Help desk software for LAN installed in the INTRAnet, allows company employees to fill out a form in order to report an issue or receive information about a particular service. The helpdesk software allows employees to chat with a customer service representative online at any hour of the day or night.
If your LAN users have Internet access, you can use the SaaS version of helpdesk, that can even be integrated with your Active Directory. OR - you can always install the "on-premise" version that will work inside your network.
A business can create a form that allows customers to explain any issues, questions or comments that they have, and the customer can add their order number or the date on which their order was placed.
In addition, customer service representatives can add notes about certain issues that have yet to be resolved to the support ticket.
If a website owner decides to allow customers to chat with customer service representatives on the website, the owner can track the customer's conversation with the representative in order to ensure that the issue is being resolved, and the website owner can determine how long a certain customer was chatting with a representative.
A business can set up automated messages that can tell a customer that the representative is away, and an automated message can request basic information from the customer.