Service Desk is a software solution, an automatic system for processing client messages and one of the main tools of customer support service. It is a system that registers user requests and helps to resolve them according to established procedures. Technical support team uses this software tool to communicate with users and solve arising issues.
Benefits of Service Desk
- Centralized structure. All requests are registered in one system and then sent to the responsible specialists for processing.
- Process automation. The majority of request processing procedures are automated: Service Desk registers a user request, creates a task for its processing, tracks the execution status, and sends notification to the user about the status of the request.
- Generation of reports for analysis. The system collects data on request processing processes, generates reports, and allows analyzing the quality of technical support service work.
- Compatibility with other software. Service Desk can be integrated with other software solutions, allowing you to create complex integrated systems of control, reporting and analytics.
Service Desk is a complex system focused on solving business issues unlike more basic systems such as Help Desk. While Help Desk systems are user-oriented offering quick solution for a specific user request, the functionality of Service Desk is broader and allows providing support to the business throughout the entire service cycle. In particular, Service Desk has incident management modules and knowledge bases. It can be integrated into CRM and some enterprise-level workflows can be managed with its help.