Help desk manage requests by using some type of help desk software, or issue tracking system, sanctioning them to keep track of user requests, find answers to common queries and prioritize the requests being worked on. User contact is typically with internal employees and includes a mixture of emails, contact numbers, and instant messages to provide support.
BENEFITS
- Centralized ticketing – Help desks can be chaotic places. Teams are usually large and maintain staggered schedules to make sure the desk is often covered. This permits the team to supply help throughout the day, nonetheless all of this coming and going will result in lost communications and generate confusion.
Help desk software immensely improves on outdated approaches like shared inboxes, where multiple agents log in to an equivalent account to review requests. A ticketing system permits each agent to trace the status of tickets, claim unassigned tickets, and review ticketing notes on unresolved incidents.
Help desk software solutions additionally enable agents to speak with each other outside the read of the client. Tickets that are resolved are saved within the on-line help desk software’s database. Agents can review how problems were antecedently resolved, instead of reinventing the wheel whenever similar problems reemerge.
- No more lost or duplicated help requests – Busy organizations that generate varied daily help desk requests are bound to lose track of tickets from time to time while not a centralized resolution in situ.
Often, this happens when agents flip their attention to problems with higher priorities. With help desk software, teams can prioritize tickets and address them consequently. Less important tickets can be delayed, however they get lost within the shuffle.
Help desk software additionally ensures that individual help request tickets aren’t assigned or claimed by multiple agents. Duplicated efforts waste everyone’s time and might result in confusion on each side of the request
- Accountability – Online help desk software keeps track of how tickets are handled and by whom. Agents who know that their names will be connected to tickets from start to finish are certain to feel larger possession over their contributions.
Ticketing additionally makes it simple for agents to touch base with each other concerning tough incident requests. When challenging requests are escalated to higher-level agents, those agents can then review the prevailing notes, that area unit attributed to the agent who wrote them.
- Reporting capabilities – Help desk software can store data regarding tickets and agent performance — data that may then be accustomed to quantify team effectiveness. Reporting permits organizations to look at common client problems and integrate changes to products and services so as to deal with them.
Reporting additionally provides management insight into work flow patterns that can inform how they schedule agents and assign roles.
- Remote work benefits – Online help desk software solutions which include a cloud component make it possible for teams to work together remotely from a centralized starting point.
Remote help desk teams that require access to identical spreadsheet or email accounts can become stuck when there’s an access issue or if a spreadsheet file is corrupted. Cloud-based systems alleviate these problems.
Cloud capabilities can help groups that aren’t usually remote, as well. Remote access to the ticketing system can be a handy feature when an agent needs urgent input from a manager or coworker who is far away from the workplace.
FEATURES
IT help desk software helps streamline incident management and alternative vital support processes. With the power to resolve problems a lot more quickly, your help desk employees will assist a lot of users. Some of the key features of modern IT help desk software that help enable productivity include:
- An efficient ticketing system for managing user issues
- Multiple modes of user contact (email, phone, chat, web, etc.)
- Built-in knowledge base for known issues and frequently asked questions (FAQs)
- Workflow Automation to prioritize inquiries and route requests to the appropriate support resources
- Contract/SLA management for managing help-desk performance and 3rd party relationships
- Alerts and Escalations to help ensure timely resolution of issues
- Agent dashboard that provides all the information they need in one place
- Flexible Analytics and Reporting capabilities