What Your Business Should Look for in Help Desk Ticketing Software
Susan Owens

A help desk ticketing system helps businesses deliver exceptional customer service. It reduces FRTs to zero, never misses a query or complaint, and offers proactive resolution 24/7. Thanks to these benefits, a help desk ticketing software increases both your acquisition and retention rates.

If you're looking to upgrade your help desk ticketing software, or want to invest in one now, here's what you should keep an eye on:

Best Features in Help Desk Ticketing Software

Seven must-have features of a help-desk software:
  1. Cloud-based Type

    • There are four types of help desk software:
    • On-prem: Where the servers are on premises for enhanced data security.
    • Cloud-base: Here, servers are on-cloud managed by the vendors.
    • Open-source: Here, your developers can use freely available source codes and modify them to your needs.
    • Enterprise: For large organizations, advanced features, and discounted price.

    Out of all the mentioned types, a cloud-based help desk software is chosen by almost all businesses as it offers great value in terms of effectiveness, ease of use, features, cost-effectiveness, scalability, and security.

    Some businesses opt for a on-prem help desk system stating security concerns, however a cloud-based software also offers robust security. Here’s an additional read to help you if you’re confused between the two.

  2. User-friendly Interface

  3. One of the essential aspects of good help desk software is that it should be easy to use. In addition, the software should be simple to interact across all aspects, right from installation to configuration and everything in between.

    Complex UI in a help desk software requires more training hours and can also irritate users. A help desk software that is easier to use will also allow better request processing, more customization, and better organization of your IT workflows.

  4. Omni-channel Support

  5. According to Marketing Weekly, 15 years ago, the average consumer typically used two touchpoints when buying an item, and only 7% regularly used more than four. Today consumers use an average of almost six touchpoints, with nearly 50% regularly using more than four.

    With an exponential increase in hyper-connected smart devices, people are now connected more than ever — giving them the freedom to interact with businesses while on the go. This calls for having an IT ticketing system that allows visitors and customers to reach out to you from more than one touchpoint across devices and channels.

    Aberdeen Group states that companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.

  6. Efficient Ticket Routing

  7. The foundationally important feature that you should see in help desk software is that it should improve efficiency and overall operations. A good help desk software automates repetitive tasks like notifying people that a ticket has been raised for their query. Moreover, it creates tickets for every interaction and prioritizes them based on pre-set parameters. Also, at the same time, send the tickets to the right agent based on the agent's expertise. Additionally, you must be able to set certain event or time-based rules to trigger a set of actions after configurable time has elapsed or when an event occurs. All this automation helps save the agents' time and energy from them to be productive elsewhere.

  8. Scalability

  9. Quoting Business Partner Magazine, "as consumer buying preferences change over time and with trends, the ability of a business to adapt and take advantage of these changes will be a key factor in determining its success. "

    Cloud-based and open-source help desk software offers the best scalability to your business. Majorly, businesses have shifting demands when it comes to software usage. Suppose you are aware that your business might have more people coming on board, or the team is going to get leaner. In that case, having scalability in your helpdesk software can help you drive more savings – as you only pay for what you use.

  10. Integrations

  11. Many companies are using help desk ticketing software integrations to enable conversations and collaborate more efficiently. Integrations with CRM solutions and internal communication tools are useful at getting all stakeholders on the same page. Integrating your help desk solution with project management systems and issue tracking takes this collaboration a step further by merging customer support with development. Since help desk software integrations are becoming the backbone of many tech-driven businesses, it is wise to ensure that your help desk software integrates with the required tools to facilitate growth and new opportunities.

    Here are some examples of different categories of tools you should be able to integrate with your help desk software:

    • CRM: Zoho, Salesforce, Hubspot
    • Analytics: Tableau
    • Internal Communication: Slack
    • Live Chat: Zendesk Chat
    • Chatbots: Acquire
    • Project Management: MIcrosoft Visual Studio (TFS)
    • Issue Bug Tracking: Jira

  12. Metrics and Reporting

  13. In business, what you can't measure, doesn't exist. So no matter the kind of help desk software you possess, ensure that it shows you detailed analytics of key metrics and also that they are intelligible.

    A helpdesk software can help you gain insights on important customer service metrics like Customer Satisfaction Score, Net Promoter Score, Customer Effort Score, Number of tickets raised, FAQs, etc.