June/July/August 2001: Using Your Help Desk Software's Bells and Whistles
Using Your Help Desk Software's Bells and Whistles
Implementing your newly purchased help desk software can be a time-consuming task if you are an already overburdened support department. Software packages may boast that you will be "up and running in days" but rarely take into account the time required to configure additional product features. These features, known as the "bells and whistles" of your help desk software may not be required for tracking purposes, but offer important benefits to your help desk. Although additional configuration time may be necessary, don't overlook these key features that may help you greatly improve customer service, significantly decrease call resolution time, and free help desk agents from performing routine tasks.
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