Web Help Desk Android app

Google Applications integration boosts the consumerization of present day cloud-based help-desk platforms. Will Kelly teaches you some leading good examples.

I needed to call technical support in my Digital recording device another week. It is something I detest to complete. However, I lucked right into a great help-desk specialist who walked me through my issues. He was working from his house in Colorado. This motivated me to revisit some cloud based help-desk solutions and that i found three solid ones that integrate with Google Applications for Business.

Consumerization

Consumerization is altering the face area of enterprise IT especially help-desk solutions by helping satisfy the following challenges:

  • Heavy turnover in help-desk jobs through either attrition or help-desk agents evolving to software development, system administration, or any other greater-level positions.
  • Growing needs that customer facing as well as enterprise help desks work remotely such as the help-desk agent who resolved my Digital recording device problem.
  • Customer calls for more web-based and social networking support.
  • Help-desk agents come from the "browser generation" accustomed to being able to access applications using a browser.

Present day cloud help-desk solutions tap into lots of consumer technologies for example browser based connects and social tools. Google Applications can sort out another layer of consumer tools to assist improve help-desk infrastructure and agent to customer communications.

The next cloud help desks can be found in google's Applications Marketplace.

Desk.com

The Sales force Clients are your brain behind Desk.com, a social help-desk. Integrate Desk.com with Google Applications along with help-desk team can conduct all their business in the cloud no matter their locations

It supports traditional support channels like the phone an internet-based support including email, live chat, or social media tools like Facebook. It is also mobile friendly with help-desk agents in a position to access Desk.com features through its HTML5 interface with an apple iphone, Android, or Rim device.

Throw Google Applications for Business integration behind it with support for an additional:

  • User provisioning enabling Read Only use of corporate Gmail boxes for customers to handle and react to customer emails.
  • Email access with Read/Write/Send access that shows a listing of corporate email in-boxes readily available for link with Desk.com.

You'll want Open ID set up to be able to result in the needed Desk.com configuration changes. As I can understand (as well as appreciate) outdoors ID requirement, it will give a amount of complexity towards the help-desk setup.

As the provisioning and email access possibilities in Applications integration certainly help simplify setup and continuing maintenance, I had been really wishing to locate a article marketing option with help-desk agents in a position to create and manage knowledgebase content within Desk.com using Google Paperwork and/or Google Drive.

Figure A shows one particualr ticket in Desk.com.

Freshdesk

Freshdesk competes against Desk.com. It provides help-desk ticketing, a understanding base, an internet-based message boards. Help-desk specialists can communicate with clients while using traditional means including email, web, and also the phone. There's also support for getting together with clients using Twitter and facebook.


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