Help Desk & Service Desk with Asset Management Software

When deciding between help desk software and service desk software, it's crucial to understand the key differences and determine which better aligns with your organization's needs.

Help desk software primarily focuses on the rapid resolution of immediate technical issues and user problems, often handling incident management and basic troubleshooting. It’s ideal for businesses seeking a straightforward solution for managing user requests and efficiently resolving issues.

In contrast, service desk software (available with an Enterprise license) offers a broader scope, not only addressing incident resolution but also managing comprehensive IT operations and providing an integrated approach to IT service management (ITSM/ITIL). It includes processes like change management, problem management, and release management, offering a more strategic and advanced approach to IT.

In the help desk system, you can choose whether you will be serving internal employees or external customers.

Aside from the difference in naming within the help desk software (employee or client), another distinction is that when serving external customers, they can independently create their accounts in the Client Portal, and this information automatically appears in the system.

When serving employees within the company, they can use the Client Portal only after you have created an appropriate account for them.

Yes, you can use the Help Desk & Service Desk with Asset Management software with one purchased subscription for multiple agents, but not simultaneously. Logging into the system from any device (mobile, tablet, computer) will automatically log out the previous session.

This type of access is known as concurrent licensing, which means the license can be used by one user at a time.

If this form of usage is acceptable and you represent a very small company that does not yet have stable revenue, where every operational cost is a burden, you might consider this option.

No, and that's the best part. No deployments or installations are required.

Your help desk & service desk with asset management software is waiting for you in your subdomain and is always ready to operate, regardless of the device or location you're connecting from.

Want to work from home? Go right ahead.

Need to support a client or employee in solving a problem or answering a question while you’re on the subway with just your phone? Go right ahead.

Your client won't notice the difference. This and many other aspects of working in the cloud with SaaS software open up entirely new possibilities for how you work.

No, your clients or employees don't need to install anything.

They simply launch the Client Portal, which is a specially designed part of the Help Desk & Service Desk software for them. They can access the Client Portal from their phone, tablet, or computer using their preferred browser.

In the Client Portal, they have immediate access to the Knowledge Base with ready answers to the most common questions, they can see which documents and assets are assigned to them, start a live chat with support, or write an internal message. They can also create new tickets or monitor the resolution of previously reported tickets in real time.

Yes, regardless of where you are or whether you use your phone, tablet, or computer to access the help desk, your clients or employees won't notice any difference.

The ticketing system in the help desk software takes full advantage of the vast capabilities offered by the Microsoft Azure cloud.

Data is securely stored in private Azure subnets, within separate databases for each company. Access is managed through subdomains and utilizes the latest user authentication and authorization mechanisms.

Yes, all files added to the help desk system are securely stored in private, segregated Microsoft Azure repositories with no external (public) access.

The software displays all your files seamlessly because it uses a special security key, which is systematically generated on the server side of the application at a specific time interval. This key is always unique for each company and works only for a specified period.