Help-Desk System This site is about Helpdesk system. We try to cover all the details related to Help-Desk System. Sun, 04 Sep 2016 06:22:52 +0000 en-US hourly 1 What is HELP DESK system? Fri, 02 Sep 2016 10:37:08 +0000 Read More]]>  



Help Desk is a conversational name given to the function in a company that solves customers’ grievances. Customers contact the help desk when they have a question or a problem. An employee from the company then addresses the question to the customer’s satisfaction.


In a textbook scenario, a help desk is a physical space that’s often manned by someone from the customer support function. In reality, though, it’s just a means to reach out to someone from a company when some help is needed. Most companies give out an email ID and/or a toll free phone number to their customers. Customers can reach the company through these when they need help.

A help desk software simply automates as much of this as possible. Generally, a helpdesk software consists of at least 3 parts, namely Ticket Management, Automation Suite, Reporting & Optimization. Together, these three functions essentially form the crux of a helpdesk operation as well. How, you ask? Here’s how:

The software pulls customer emails from an email ID and lists them in a single place. It allows a help desk executive to answer calls from customers and log them easily. It allows customer support executives to listen to and respond to customer feedback on social media, such as Facebook and Twitter. All of these are common examples of Ticket Management.

The Automation Suite allows a help desk coordinator to ensure that questions from customers are redirected to employees who’re capable of answering them satisfactorily. It enables the coordinator to get notifications when a support executive hasn’t responded to a ticket, or when a ticket is taking too long to get resolved, or one of several other possible cases.

Reporting & Optimization constitutes the most important function of customer service. It pulls pertinent information about all the critical aspects of the helpdesk. Managers and leaders can understand things such as load on the helpdesk team, turnaround time & resolution rate of each executive etc. Metrics like these give managers a quick perspective of how things are faring and let them make amends for the better.

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Precision and Recall Sun, 28 Aug 2016 17:56:11 +0000 Read More]]> Untitled-7


Recall measures how likely a given system returns the information you are looking for.

Precision measures the amount of relevant information returned. In general, increasing the precision tends to reduce its recall efficiency and vice versa.


If you are too general, then you can’t find the solution in all the data. If you are too specific, the system offers no good solution at all.

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Rule-based System Sun, 28 Aug 2016 17:22:56 +0000 Read More]]> Untitled-8


Rule-based system distills the relevant information from individual call records in to structured questions that can be used to systematically detects and resolve any problem.

It eliminates the need for user to guess what information will be required. This operates quickly as rules are organized as hierarchical decision tree. This system stores only knowledge from previous cases not from the old cases.

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Disadvantages of Help-desk system Sun, 28 Aug 2016 17:17:24 +0000 Read More]]> Untitled-6

Some disadvantages of the text-based system can be mentioned like this.

  1. Accuracy is more dependent on consistency and diligence of the users.
  2. The larger the user community the wider the range of keywords which affects the retrieval accuracy
  3. Text search will be more messy, as we can describe the same problem in many ways.
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Benefits of Text-Based System Sun, 28 Aug 2016 17:01:13 +0000 Read More]]> Untitled-5

    1. The knowledge of both the system grows automatically with the # of calls/problems received.


  1. The accuracy of both the text search and keyword search can be very good. (Given all the users do use the same keywords or the same kind of text description for all cases. The description must not be too over-complicated or too vague.
  2. Text System need not even maintain a set of keywords associated with past cases.
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Types of Help-Desk System Sun, 28 Aug 2016 16:46:34 +0000 Read More]]> Untitled-3

There are several types of help-desk system. They are


  1. Text-based help-desk systems (Text search, keyword search and maintains a natural text data)
  2. Rule-based systems( maintains a special rule set)
  3. Case-based reasoning systems (maintains all experiences in the form of cases)
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Text Based Help-desk System Sun, 28 Aug 2016 16:31:10 +0000 Read More]]>  



Information is obtained from texts or keyword search techniques through past cells  by making directed queries.  In keyword approach past cells are annotated with keywords.
The query for the new case must be annotated with relevant keywords. In text search each case is stored with a free form text description of the problem. The comparison between text description of the new case with all the past cases.


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Help-Desk Components Sun, 28 Aug 2016 15:47:22 +0000 Read More]]> Untitled-2


The Knowledge Base

The purpose of help desk software should be to do administration briefly and ticket management down to a minimum time spending, freeing up help desk technicians to deal with customers and cater their needs. A Knowledge Base is a vital tool for several reasons.

  • The Knowledge Base yields users with the security of an ‘always-on’ help system. Good help desk software ought to be tightly integrated with the knowledge base; ideally, technicians should be able to create, update and delete Knowledge Base entries without leaving the application. Users quickly realize that the Knowledge Base is always there and reachable, even when/if the help desk department is closed.
  • Though user guides and documentation are very important, they can only practically be updated once in a while – normally when a new release is scheduled.  A good Knowledge Base keeps users constantly updated via a friendly, easily accessible online tool, and if kept up to date, users will start to use it as a first port of call.
  • As a result, yielding a Knowledge Base can dramatically cut the amount of inquiries that reach the help desk team. Providing this extra layer of help can safeguard the technicians from dealing with some of the most frequently asked questions that the help desk team receive.

The result is fewer situations where the customer has to wait on the phone, or even call the help desk. That minimize their frustration, and when they easily find answers to their questions in the knowledge base, their overall satisfaction is fulfilled.


Help desk software basically consists of a set of default escalation rules.  These rules match ticket conditions to exactly decide how certain tickets should be handled as they are raised, processed and closed.

