How will it benefit your helpdesk?
From experience it has been many helpdesks, whether it is a new company starting up, or an existing company, that the simplest tools can provide an adequate method of logging calls. For example a dedicated mail inbox or a spreadsheet!
Unfortunately this can be a rut that is all too easy to get into, and sometimes very difficult to find an escape from when looking to get more out of your helpdesk. And not getting specially designed helpdesk software can lead to a downward spiral of unorganised chaos when you start taking on more call volumes, or more complex requests.
Helpdesk software can allow you to the following.
- Organise your calls
- Give reference numbers relating directly to the ticket
- Gives you access to information about common issues
- Saves time on logging calls and resolving calls
- Allows a new dimension in self-help
- Allows creation of teams or departments so request of a certain type can be dealt with by a specialist team
- Keeps track of time spent
- Keeps track of assets used.
There are a number of benefits of a helpdesk. An example is being able to track requests and their history. Another benefit is communications by e-mail can be audited. A centralised knowledgebase gives you and your clients the ability to reference previous solutions to problems. A client web interface lets your clients access realtime helpdesk information without needing to call your busy helpdesk operators and technicians. Standardised help desk processes ensures procedures are follows and training requirements can be much easier identified. Improved efficiencies, such as client self-service and a technician knowledgebase paves the way to reduced support costs.
Helpdesk software integrates multiple components (i.e. KnowledgeBase) to provide more efficient support to a customer/client. Processes involved in working helpdesk software need to efficiently manage calls, trouble tickets and be able to communicate on every level (i.e. through email). This in turn will provide better response to support calls, and better organised helpdesk which will be reflected in customer satisfaction.
Today’s modern helpdesk needs to be able to log calls, where a specific category can be assigned or it can be given a priority. A facility to research problems in a knowledgebase. To track easily request made and access to the ticket via the web for either client or technicians. A combination of Service level management tools and auto escalation. Complete system integration tools. A fully featured report suite, effective and useful data manipulation and a stable and scalable database.
Many companies now offer software that can perform the above tasks so choosing the right software can be difficult, but before you buy check that your choice meets some of the basic criteria.
- Does the software allow the creation, modification and closure of tickets?
- Does the software automatically time stamped new ticket?
- Does the software give the ability to distinguish between a new incident, problem and known errors?
- Does the software allow the ability to assign and re-assign tickets to pre-defined support staff or groups
- Does the software incorporate a tool for escalation of problems after the pre-defined threshold have been breached?
- Does the software provide ticket history and knows errors for support staff during investigative processes?
- Does the software allow the generation of customizable reports or data export?
- Does the software allow free text entry for recording the description and resolutions to a ticket?
- Does the software give the ability to alert of high priority calls?
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