What is a Helpdesk?

The Helpdesk is the easiest and most efficient way to manage incoming issues, questions, and requests from the users of an IT infrastructure. To process, categorize and evaluate these messages is the task of a good Helpdesk. It is desirable – but unrealistic – that in all cases each problem is dealt with directly at initial contact with first level support. Good IT ensures that no information is lost and every member of the support staff knows exactly what needs to be done and what has already been done.

What once began with a few lists on paper is now a full-fledged database. Although the classic IT support still receives the requests by phone or Email, further processing based on a state of the art issue tracking system is fundamentally different from "paperwork".

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Within the ACMP Helpdesk, IT employees can see at a glance which tasks are still unfinished. Additionally they have all necessary transaction history and inventory data at hand. Using definable escalation levels, the Support ensures that response times agreed through the Service Level Agreement (SLA) with departments or customers are adhered to in every case.

All functionalities of client life cycle management (CMS) are, depending on the configuration, also available to the Helpdesk. Software distributions, configuration adjustments via Client Commands, or remote maintenance access are handled by the support staff via a central software – ACMP.

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Overview of ACMP Helpdesk

  • Fast processing of support requests
  • Completely integrated
  • Integrated remote maintenance of connected client computers
  • Easy to evaluate
  • Enables uncomplicated contact between customers and IT Support at the click of a mouse

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Even less experienced users are increasingly starting to take advantage of sending notifications to support by Email. Emails have several advantages for customers. On the one hand, they are no longer forced to wait on the phone for a member of support staff to be available, and on the other hand, it is much easier to put the problem into words more precisely without the time pressure of being on the phone.

In turn, support staff are less interrupted by incoming phone calls at work. A good Helpdesk system like ACMP processes incoming Emails and integrates them into the Helpdesk process.

At the same time, the history of the tickets processed to date forms the basis for approaches to solutions for comparable error descriptions and also identifies client systems and employees that are working incorrectly or who may still have difficulties with the functionality of applications.

The quality of a well-functioning Helpdesk underscores good customer loyalty and helps the IT Department to improve its image. The importance of high-quality IT support must not be underestimated under any circumstances.

ACMP Helpdesk

Reliable support needs a reliable ticket system

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Any questions? We are happy to help you or make an appointment.

Seven good reasons for using ACMP as a client management solution

  • Over 20 years of experience in client management software "made in Germany" result in products from practice, for practice
  • Full purchasing flexibility
  • Tailored support
  • Full transparency as to which IT resources are currently in use
  • Avoidance of vulnerabilities and security risks
  • Webinars and other information offerings in addition to continuing education for IT managers.
  • ACMP is a 4-time champion in the Techconsult Professional User Rating 2021 IT Operations

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