There a number of web-based Help desk softwares that are just as good as their downloadable counterparts. These powerful web based portals provide self help functionality that not only put line employees in a better position to handle customer queries but also help keeping costs in check.
Before choosing a Web-based help desk software make sure it comes with a powerful yet friendly user interface which line employees can use without much technical training. Some innovative features may include color coding, customizable menus and the option to dynamically view request details. A good web based help desk software would use latest technologies like CSS, Java and AJAX so that the user would have a fluid browser experience.
A flexible web based help desk software will allow you to customize the software according to your business needs. Field integration gives users the ability to report and filter fields against each other.
Web based help desk softwares are usually have a clientele that include non-profit organizations, e-learning portals, software companies, educational institutions etc
The web based help desk softwares stream lines customer queries coming in from all directions – email, snail mail, web forms, fax and phone etc. with the appropriate web based help desk, you will probably never have to worry about a query being missed or responded to twice (something that’s very likely to happen through the generic email system).