How to select the right helpdesk for your business?
May 4, 2022
What is a helpdesk?
Helpdesk software is a configurable software tool that allows for handling customer queries more efficiently and easily. A help desk is essentially a way for organization to track work progress, and also for the team to handle their queries and communication. In today's multi-channel world, a employee can work with an organization in many ways, some of them are cell phone, tablets, laptop, surface etc. Helpdesk software gives the support team a 360-degree view of projects and work progress in an team, which helps resolve queries quickly and diligently. A Helpdesk can be hosted on a cloud server, where you don't have to worry about server management.
Methods for selecting which Helpdesk is suitable for your business
There are many factors one needs to consider before choosing the right helpdesk for his/her business. Depending on the size of the team, and the work done by the employee you want to consider, some of the major points are listed below:
- What features do you need from a helpdesk?
- How easy is it to start using the product & go live?
- What is the budget that you are willing to spend each month/year on a helpdesk?
Features of a Helpdesk Software
A good helpdesk has these features which are listed below:
- Track every project
- Manage or update work from different channels
- Knowledge Base
- Prioritize & Categorize Tickets
- Alerts and Notifications
1. Track every project
Helpdesk Software helps in tracking the projects. This is useful for the management, where the admin can check the status of the projects. To understand the progress and pending work on the projects, the agents can add the images, files, and descriptions to them. For example, if the agent raises a ticket that the project deadline is getting expired and attaches a ticket. It is very useful for the team or admin to easily identify the deadline.
2. Manage or update work from different channels
A Helpdesk Software offers multichannel management of work which are more beneficial for agent where they can submit their work through various sources including iOS, android application.
3. Knowledge Base
Having a knowledge base in the helpdesk with product webinar recordings and expert articles can be beneficial for a team. Agent issues are not going to stop coming in. In such cases, agents can take the help of the knowledge base and try to understand if their issues can be resolved using the knowledge base. A knowledge base is like a self-service portal that is easily accessible to both agents and admin and can be used by any.
4. Prioritize & Categorize Tickets
It is especially important to prioritize tickets otherwise work will not be delivered within the priority time. When an agent understands the priority of the ticket then he acts accordingly. It is important to know that high-priority tickets need to be resolved as quickly as possible otherwise projects can suffer. At the same time, it is important to categorize tickets, as well as agents, who can resolve tickets according to their area of expertise. That is why it is important to categorize tickets. It is also helpful in resolving tickets more quickly.
5. Alerts and Notifications
Alerts and notifications are one of the major benefits of this software. Whenever any new ticket or activity is raised by team/admin the system notifies the admin & team members. It means that the helpdesk team does not have to check manually. Similarly, whenever a ticket is assigned to a specific member or team then they can receive notification. Furthermore, when no actions are taken on individual tickets then the system notifies the team member about the same.
