requests.

Centralized Service Desk : A more cost-effective and efficient solution for ticket management, a centralized service desk helps you manage large numbers of tickets / calls with few staff members. Businesses that manage local service desks can benefit by consolidating them into a centralized desk.

Virtual Service Desk: This is the most widely used type of service desk among companies, businesses and IT companies. Through the Internet, a single centralized service desk manages all tickets that originate from all types of devices and entities in different geographical locations. Tickets can also be directed and managed by agents located in different geographic locations.

Follow Sun Services: Some companies offer 24-hour service with a combination of geographically separated service desks.

Why Do You Need Service Desk Software?

Service Desk is a ticket management system that companies can use to implement powerful and effective workflows for internal and customer-oriented support departments.

A support ticket management system (also known as a help desk, help desk ticket system, or remote help desk support system) enables MSPs (through administrators and help desk personnel) to track tickets issued by users and participate in them. , Tickets can be reassigned. Generate the appropriate department or organization, reports, etc.

The Service Desk module, integrated with MSP, provides an easy and efficient way to manage and respond to customer requests. Allow your clients to help themselves. It provides them with a place to record their problems and track their progress without sending them emails, calls or text messages. A centralized dashboard makes it easy to view the status of each ticket (open, closed, expired, etc.) and even specifies different priority levels.

A  Service Desk provides you and your clients with clear information with clear statistics and reports. It also has an integrated knowledge base that gives customers instant answers to common questions, allowing them to help themselves and reduce the demands on IT staff.

When MSP fully integrates Service Desk and all of its modules, you can create tickets for required actions and executed from other modules without leaving ITarian, giving your staff a complete and unique IT management system It can be provided.