How does help desk software capture the information and allocate tasks?
Help desk software is designed to meet the requirements of back-office executives who are assigned to look after the customer tickets and dispense them to the concerned team. As the day starts, there are hundreds to thousands of user issues, service requests, problems and complaints in the form of tickets. Desk executive uses a centralised platform to receive these tickets. The system provides a list of workers and technicians available for the day and their locations.
The desk executive can use smart scheduling to assign the tasks from the tickets to the workers with all the information and time deadlines. Suppose an urgent ticket comes in real-time, in such a case, the executive can view the nearest worker and allocate the task immediately. All the updates made by mobile field workers from their device are synchronised with the service desk to generate reports and future analysis.