Whether you are looking for help desk software for the first time or you are considering upgrading your existing system, choosing the right help desk software can be difficult.
It is particularly challenging because you will have a huge list of products to compare and each will have their respective list of features, pricing plans, and claims about easy integration and unmatched performance.
However, when choosing the right help desk software for your organization, there are basic features that you should be looking for regardless of how big your company is, your industry, and the complexity of your IT infrastructure.
Here is a guide on what to look for in help desk software:
Easy-to-Use Interface
Help desk software is meant to make things easier for you and your team and having an interface that is far too complicated to navigate defeats that purpose. You should be able to quickly track and address user-reported incidents while also offering a convenient experience with a modern preferably responsive interface.
When choosing help desk software, it is ideal to take advantage of free trials or demos so that you know exactly what the interface looks like and if it is as easy-to-use as claimed.
Customer Self-Service
Issues can occur at any given time of the day. And often when customers encounter these problems, they’re not likely to take into account if they’re contacting you on the weekend or if it is beyond office hours. The expectation is that someone should be available to address their needs 24/7.
Having a ticketing system that has self-service options means customers will have access to a variety of answers to their problems at any time of the day.
Quick Access to Statistics and Metrics
Help desk software should allow you to analyze and evaluate all reported incidents and how they were responded to and treated. By having access to statistics and customer feedback, both managers and IT technical support can assess their own performance as well as that of customer service staff.
Easy Integration, Quick Implementation, and Support
You’ll want to adopt the help desk software quickly. Implementation, testing, technician training should only take a few weeks. If the estimated time to go live is much too long due to the complexity of the configuration or training demands an extended amount of time, consider if the solution is not suited for your organization’s needs and if you need to re-evaluate.
Because keeping your up and running and always ready to respond to customer issues rapidly, downtime or bugs within the system can seriously hurt you and reduce system effectiveness. Make sure that the help desk software provider you choose involves a good level of support such as telephone or email support.
Entry Software recognizes how crucial it is to provide technical support to their users which is why they are available for calls during regular business hours but also provide email support option. Alternatively, users can log into the customer support portal where incidents can be placed or viewed anytime.
To request a demonstration of Entry Software’s TeamHeadquarters help desk software, click here.
