What does the differences between help desk and service manager?

Every one knows what does help desk mean? But do you know what does service manager mean? Not the position of one company, the service manager is one software to manage the customer care in one company.

In ITIL before 2007, the service manager was contained in Help desk software, and most of the functions were not very available and practical. Therefore, not every one could give a very brief definition to the service manager software, even somebody might think that this software was the standard help desk with basic functions. While when 3rd ITIL regulation released out after 2007, people redefined the means of help desk and service desk, the same as service desk, and give the people who were in the e-commerce a new circumstance. As a result, the help desk software was one part of service manager, which meant that the help desk was aimed on the tickets, while the service manager focused on the service, all the service. So as we know, service had a very width range from pro-sell, selling and after-sell sections, and in the contemporary society and marketing, people usually added the service marketing into the service processing to promote the products.

In the other side, not every service was external, by contrast, most pieces of service manager software were concentrated on internal problems. For instance, one countries cross company had lots of branch authority agencies to encounter the global issues. But in the headquarter, the bosses or the manager should enable some service desk to monitor the devices from all agencies to get a clear vision about what was in the wrong situation.If there come one incident event, the service desk in the headquarter could have the first mention, which could also allow the management level to tackle the problems at once.

So, customer service software could be the next generation of the service marketing and could also become the mainstream of the promotion.


All technologies about the ticket assignment

It is pound of the new released software that we have combated the problem of ticket missing, in other words, in our system, any ticket will find its answer ultimately, which means you will not miss any ticket via our system. Therefore, I will introduce the ticket assignment logic to you to help you to understand the whole assignment rules.

First and foremost, the staff is out of office in vacation. This is common phenomenon that always happens in the company. If the service staff is leaving far from the society, such as have a vacation in Africa or Maldives without the linked in devices, how does he or she have the answer or reply to the newly submitted ticket? In our system, this is not a problem. Since the classified  company regulation, I can only tell you some details in this section: all the service staffs have a back up staff as the preparation for the responding. If one service staff is not near the computer or not log in the system, the assignment rule will redirect the ticket to the back up staffs to tackle. Never mind the ticket missing with the amazing and gorgeous logic.

In the other side, if people want to reopen the ticket, while the staff is offline, how does the software do at this situation? From our software, when staff is in idle offline or non-response in one specified time,the ticket will be reassigned after the interval.As the result, with regard to the department priority, the system would escalate the ticket status automatically when it just past the interval to reassign to other people by the assignment logic again.

Thus, when you are experiencing the operating of the customer service software, please test the ticket assignment logic with your own feeling.

New ikode product comes out with the big shock!

Nov.1, 2011, a common day and the first day in November, has very different meaning in iKode, for we just released out the latest Help desk software, not the normal help desk software, because we give the special understanding to the software and give a new name to it - iKode Service Desk X.

Not only do the help desk function it contain, but also it is also being equipped other practical functions, such as the customer service management, customer relationship management and etc.. Though the power of each function section is not as the powerful as other dedicated software in the area, we want to give our customer a new sense and redefine the help desk software.

In this version, you can attain a more brief interface, a easier operating experience, a faster response time and a more logical ticket assignment rules. With iKode Service Manager, you may tackle the problem from your web visitors, handle the relationship of your potential customers, offer an intelligent manipulate section to your customer and link them into your profit chain. Our customer service software wants to be endowed with the refined system with all advantages, which is also our staffs' dream. So we need all of our customers to give us the most pertinent advice about the software.