At Providence Software Solutions, we provide a full digitization service as well as preventative fraud measure through technology.

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35 Western Service Road
Woodmead, Sandton
+27 (0) 11-802-0722 | +27 (0) 11-656-2033

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A company turning ideas into beautiful things.

Help Desk Management System

If customers are the beating heart of your company, then communication is the lifeblood. Having the necessary tools to communicate effectively and provide a great customer experience is crucial if you want to keep your customer base. Over 80 percent of customers say a positive customer service experience increases the likelihood they’ll make another purchase, according to the Providence Software Solutions Customer Experience Trends Report 2023. Our report also revealed that customer support tickets surged by 30 percent in 2022, and it’s clear—excellent customer service is a critical component of a successful business.

This helps explain why seamless, omnichannel help desk software is now the standard. But that doesn’t mean it’s easy to find the right solution for your business, especially if the software for your help desk also needs to support IT or HR services for internal employees.

Let Providence Software Solutions be your guide in helping you understand the ins and outs of help desk software.

What is help desk software?

Help desk software is the technology that businesses use to provide support to their customers or employees and make information sharing easy.

The core function of help desk software is to help customer service, IT, and HR teams manage, organize, and prioritize support requests from one unified place. The best help desk software:

  • Makes it easy to serve customers over the channels of their choice.
  • Provides self-service options.
  • Tracks and reports performance.
  • Automates workflows.
  • Facilitates team collaboration.
  • Personalizes the experience.

Put simply, help desk support software is designed to give you the tools to make your customers feel valued. Here's a basic rundown of how it works:

  • Customers contact your business through email, phone, text, web, chat, and social media with questions and issues.
  • The system generates a ticket for each issue and automatically associates it with a customer’s history, if applicable.
  • Tickets are assigned manually or automatically depending on business rules.
  • As agents work on tickets, they can easily collaborate with other team members for help.
  • When the agent resolves the issue, they let the customer know through their preferred communication channel..
  • Admins can create workflows and assign different levels of responsibility to agents.
  • With analytics, you can track customer satisfaction scores, internal KPIs, and more.

eHealth Software Solutions

  • Patient workflows: An embedded patient workflow service allows patient to be put into programs (studies, treatment programs, etc.) and tracked through various states
  • Cohort management: The cohort builder allows you to create groups of patients for data exports, reporting, etc.
  • Relationships: Relationships between any two people (patients, relatives, caretakers,etc.)
  • Patient merging: Merging duplicate patients
  • Localization / internationalization: Multiple language support and the possibility to extend to other languages with full UTF-8 support.
  • Support for complex data: Radiology images, sound files, etc. can be stored as “complex” observations
  • Reporting tools: Flexible reporting tools
  • Person attributes: The attributes of a person can be extended to meet local needs