Helpdesk software products are information and assistance resource programs
intended to troubleshoot problems and provide support for IT related or
similar product issues. In this overview you can learn about how you can
further augment your helpdesk service with adding SMS functionality to it.
To achieve this SMS function you need a stable SMS gateway such as Ozeki
NG SMS Gateway. Ozeki NG SMS Gateway is a
software product that can be installed on your computer. It forwards SMS
messages to the mobile network with a GSM modem attached to the PC with a
data cable or it connects to the SMS center of the mobile service provider
via Internet.
Fields of applications
IT helpdesk programs provide technical support and help
on various computer issues and events by offering a direct connection
between the end user and the support team via phones or e-mail. However
nowadays helpdesk support has a wider range of use. Besides offering help
to customers, helpdesk software products are capable of providing in-house
support as well intended only for employees. If you are using a helpdesk
software to provide technical answer for your colleagues you can further
enhance your in-house service by adding SMS functionality provided by
Ozeki NG SMS Gateway.
Figure 1 - Solution for how to send SMS in your helpdesk system
Via a helpdesk software an incident tracking network can
be set up on every
workstation. This system creates a Local Bug Tracker (LBT) aka ticket
which finds and analyzes common problems. Every ticket has its unique
identification number therefore the helpdesk ticketing program can
determine which computer requested support. The ticket is forwarded
to the helpdesk software which displays the problem to be solved for the
support team. You can automate this procedure by creating an SMS service
which forwards the reports directly to the managing team in an SMS message.
Therefore reports will always be in time and time-consuming response
can be avoided and the support can be provided sooner.
In addition to the above mentioned if your company has different support
teams for different issues Ozeki NG SMS Gateway
can be configured to send SMS for the appropriate team.
On basis of the ticket identification numbers the helpdesk software
determines the nature of the problem
and through the gateway software it forwards them to the right team in an
SMS message. In this manner long waits for response can be reduced by a
significant amount which further enhances in-house support efficiency.
Benefits
A helpdesk software's crucial quality criterion is
whether it is in daily connection with the end-users or company employees.
Ozeki's SMS application provides this ability for your helpdesk software
in both fields; within your company and within your costumer base.
Your costumer support can be automated by adding SMS
functionality to it in a way that the support inquiries can be distributed
immediately among support teams in text messages.
In addition to that automatic replies can be configured
for questions which are frequently asked thus redundant support can be
avoided and resources can be turned towards more elaborate help providing.
Such an efficient system earns
reputation for your company and forms a professional name for your
business. Consequently long waiting times can also be avoided and an
immediate helpdesk service can be created.
The benefits of Ozeki NG SMS Gateway's application will result in the ease
of your support system and your costumers' satisfaction.
Thus such an application is well advised for establishing
a flawlessly working helpdesk service.
However Ozeki's application
also has benefits when implementing it into an in-house support system.
In a larger helpdesk staff which consists of several support teams ticket
queuing can be time and resource consuming. Adding SMS functionality this
demanding procedure can be automated. The gateway software can be
configured to send a notification SMS if a ticket needs
specific supervision. Therefore the intended support team can immediately
start working on the problem. With such a system elaborate support service
can be simplified and long waiting times can be avoided within the
company as well. A more efficient IT environment can be achieved by
providing a system which always keeps the intended up-to-date.
Conclusion
To sum it up Ozeki NG SMS Gateway offers an application
which can bring ease to your helpdesk service for your costumers and for
your employees as well. With its superior performance and elaborate
technology it can provide the simplicity and accuracy essential for a
professional and well-functioning support service which
is indispensable for a reliable company.
If you are interested in this solution, let us know, so we can send you
more relevant information and quotation with prices. Please fill in the
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