Frequently, help desk software offers limited number of options for escalation, covering just the basics.  For instance, the application may automatically send reminders to team leaders or authorities when a ticket goes overdue.  In many cases, this isn’t adequate for a hectic help desk team.

For efficient and fast, timely ticket management, help desk software must allow custom escalation rules to be set. This is specially important when the organization has SLAs and OLAs in place. Escalation engines should be able to monitor a range of ticket fields to make sure the help desk software can automate changes to each incident or request based on changing criteria (change in status, change in assignee, time elapsed etc). Ideally, any emails that are sent out must be customize, and emails should be sent multiple times if the matter is not properly attended to (or at least the help desk software should allow this to occur).  The more control the administrator has over a ticket, the less manual work is required to make sure it is processed in a timely manner.

A powerful escalation module confirms that nothing is forgotten and tickets don’t “fall through the cracks”.  This allows for constant attention and steady feedback to the customer.  Ultimately, it enables tickets to be resolved more efficiently and accurately.


If you are following ITIL practices, or have started to move in that direction, then it is critical that your help desk software handle the ticket (Incident, Request or Problem) Priority is given in accordance with ITIL standards.  Therefore, if ITIL is a concern, when using help desk software, one of the key factor whic is  considered is around the Priority of a ticket and how this is calculated. In ITIL v3, the Priority of a ticket is based on the following two factors:

  1. The Impact, that describes how critical the incident is in terms of the whole organization. Normally, this indicates as how many people will be affected by the incident. This impact is recorded as a number (for instance, 1 meaning low, 2 meaning medium, and 3 meaning high).
  2. The Urgency, that describes how quickly a ticket should be resolved. The Impact can be considered when defining the urgency, and companies who have SLAs and OLAs in place will use these as basic deciding factors. (Again, a number between 1 and 3 is often used.)

These two basic factors are multiplied in a Priority Matrix to decide the Priority of the incident.

This is a simple yet crucial part of incident management, and many basic help desk software packages don’t yield  this level of detail. Using a sub-standard help desk application results in some kind of workaround or a more basic measurement of Priority. Not only is reporting compromised, but a simplistic interpretation of Priority is often problematic in IT service provision.

It’s recommended that help desk software should have a Priority Matrix feature, and ideally one that can be adapted to suit the needs of the organization.

Asset Management

The tracking of assets – whether they be hardware, software or even physical office equipment – gives staff the opportunity to monitor how staff use business assets (and, subsequently, where future cost savings might be made). Tracking assets within help desk software provides a wealth of data on equipment that’s in use, out of warranty or under-utilized.

In terms of help desk software, asset management is a key tool that provides detailed tracking of equipment, making it easier for help desk departments to identify problematic items and baseline the items that are being used most frequently. Whenever senior management needs an asset report, this should be quick and easy to generate from the help desk software.

Asset Management also permits the retention of important documentation (such as warranties) within the helpdesk software itself. Software Asset Management (SAM) is crucial in preventing overspend and/or leaving the company liable to financial and legal penalties. It also cuts down on the time you spend trying to find crucial paperwork if an audit should be carried out.

Change Management

One element of help desk software that was once reserved for service desk software is Change Management.  That is no longer the case, as organizations with both service desks and help desks are focused on bringing control and order to their change process.

Managing changes in help desk software is a great way to give the entire IT department an early warning of changes that may affect them or their users.   As IT systems and departments become more complex, handling change efficiently becomes more important. Change Management creates confidence, allows Change Managers and their teams to work more efficiently and ensures the timely processing of important changes.

Help desk software should provide comprehensive Change Management tools, giving the Change Advisory Board (CAB) the ability to track, update and process the change using the same login they are accustomed to using for other ITIL functions and help desk work.  Comprehensive permissions and access roles within help desk software is a way to encourage positive involvement from stakeholders and the help desk team as a whole.

The Change Management area should be visible to the help desk team so that they can provide updates to users at key stages, thus avoiding the element of surprise. Providing information is the best way to ensure acceptance of (and preparation for) important changes, and opening up the process to the team encourages participation, momentum in the department and an ongoing positive response.

Proper change management leads to fewer mistakes and fewer interruptions to your customers.


When choosing help desk software, care should be taken not to opt for the ‘one size fits all’ solution. Customization comes in many forms in help desk software, from the look and feel of the application to the inner workings of the application itself.

The most basic (yet still very important) example is the interface the technician uses to record the details of an incident or request. Using cumbersome workarounds at the capture stage can impede the progress of a call and can become tiresome for helpdesk operators, particularly first line staff.

Additionally, the customization of escalation rules and notifications is important. The reasons for this are twofold: technicians need to be kept updated, and users should be kept informed. Customizing automatic escalation rules, and setting up necessary team and user notifications, is just one of the ways customization can be used as a productivity tool to improve workflow and customer service. Help desk software often provides users with customizable dashboards which give them a graphical, at-a-glance overview of the performance of their team or department.

Customization also encompasses some of the other features already discussed: the ability to adapt the Change Management process and assign staff to CABs on varying levels, the ability to choose which asset variables are recorded in Asset Management, the ability to change the Priority matrix and tools to adapt the Knowledge Base to include attachments, multimedia and rich formatting all make helpdesk software more powerful and capable.

Help Desk Software Conclusion

The choices in the help desk software market are many, and it is no doubt a selection that should be made with careful consideration to your organization’s needs.  Select a product with too little capabilities, and you will under perform as a group and lower customer satisfaction.  Select help desk software that is too complex and you will likely get bogged down in implementation and extensive training, and improper use of the product will lead to inefficiencies and unhappy customers.  The above mentioned features represent a good and essential base in quality help desk software. Focusing on features with the people you support in mind will certainly lead to happy customers and a help desk with a solid and proud reputation.


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