September 23, 2020 Last updated September 23rd, 2020 96 Reads share

IT Help Desk Software Key Features

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Does your business need IT help desk software? This particular resource can be exceptionally handy for the successful operation of particular companies – but it can often be difficult to determine whether yours is one of them. This article will help you to determine this by detailing the key features of IT help desk software and explaining the types of assistance they are likely to offer.

A User-Friendly Customer Portal

As your help desk software from this site here is intended for customer use, it is vital that they find all the processes involved straightforward and intuitive. An interface that is clearly laid out and easy to navigate is a great starting point. That interface should be perfectly optimized across as many devices as possible, including smartphones, tablets, and personal computers. A variety of different types of interaction should be possible too – including a clearly displayed telephone number, a contact form or email address, and a live chat option to allow users to select their preferred manner of contact.

Troubleshooting Tools, User Guides and FAQs

As well as contact information and methods, your help desk software should contain the tools that are most likely to be required by users when seeking an answer to a typical question or a resolution to a problem. If, for example, your company sells products, a user guide for each product should be available on your customer portal. If certain technical issues are common within the field in which you provide a product or service, you may provide a troubleshooting guide to help users resolve the problem themselves.

Providing a knowledge base of this kind will assist your help desk users in taking ownership of their own inquiries and will also help to prevent customer service phone queues from being flooded with people seeking the answer to a very simple issue. It’s worth noting that a certain level of help desk vs service desk confusion exists due to these two pieces of terminology erroneously being used interchangeably on occasion. Many specialists argue that IT help desks most commonly exist to directly fix issues, while service desks are used for information requests and other forms of support, but there is often a major crossover when it comes to the knowledge base area of both resources.

Tools for Data Collection and Analysis

Along with the public-facing aspects of help desk software, handy resources can also be included for internal use. For example, it is possible for this software to include data collection processes which enable you to study and draw certain conclusions regarding customer activity and service efficiency. This data can then be automatically formatted into a report which will inform you of your company’s performance in terms of issue resolution processes and keep you up to date on how portal users behave and what services they most commonly use.

A Good Ticketing System

Tools of this kind always perform best when there is a clear and streamlined approach to issue resolution. The use of a ticketing system tends to involve the labeling of each interaction – whether it is a query, a request for technical support or a complaint – with a number that is then tracked. This is called raising a ticket. These tickets include notes that can be added to whenever there is an interaction with the case in question. This will show exactly what fixes or solutions were attempted, when and by whom. This system will help employees to easily follow the journey of each issue from beginning to end. It will also help cases to be prioritized and prevent any from falling by the wayside.

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Justin Weinger

Justin Weinger

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