Top Features Every Help-Desk Ticketing System Must Possess
No matter the situation or circumstances that may have led you to consider help desk solutions, it is critical to remember that they are not merely an enhanced emailing system. No, it is so much more than that. A help desk solution is fundamentally a resource that works in the background to take care of the business’ incoming support tickets and that too not only for just one email id but all of them. Sure, these systems started as fundamental tools, but thanks to the evolution of technology, we have come to the point where such help desk solutions serve to provide more human responses when engaged in customer support conversations.
However, is that the sole purpose of a robust help desk solution? Not! A durable tool will also lend the business assistance with a variety of other aspects of operations. The answer will help with efficacy, highlight incoming interactions based on importance, automation, and analysis among so many other things. So, now that help desk systems come equipped with far too many features and functionalities, how do you decide which one should you pick? There’s a simple solution: No matter your business’ requirements, there are certain features no organization’s help desk ticketing system must lack. To save you some trouble, we compiled a list of some such characteristics.
1. Automated system: Today, automation isn’t a luxury — it is a necessity, for it enables employees to focus more on delivering personalized customer service by freeing them up from the responsibility go mundane and repetitive chores. On the list of things to be automated, be sure to include workflows that will channel incoming messages to the appropriate teams, prioritize support requests, and more. Also consider automating sending updates to collection of users categorized according to things like interests and more.
2. Collaboration: Help desk ticketing solutions aren’t merely an interaction between two parties; it is, as a matter of fact, a collaborative process that comes across as more natural to the user requesting support. So, the tool must be able to ensure that support tickets aren’t lost to queues and also comes loaded with features that will help your support staff bring relevant colleagues into the conversation, lest the need arise.
3. Absolute security: A help desk ticketing system ends up being a database that stores a wealth of users’ private and sensitive information. Add to that the fact that many people across the organization will have access to this data and you see why the highest level of security is an absolute must for such a tool. So, be sure to find a system that makes use of two-factor authentication and allows you to limit access to such data via role-based permissions among other things.
You are implementing a tool such as this one is a massive undertaking — one that demands careful consideration of every minute detail and factor that stands to affect your business. However, this effort will help make sure that you choose only a robust tool, such as SharePoint help desk ticket system, for your business. It, in turn, will set up both the company and your employees for success like never before.
