So, how do you make sure of this? The safest way of providing excellent customer support is by implementing a Help Desk software. Back in the days, providing customer support would be quite the task as there were no automated tools and the tech guys had to assist each customer individually and that would consume a lot of time. Thanks to the automated tools now, you can address related issues as one and provide the required solution. This, naturally, speeds up things and consequently, results in much-satisfied customers. For this purpose, we will be using the Web Help Desk software developed by SolarWinds Inc which is an American company that expertise in network and system management.
Installing Web Help Desk
Before we start with the article and show you how to set up a customer support system, you will have to get the software from Solarwind’s website. Head to this link and download the tool by clicking ‘Download Free Trial’ and providing the required information. Once done, follow the instructions down below:
Setting up Web Help Desk
Now that Web Help Desk has been installed on your system successfully, and you have done the basic configuration, it is time we start setting up Web Help Desk. Here, we will be discussing client accounts and tech accounts so that you can start providing ticket support. If you close the web browser by accident, you can easily access the web interface of Web Help Desk by typing http://hostnameOrIPAddress:port.
Client Options
The first thing you need to do is define client options once the Web Help Desk web interface is loaded. This can be done by following the given instructions:
Note:
Using Web Help Desk, you can also manually create client accounts by going to Clients on the toolbar and then clicking ‘New Client’.
Tech Account and Options
Once you are done client options, it is time you set tech accounts and options. You can create tech accounts and then set permissions for the tech accounts. Here’s how to create a tech account: Now, to manage tech permissions, just click on Tech Permissions and edit them per your needs.
Creating Tech Groups
You can also create tech groups to assign different tech accounts to. To do this, follow the instructions:
Creating Request Types
Using Web Help Desk, you can create different request types and then assign them to Tech Groups. Here’s how to create a request type:
Defining Ticket Options
Finally, you can also define ticket options. These are the default settings that apply to each ticket. You can review ticket options by following the given instructions:
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