Microsoft Service Manager Help Desk Software Review
As business organizations adopt third-party services, managing service requests across departments becomes more complicated. Service requests can involve multiple employees, different departments, and multiple vendors.
Service desk software helps companies manage customer requests around the clock. It gives you the capability to handle complex requests with ease, making your life simpler.
Microsoft service manager help desk
Microsoft Service Manager help desk software is an application that supports IT help desk and provides self-service solutions to internal Microsoft IT users. It's a workflow-based tool that helps with managing tickets, providing consistent and quality support.
It allows sharing of tickets, assigning them to different team members, and getting notifications about the ticket's progress. The stats module enables you to generate reports on incidents and their statuses. The tool uses its database and is less dependent on objects inside the Windows Active Directory domain.
Microsoft Service Manager is a service desk solution with closed-loop automation, analytics, and real-time communications. The Service Manager delivers visibility, control, and insight into your service desk, thus allowing you to provide exceptional service to your customers.
What is Help Desk Software?
A help desk software refers to software that helps companies and IT departments track customer requests, problems, and issues. The service desk personnel use this tool to identify, log, prioritize and assign those tasks as they come in from customers.
Most of the time, the customer only knows how best to describe their problem, but not the actual problem causing it. Therefore, the customer service department needs to find out what is wrong and then get that information to the IT technicians to solve the problem.
How does Microsoft Service Manager help desk software operate?
- Create new incidents in a structured way
- Update incidents and manage their status
- Assign incidents to technicians for diagnosis
- Create new knowledge base articles
- with the right keywords, tags for easy searchability of related knowledge base documents
- Notify customers, technicians and managers via email or SMS when an incident gets updated, closed, or escalated
- All information about customer service activities and problems is saved in a central SQL database which doubles up as backend for Microsoft Service Manager
- Allows managing incidents using customizable views
- It helps reduce time spent on routine tasks by up to 50% with automated workflows
- Make the management of a help desk easy
- and efficient by creating new categories, views and controlling the assignment of incidents to agents
- Comprehensive Configuration
- Management capabilities enable IT managers to set up a fully customized workflow for their organization.
Benefits of Microsoft service manager Tool
- Microsoft Service Manager makes it easy for your customers to get the best service. With closed-loop automation, you can identify problem records, take action on service requests, and get status updates in real-time.
- Microsoft Service Manager redefines your service desk operations by providing an enterprise view of your shared services, integrated communications, and flexible automation. The service software makes it easier to optimize operations, resolve incidents faster, and eliminate bottlenecks across the service desk.
- Discover and fix problems fast
- Visibility: Deliver exceptional service, regardless of what's going on in your network and its devices and services.
- Control: workflow-driven automation lets you resolve issues faster, helping to eliminate downtime and reduce costs.
- Insight: Instantly gain visibility into users, assets, software, applications, services, etc.
Best Free Microsoft Service Manager Help Desk Software
Zendesk features- support for multiple departments
- multiple languages
- cloud-based
- service scheduling, emails, knowledge base access
- multiple channels, including web, social media, email, phone
- Google Apps Integration
- knowledge base
- customer service community
- ticketing system
- dashboards
- customizable workflows
- forums
- knowledge base
- social media integration
- phone support
- 24/7 support
- Help Desk & knowledgebase tools
- Web-based & mobile access
- Out of Office reply wizards
- LiveChat.
- Web-based and cloud-hosted
- email and
- SMS ticketing
- knowledge and user management
- service desk and customer service functionality
- public web access to knowledge base search
- built-in ticketing system
- SLA tracking
- Call center tracking and reporting
It is accurate to say that your existing help desk software is only as good as the data you feed it. If your records are outdated, inaccurate, or incomplete, there is no chance of making any future improvements or providing the best possible service.
Microsoft service manager help desk software provides the administrators with great insights and reports about their overall help desk performance. For example, the service manager helps identify whether all tickets are resolved or not and the current state of active tickets.