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How Using Help Desk Tools Will Give You a Competitive Edge

July 11, 2017 by Mark Donais

Help Desk Tools Will Give You a Competitive Edge

A factor in beating the competition is improving your ability to service clients, quickly and with high levels of success with superb help desk tools.

If you’re using a help desk internally, then the supported team experiences better service. Professional helpdesk systems enable staff to get work done on schedule and on budget. And if you’re using the help desk for external support, you’ll have access to comprehensive metrics, and see ticket loads, to engage in a continual improvement process.

To break it down, we’ve listed the ways that help desk tools can help streamline workflows so that you are producing better results:

Centralized Location

Centralized issue-tracking systems promote quicker service and reduce duplication of effort; the system tells you who is working on what. Product and development teams have access to customer service issues and a clear picture of problems to be solved.  This improves software development and helps create better products.

Improve Workflow by Analyzing Trends

Because help desk software tracks metrics such as the average time it takes to resolve tickets, IT managers can analyze detailed reports and identify trends that can prompt them to make adjustments to the workflow and achieve maximum efficiency.

Categorization of Issues

Too often, IT techs get similar issues. Instead of wasting time and effort looking for solutions, they can search for similar resolved tickets in the same category. For example, help desk software should have a problem and incident management function which helps you manage large volumes of tickets relating to a common problem – saving you a lot of time.

Prioritize Issues

Help desk systems allow IT technicians to filter and prioritize issues and address business-critical problems quickly. Obviously, high-severity tickets like a failed server need to be addressed immediately while low-priority tickets like a broken keyboard can wait. A help desk system helps technicians sort tickets according to priority so that nothing falls through the cracks.

Customer Self-Service Portal

Suppose you want to maintain a tight line of communication between your clients and service staff. In that case, an integrated user portal provides a centralized place for customers to create tickets, view the status of their open issues, and close tickets once resolved. A portal reduces frustration on both ends as statuses are accessible, and unnecessary tickets are all but eliminated.

Performance Reports

To remain competitive, your company needs to be on top of things; especially the health of your systems and hardware. Because help desk tools can generate detailed reports, you’ll be able to recognize if your system or hardware is experiencing issues continually. This provides you with the opportunity to take preventive measures.

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TeamHeadquarters, help desk and project management software provide your IT services team with a secure, role-managed ticketing system that includes an easy-to-use, responsive interface. Your team and customers benefit from limitless ticketing, problem management, file management, and integrated scheduling and time tracking.

Filed Under: Help Desk, Help Desk Software Tagged With: helpdesk software

Helpdesk and Project Management Software and “The Blur”

June 12, 2017 by Mark Donais

IT resources often do a blend of project, support, operational and informal work. At Entry Software, we have determined that informal work creates “The Blur”.

The Blur is made up of informal work that is not centrally managed or tracked. As a result, capacity for projects, support, and operational work is altered in an un-measurable and unpredictable way. [Read more…] about Helpdesk and Project Management Software and “The Blur”

Filed Under: Help Desk and Project Management Software Tagged With: helpdesk software, project management software

Choosing Help Desk Software for Your Small Business

June 12, 2017 by Mark Donais


Whatever size your business is, you need to be quick to resolve your customer and employee issues. And help desk software will help you achieve this effectively and consistently.

[Read more…] about Choosing Help Desk Software for Your Small Business

Filed Under: Help Desk Software, Small Business Tagged With: helpdesk software

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Entry Software Corporation

Founded in 1998, Entry Software Corporation has been leading the industry with service desk and project management software for manufacturing, transportation, healthcare, municipalities, service organizations, and education.

Entry Software Corporation © 1998 to 2022

 

Entry Software Corporation © 1998 to 2023