How to Move to a Web Based Help Desk

http://it-help-desk-software.blogspot.com/2012/07/how-to-move-to-web-based-he...

Moving to a web based help desk is no small decision.  Fortunately, this migration is carried out by IT professionals who want to make their own life easier while making the transition as painless as possible – not repeating typical migration problems and the potential of bloodshed. (Seriously, if you want to hear some war stories, speak to someone who was around when offices had to switch from typewriters to word processors.)

Read more @ http://www.samanage.com/blog/2012/07/how-to-move-to-a-web-based-help-desk/

OneDesk Help Desk Software

http://it-help-desk-software.blogspot.com/2012/07/onedesk-help-desk-software....

Submitted by Kimberley Chan

OneDesk is web-based help desk software that allows companies to collaborate with customers, answer their questions and resolve their ticket items. It facilitates communication between all stakeholders and allows companies to keep customers updated on the status of their issues. With OneDesk, the whole team can get involved and take action on customer requests quickly.

OneDesk is integrated with a suite of applications that includes feedback, ideas, requirements and issues/tasks management, issue tracking, and roadmapping/release management.

You can check it out here: http://www.onedesk.com/features/help-desk/

Do submit your help desk stories here.


Submit Your Help Desk Story

http://it-help-desk-software.blogspot.com/2012/07/submit-your-help-desk-story...

Hi friends,

This is my 100 th post. And this blog has been visited 32,606 times so far. Thank you for following me and providing excellent support.

From now onwards, i will be providing a way to submit your help desk story, it may be link, pic, video, presentation, pdf file, white paper, case study or anything here to get featured.  

Note : To get approved, click "Join this site" in the sidebar followers widget.



Online Form powered by

Baillie Gifford Chooses Cherwell for Customization, Automation and Seamless Upgrades

http://it-help-desk-software.blogspot.com/2012/07/baillie-gifford-chooses-che...

With the aim to find a new Service Desk software solution that offered complete customization and seamless upgrades, Baillie Gifford initially reviewed a range of products against a set of key features to ultimately select Cherwell Service Management™ from Cherwell Software®.


According to Rob Whittaker, Baillie Gifford’s IT service desk manager, three things stood out about Cherwell.  Firstly, how intuitive the product is. With some of the products reviewed, it was difficult even to see how to log a call at first glance. Secondly, Cherwell’s one-steps (launched manually or automatically) would help his team to save time and automate regular, repeatable tasks. Lastly, Cherwell’s codeless configuration technology and seamless upgrades could potentially save time and effort.

Read more @ http://www.cherwell.com/nr/baillie-gifford-chooses-cherwell-for-customization-one-step-automation-and-seamless-upgrades

Survey finds ERP software project overruns 'distressingly common'

http://it-help-desk-software.blogspot.com/2012/07/survey-finds-erp-software-p...

It is "distressingly common" to see ERP (enterprise-resource-planning) projects involving Oracle, SAP and Microsoft Dynamics software end up taking longer than customers anticipated, according to a new survey.


The survey released this week by Panorama Consulting, a Denver-area company that provides ERP implementation and software selection services, is based on 2,000 responses from 61 countries, which were collected between February 2006 and May of this year.

Read more @ http://www.computerworld.com/s/article/9229070/Survey_finds_ERP_software_project_overruns_39_distressingly_common_39_?taxonomyId=121

Zendesk Hits 20,000 Customers

http://it-help-desk-software.blogspot.com/2012/07/zendesk-hits-20000-customer...

Salesforce.com may be snatching up enterprise real estate all over the internet but companies like Zendesk are still holding their own and growing. The online customer service company now stands at 20,000 customers and has recently updated its platform to enable language localization.

According to the Zendesk release, 11 localized versions of its services are now available and users as far as Brazil and China can use the platform to handle its customer service queries and data. The 11 languages adds to the already 40 which the platform had set up previously and now gives the company considerable reach.

Read more@ http://www.sitetrail.com/2012/07/13/zendesk-hits-20000-customers

Altitude Software powers new contact centre at leading Russian real estate developer PIK Group

http://it-help-desk-software.blogspot.com/2012/07/altitude-software-powers-ne...

Altitude Software, a global leader in contact center technology, and BELTEL, the leading systems integrator, today announced the implementation of a new contact center at leading Russian real estate developer PIK Group, with a clear impact on efficiency and improved customer service.

PIK Group is a leading Russian real estate developer, focused on large-scale residential projects within the Moscow Metropolitan Area and selected Russian regions. Since its foundation in 1994, PIK Group has become a market leader in the mass-market residential property sector, having completed over 180 000 apartments of affordable housing across the country. The Group has a substantial and diversified land bank and a dedicated, professional team, with over 11,000 employees.

Read More at http://www.callcentreclinic.com/news/call-centre-solutions/altitude-software-powers-new-contact-centre-at-leading-russian-real-estate-developer-pik-group--46976.htm

Twitpic founder quietly launches Helpmint, seems to have abandoned would-be Twitter rival Heello

http://it-help-desk-software.blogspot.com/2012/07/twitpic-founder-quietly-lau...

Twitpic founder Noah Everett yesterday quietly launched his new venture, called Helpmint, in public beta.
helplogo Twitpic founder quietly launches Helpmint, seems to have abandoned would be Twitter rival HeelloIt’s an online tool that wants to enable companies to provide better online customer service by turning Twitter, SMS and email incoming into a single comprehensible conversation stream.

From the looks of it, companies will also be able to create an online knowledge base that allows customers to contact them with a single click in case it they are unable to find what they are looking for.
The service is currently free for 1 customer service rep and costs $24 per month for additional agents.

Read more @ http://thenextweb.com/insider/2012/07/12/twitpic-founder-quietly-launches-helpmint-seems-to-have-abandoned-would-be-twitter-rival-heello/

Salesforce service Desk launches an iOS app to make customer support an untethered task

http://it-help-desk-software.blogspot.com/2012/07/salesforce-service-desk-lau...

Desk.com (previously Assistly), the customer support service acquired by Salesforce last year, has dropped version one of its iOS app, which will allow its customers to interact with their community on the go.

 The team announced the app on its Twitter account, and it looks pretty full-featured for a mobile app.

Read more @ http://thenextweb.com/apps/2012/07/13/salesforce-service-desk-launches-an-ios-app-to-make-customer-support-an-untethered-task/