Your Helpdesk Email Service

8 October 2008 — targethelpdesk

Target Helpdesk comes complete with a back-end service which is your silent agent that looks after both inbound and outbound emails as well as some other auxillary tasks such as search indexing and statistical crunching.

Inbound and outbound email processing is a great benefit to your helpdesk that saves the helpdesk time day in, day out. The service reads incoming emails, converts them into tickets and routes the request to the relevant helpdesk staff. It will even generate a personalised reply to the client making the request to let them know the request has been recieved and what the request number is for future reference. For outbound emails, the service constantly monitors outstanding requests and sends alerts and reminders according to your preferences.

Watch the 1-minute movie now to see how to setup email processing on your Target Helpdesk.

* HowTo Setup Email Service Movie

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The Value of Helpdesk Software Surveys

9 September 2008 — targethelpdesk

Target Helpdesk Software offer fully integrated Survey Management Software as an Add-In to Target Helpdesk. The classic use of surveys is to include a client satisfaction survey link in email communications to help gather views on satisfaction and perception of the helpdesk. Target Helpdesk makes it very easy to perform survey analysis using the Survey Analysis Management Tool. This tool allows top level survey-by-survey analysis, organisational response analysis, right down to individual response analysis and historical individual response analysis. On a day-to-day basis, techs can see the current perceived view at client-company and client-contact level, and if required, even at task level.

 

Feedback Survey Analysis Tool

Feedback Survey Analysis Tool

 

It is at the individual task level that surveys in Target Helpdesk are also very beneficial to helpdesk techs themselves for saving time. Canned responses can be used referring clients to survey “checklists”. The checklist responses provided by the end-user (or client) are available at request level and provide the tech with information they need to continue or complete the task.

So surveys integrated into helpdesk software can be a powerful tool for both managers and techs. Gathering client satisfaction feedback for management and gathering checklist responses for helpdesk techs make surveys a great addition to any helpdesk. To find out more about Target Helpdesk Software survey analysis and survey integration.

 

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