Free Help Desk Software

What does it do?

The Free Helpdesk is a fairly simple application. It is based around the concept of a Job and tracking each action (which may be by different people). Most jobs go through the following stages:

• The job is logged (for example triggered by a telephone enquiry from a customer). At this stage information about the job and the customer needs to be recorded.
  
  
• The job is passed on to whoever will deal with it next.
  
  
• The next operator actions this stage of the job and records information about the actions taken.
  
  
• The job may be passed onto other stages, each of which may involve the same or other operators.
  
  
• The job is completed when no further actions are required.
  
  
• At all stages, operator need to be able to monitor jobs that may be passed to them, and management will wish to report on the jobs that their staff are dealing with.
  
  

To accomplish this, the Free Helpdesk has these features:

• Maintain customer address and contact details.
  
  
• Classify jobs into categories.
  
  
• Transfer of jobs between operators.
  
  
• Full audit trail of what actions were taken and by whom.
  
  
• Prioritisation of jobs.
  
  
• Specify target completion dates.
  
  
• Real-time monitoring of all jobs with optional alarm.
  
  
• Flexible querying tool to report and monitor on all jobs or only those jobs which meet a particular set of criteria.
  
  
• Sort jobs according to customer, logged date, target date, priority etc.
  
  
• Flexible reports: Jobs per Category, Jobs per Customer, Overdue vs. On-target, Frequency of jobs etc.
  
  
• Multiple jobs databases - so you could maintain one for help-desk, one for orders etc.
  
  
• Full, on-line, context sensitive help.
  
  
• E-mail alerts