After years of experience in helping IT departments find ways to better manage their help desk and support center environments, I decided to build a product and start a company which would offer a software package built around the "best practices" I found to be most effective in organizations.
Many companies can benefit from an application that allows them to more effectively manage their IT assets, knowledge and help desk issues. While there are many applications that offer various degrees of help in doing this, I found one particular element to be absent in all of them: self-help.
"Help Center" is an application offered by DominoKeys, LLC, which consolidates management of assets, knowledge acquired by IT over time and help desk issues with a dynamic "self-help" engine that brings these elements together.
As end-users complete a new Help Center Ticket, they are walked through a customizable wizard which asks questions about the type of issue they are reporting. As they answer these questions, the system dynamically references knowledge articles stored by the IT team and displays a list of articles that are similar to the issue the end-user is reporting.
If the end-user does not find a match, the issue is submitted to the IT support team based on a priority and escalation structure they insert into the system by creating a simple profile for each team member. When the IT team member gets the message the system automatically ties the asset information about the computer the end-user is using to ensure the support staff have as much information as possible associated with the issue. They can also easily access previous issues associated with the end-user or the asset itself, regardless of its assignment history.
Companies that have implemented the Help Center system report that it has improved their internal customer satisfaction greatly. What's more, the system continues to reduce the number of issues assigned to IT over time; since each issue that is closed can easily become a Knowledge Article, end-users have more accurate and timely self-help information at their fingertips the longer the system is used.
Help Center is available through DominoKeys business partners. For more information about this product and others from DominoKeys, please visit www.dominokeys.com
Help Desk management software that integrates IT support best practices, asset management, knowledge retention and end-user self-service to reduce issues submitted to an IT support team.
