Service Desk Software

Service desk software works to automate the service management and support function. Typical support desk purposes include helping users retrieve lost passwords, helping customers troubleshoot product issues, assisting employees with hardware and software technical problems, and more. There are a number of service and support solutions available that offer rich and robust functionality for optimizing the help desk management process. Common service desk application features include:

Incident, problem and request management: This covers one of the main facets of service automation software — to assist end users and customers in troubleshooting hardware, software, product, and other technical or operational/process related issues (including, of course, lost passwords). Good help desk software will include rich capabilities for service desk staff to troubleshoot, diagnose and solve issues quickly and effectively. The more robust software, this will enable end users to solve issues for themselves, without the help of the support staff (which is a big plus for help desk operations). Flycast Partners has several of these service desk solutions.