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 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.
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.
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.
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.