Help Desk Vs Service Desk : What’s the Difference?- All IT service management activities are handled by an IT Service Desk. It acts as a single point of contact for IT service management and users. IT service desks are designed to handle all IT service management-related issues within a network in a methodical and hassle-free manner, ranging from computer malfunction to printer malfunctions.
For easy handling of diverse network difficulties, IT service desks use “service desk tickets,” which are basically an ordering system for assigning a unique id to every IT service management related issue. In addition, service desk tickets are frequently divided into two categories: service requests and incident requests.
A “request” is merely another name for “ticket” in the IT sector, as we all know. Because, at the end of the day, network users are calling the IT Service Desk or filing an online complaint using the IT Service Desk application to “request” – in the form of tickets – some service from the IT Service Desk. What are the differences between service requests and incident requests?
Simply said, service requests are formal requests, such as asking the IT service desk to upgrade certain software on your PC. To be more specific, it’s only a routine maintenance service. Incident requests, on the other hand, are unanticipated interruptions to an IT service, such as computer or printer failures, that might have a negative impact on your network. (As a result, they are referred to as incidents.)
A help desk is a resource that provides information and support to customers or end users about a company’s or institution’s products and services. A help desk’s primary function is to troubleshoot problems and offer advice on things such as computers, electronic equipment, food, clothing, and software. Toll-free lines, websites, instant messaging, and email are common ways for businesses to deliver help desk support to their clients. In-house help desks are also available to provide assistance to staff.
Service Desk is a ticket management solution that enables businesses to create powerful and efficient work-flows for both internal and external support departments.
The Support Ticketing Management System (also known as Service Desk or Help Desk Ticketing System or Remote Help Desk Support System) allows MSPs (via administrators and help desk staff) to keep track of user tickets, respond to them, reassign them to appropriate departments or organisations, and generate reports, among other things.
Features of Service Desk Software in IT Industry
In most circumstances, you’ll want to be sure that the product or service you purchase has the following features:
- With a number of options, you can get access at any time, on any day.
- Greetings that are personalised
- Updates via email
- Reviewing statuses via online portals
- Reporting and tracking
Built to empower your IT Help Desk
- Various types of show tickets are available (closed, priority levels, agents, and more)
- To make it easy to answer to customers, get scripted responses.
- Tickets are automatically routed to the appropriate department/agent.
You can configure our software to work with your existing tools and processes.