A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities. See tech support.
The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com)
The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com)
 | Reproduced with permission from Computer Desktop Encyclopedia. Copyright (c) 1981-2009 The Computer Language Company Inc. All rights reserved. |
Additional Resources
- Web Help Desk Free 9.2.3.1 (Mac)
- The free help desk software edition of Web Help Desk for Mac OS X server installation offers an industry leading web-based help desk software feature set that allows you to track and fulfill all of your technical support trouble tickets and customer service requests with ease, all through an intuitive...
- Software downloads 2009-11-25
- Web Help Desk Pro 9.2.3.1 (Mac)
- This help desk software Pro edition of Web Help Desk for Mac OS X Server offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD...
- Software downloads 2009-11-25
- TaskCard 1.1 (Mac)
- TaskCard is a simple and visual way to organize your thoughts and tasks into to-do lists. Like sticky notes on the desk, TaskCards can be posted and organized in different sizes and colors around your desktop to help you remember important things or keep lists for projects. TaskCard is also...
- Software downloads 2009-11-24
- New iPhone worm found in the wild
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- Discussion threads 2009-11-23
- Flower Flow for iPhone 1.0.6 (Mobile)
- Flower Flow for iPhone can help you relax in any situation with flower photos so vivid that you can almost smell them. Use Flower Flow for iPhone as a window to the nature anywhere you could use some more color; such as your office desk at work, the airport, or...
- Software downloads 2009-11-23
- Abacus HelpDesk 5.0 (Windows)
- Abacus HelpDesk supports your help desk with complete service and support, call tracking, knowledge management, problem resolution, call management, statistic reports, and invoice handling. With the SQL-connection module, Abacus HelpDesk supports MS SQL server to handle large databases. Multi-language support, Citrix and Terminal server support, and remote computing.
- Software downloads 2009-11-19
- Spiceworks IT Desktop 4.1.42130 (Windows)
- Spiceworks IT Desktop is a network inventory, monitoring and help desk application designed, tested and used by 700,000 IT pros in 193 countries. It takes minutes to install, has a friendly browser-based interface. It combines the features needed every day to a manage a network in a small or medium-sized...
- Software downloads 2009-11-17
- CRM Association-Netherlands Rocks Het Huis!
- I'm in love with Amsterdam....no wait, I love it but I'm not in love....no, hold on, I like it a lot, but I'm not in love, nor do I love it. The Theory.... Interestingly enough (to me at least and who else am I really writing this for...
- Blog posts 2009-11-16
- UltraVNC 1.0.8.0 (Windows)
- UltraVNC is a powerful, easy to use and free software that can display the screen of another computer via internet or network on your own screen. The program allows you to use your mouse and keyboard to control the other PC remotely. It means that you can work on a...
- Software downloads 2009-11-08
- Nexus Concepts Desktop Share 2.3 (Windows)
- Free remote control / remote help desk application similar to LogMeIn Rescue or GoToMyPC featuring no installation, small size (200KB), gets through firewalls and is customizable making it perfect for technical support companies. You can even host the service on your own web server.
- Software downloads 2009-11-07
- Mouse Tracks 2009 7.2.1 (Windows)
- Mouse Tracks is a PC Inventory and Help Desk software package. The program gives your IT staff the tools required to do automated hardware and software audits and the capability to track IT equipment from purchase through disposal. Mouse Tracks includes a comprehensive Help Desk module with integrated e-mail. The...
- Software downloads 2009-11-02
- Multi Clipboard 09.11.01 (Windows)
- This is a handy time-saving program if you often use pre-fabricated text canned messages, such as for a Help Desk or Tech Support response. There are 33 text fields per page or project. You can have as many pages as you want. You can have thousands of fields if you...
- Software downloads 2009-11-02
- Web Help Desk Pro 9.2.2.1 (Windows)
- This help desk software Pro edition of Web Help Desk for Microsoft Windows offers an industry leading web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, track billable time & materials, LDAP & AD integration, and...
- Software downloads 2009-10-25
- Web Help Desk Free 9.2.2.1 (Windows)
- This help desk software Free edition of Web Help Desk for Microsoft Windows offers an industry leading Web-based help desk software that empowers IT help desk technicians with iPhone web-app access, email-to-ticket conversion, trouble ticket email notifications, self-service knowledge base, and LDAP & AD integration.
- Software downloads 2009-10-25
- What Windows7 could mean for Linux
- Success becomes a problemIf Win7 is as trouble-free as advertised, then there will be a mass-migration to it. This will make M$ great money in the short term. But once customers are there, they are less likely to EVER upgrade again! They are "happy" with XP now - save for...
- Discussion threads 2009-10-24
- RemoteZilla 2.1.1 (Windows)
- RemoteZilla is a VNC compatible remote support system that lets you remotely support a PC anywhere on the Internet through firewalls in seconds without your customer configuring any ports or routers. Provide full ad-hoc on-demand remote control help desk services, transfer files, chat, re-boot and auto-reconnect and control a remote...
- Software downloads 2009-10-22
- DualDesk 20.2 (Windows)
- DualDesk lets you remotely support a PC anywhere on the Internet through firewalls in less than 5 seconds without your customer configuring any ports or routers. Provide full ad-hoc on-demand remote control help desk services, transfer files, chat, re-boot and auto-reconnect and control a remote user's workstation in real-time without...
- Software downloads 2009-10-22
- InterMapper RemoteAccess 5.1.6 (Windows)
- InterMapper RemoteAccess provides access to maps, sub maps, and configuration options from any connected location. Management, help desk personnel, and technicians can monitor and respond to network issues concurrently. InterMapper RemoteAccess can handle multiple copies of InterMapper simultaneously, making it an ideal choice for organizations with multi location sites, consultants...
- Software downloads 2009-10-22
- Google Voice mails exposed for all to see and hear
- If you believe the "explanation"then no problem, though honestly, I think we just witnessed another reason why "living in the cloud" is not for those with anything of importance that needs protecting.I doubt that Google intended for all of those private voice mails to be made public.RE: Google Voice mails...
- Discussion threads 2009-10-20
- Commonwealth fined $100k for not mandating antivirus software
- According to a recently published SEC cease-and-desist order, the Commission has recently fined Commonwealth Financial Network $100,000, for not mandating antivirus software on the computers of its representatives, leading to a security incident which took place in November 2008, allowing the cybercriminal behind the attack to place eighteen unauthorized purchase...
- Blog posts 2009-10-19
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