Help Desk Software, Revisited

When choosing a help desk software solution, it’s always a good idea to select an application that actually helps (rather than hinders) those hard working folks on the help desk. Gnomie B offers a prime example. B works in tech support for a financial services company. He’s not at all keen on his company’s choice of help desk software (from a big name vendor, no less) …

Here’s what Gnomie B had to say:

For the most part, I’m not pleased with the software. It provides quite a few choices in configuration, including Windows servers with SQL backend, or a *Nix variant thereof.

Unfortunately, what it offers in choice, it lacks in usability. There are 2 options to enter call information: a Java-based client piece – or a browser-based solution. The Java client is very inflexible – and uses an old version of JRE.

The browser based solution is WRETCHED. I’m not sure who designed this piece, but they haven’t been reading ANYTHING regarding the usability guidelines established by the user-community. All in all – I’ve tried to persuade management to look at HEAT, and some others, but so far, the price tag has been the deciding factor.

Getting the higher-ups to take notice isn’t an easy task … especially in a more, shall we say, bureaucratic environment. Something as basic as call entry screens might not be a leading criteria for the selection of help desk software for members of upper management. But to the rank and file, it can be crucial.

The time it takes to enter the call information into the help desk system is time spent with the client. And those clients don’t want to hear excuses about a kludgey interface … they just want their problems solved … ASAP.

[tags]help desk software[/tags]

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