Help Desk Vs Service Desk: What is the difference?
IT Service Desks handle all IT service management tasks. It acts as an interface between IT service management and users. IT service desks can handle any IT service management-related issue, from computer malfunctions to printer failures within a network, in a systematic and hassle-free way.
IT service desks use what is called “service desk tickets”. This is a system that assigns a unique ID to each IT service management issue. It allows for seamless handling of various network problems. These service desk tickets can be divided into two main categories, namely incident requests and service requests.
A “request” in the IT industry is just another name for a “ticket”. Network users “request” service via tickets or phone calls from the IT Service Desk. What are service requests and incident requests?
Service requests can be formal requests such as asking the IT service desk for an upgrade to a piece of software on your computer. It is a maintenance service, to be precise. Incident requests are unplanned interruptions of an IT service like a computer failure, printer malfunction, and other such issues that can have an adverse effect on your network. Incidents are also known as such.
Service Desk Software Features in the IT Industry
You will most likely want these features in your product or company.
- Access any time, any day using a variety of methods
- Personalized greetings
- Get email updates
- Online portals for reviewing statuses
- Reporting and tracking
Built to empower your IT Help Desk
- Show tickets for different categories (priority levels, agents, closed)
- To make it easier for customers to respond, get scripted replies
- Automated routing of tickets to the correct department/agent
Our product can be set up to work with your existing toolset and processes.
Great for MSPs
You can still use our product if you are an MSP to assist your clients. Clients will most likely outsource support to your company. Our system can help you ensure that tickets are created and completed quickly.