Open source help desk software is made so company websites can allow users to enter tickets and ask questions on technical issues or just gain more information. Anyone implementing open source help desk software should be sure it includes a design interface, so the company can make the help desk program fit its company model and colors. It also should enable workers to track their hours, so they are paid based on how much work they do. The ability to run the help desk on any type of computer will help workers answer questions, regardless of their location. Effective help desks also will include stock answers, so unnecessary tickets are avoided.
Most open source help desk software starts with a bland design, and this design can be used during implementation. To make the help desk look professional, most website owners would prefer to design it to fit the website’s model by adding colors and the website’s logo. An easy-to-use design interface will allow administrators to do this, without having to add lots of coding for the new design.
When open source help desk software is being used, the most common users are workers who are being paid by the hour. To help ensure that each employee is paid fairly, the help desk program should come with a function that logs the amount of time each employee is working. This can be used for salaried and hourly employees, as well as freelance employees. While this function does not assist the help desk functionally, the company will have to perform less paperwork and it is easier for the workers.
Many help desk workers work at home, which means they might be using a different operating system (OS) and may even be using a mobile device. A versatile open source help desk software will be entirely web-based, meaning the worker will not need to install any software but will be able to do all the work online. Being web-based, the help desk can be accessed and used, regardless of the worker’s computer or device.
For many technical websites, especially those that cater to novice users, the help desk service may frequently encounter many of the same questions. The ability to display these common questions and their associated answers will save the company time and money. This way, workers will be answering fewer overall questions, which will result in the open source help desk software requiring fewer resources.