Helpdesk is a supplement which allows you to realize informational
and consultant support of the web-site users and visitors, that is:
to answer the questions;
to maintain and store user's support requests;
to support the knowledge base.
Whether you have popular web-resource or just a little personal web-site
anyway you need effective and foolproof feedback from visitors. Site
can't develop independently from the target audience and the best
way to make the site popular and attended is to react its visitors'
requests quickly and try to notice all the changes in their needs
In the electronic commerce it is very important not to leave your
clients alone without your attention and support. It is Helpdesk which
will help you to organize good and quick support service for clients
concerning problems solving which deal with:
to answer the questions;
to maintain and store user's support requests;
to support the knowledge base.
Ofcourse you may post the e-mail address or the feedback form on
the site, but in this case you may have the spam problems, the viruses
which are sent by mail and the problem of mail boxes inaccessability.
For virus support which are sent by mail you need only web browser.
There is a possibility of sending notification and answers by e-mail
in the system.
You will appreciate the convenience and easiness of the users'
support while using helpdesk. The information is structured by the
questions division into sections. You won't have to answer the same
questions several times if you add the answers into the FAQ. Due
to the storage of the information in the archives any you'll be
able to look through it and find previous users' requests any time
you need.
Your users will be able to describe their problem or to ask the question
on the virtual helpdesk easily. Every question is singled out into
separate ticket. By ticket status the visitor can follow the state
of his question decision.
Helpdesk allows to support big sites. At some moment of the site
development it will be complicated to cope with the support without
assistance and the best way out will be to divide the duties. On
virtual helpdesk you just should create the additional consultants'
accounts. Several co-workers can carry out the support at the same
time and the system of tickets blocking will divide the rights between
the consultants while answering one and the same ticket automatically.
The Advantages while using the Helpdesk
The Helpdesk can protect you from spam and viruses which are sent by mail.
You may be sure that the user can send the question and read your
answer regardless of the problems with the mail delivery (spam-filters,
e-mail-bouncing).
Effective organization and control of the support service.
The FAQ support. You can post the FAQ link on your site.
The storage of the suggestions concerning the site improvement in TODO list.
The possibility of the duties division between several consultants.
Separate consulants' statistics, the consultants' work appraisal by the site users.
You may get access to the information from any place and at any time.
To start using of the Helpdesk is very easy. Register new Helpdesk.
As soon as the administrator checks the data you can configure and
post the Helpdesk code on your site.
Your users will be able to describe their problem or to ask the question
on the virtual helpdesk easily. Every question is singled out into
separate ticket. By ticket status the visitor can follow the state
of his question decision.
