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Please help improve this article by adding citations to reliable sources. Unsourced material may be challenged and removed . Find sources: "Comparison of help desk issue tracking software" – news · newspapers · books · scholar · JSTOR ( January 2020 ) ( Learn how and when to remove this message )
In 2018, the company introduced Zendesk Suite, which combines social media, live-chat, email, and other communications into a single ticket system. [32] An enterprise version of the software-as-a-service product was released in 2018. [24] By that time, 40 percent of Zendesk's revenue was coming from larger companies. [24]
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. [1]Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably.
For example, if a customer support issue is caused by a software bug and reported to a help desk using one system, and then the fix is documented by the developers in another, and analyzed in a customer relationship management tool, keeping the records in each system up-to-date and notifying the customer manually using a swivel chair approach ...
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
Notable issue tracking systems, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems, include the following. The comparison includes client-server application, distributed and hosted systems.
ZENworks, a suite of software products developed and maintained by OpenText for computer systems management, aims to manage the entire life cycle of servers, of desktop PCs (Windows, Linux or Mac), of laptops, and of handheld devices such as Android and iOS mobile phones and tablets.
OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be ...
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