A help desk, is a single point of contact for a company’s internal and external issues, providing consolidated information and support management services. By automating the complaint resolution process with the ticket management system, a helpdesk software solution allows businesses to address customer complaints faster and more efficiently.
What Types of Help desks?
It refers to cloud-hosted or software-as-a-service (SaaS) solutions in which a firm can rent a subscription-based solution, saving money and simplifying scaling.
When a firm owns and hosts the system, has total control over it, and is completely responsible for its upkeep and operation.
Helpdesk for Businesses
Enterprise helpdesk goes beyond basic helpdesk functions to incorporate tools that improve overall company productivity in addition to handling customer issues at quicker resolution rates.
A helpdesk that is open source
The creators of an open-source helpdesk do not require user licenses or permits to view the source codes. This decreases the number of dependencies and makes it easier to change and improve.
How to choose the best helpdesk
It might be difficult to decide which of the hundreds of helpdesk systems would best fit your needs. Making a list of must-have and nice-to-have qualities is beneficial.
Remember the problem you’re attempting to solve or the objective you want to achieve. Here are some suggestions to think about while you search for the finest helpdesk software.
Help Desk Cost
You’ll have a budget set aside for deploying a new tool, regardless of the size or type of your organization. When selecting a helpdesk solution, think about the expenses both now and in the future. For example, while $50 per month per agent seems reasonable when you just have two people, would the cost be the same if you had a 20-member team.
What are the Main Features
Make a list of the features that are a must-have and a nice-to-have. If one of your must-have features isn’t precisely what you’re looking for in a help desk, it’s best to move on to another product.
Your not-so-important, nice-to-have feature bucket doesn’t have to be a deal-breaker; rather, it should be a strong complement to your core criterion for selecting a support desk.
How easy is it to use?
Your agency roster may change frequently. New members of the team must rapidly learn their way around the IT help desk and begin assisting clients. Rather than irritate your agents with a complicated user interface, the product must be as straightforward as feasible.
A mobile help desk software is a nice perk for your agents who wish to aid clients on the move. Most help desks provide free trials for a few days or a limited number of customers. Make sure to use the whole trial time and have anybody who might use the help desk regularly test out the software to see how easy it is to use.
What kind of help is given to your team?
As someone who works in support, you understand how critical it is to have good help and to be able to contact someone when you need it. Examine the assistance alternatives available before signing up for a new help desk.
For instance, do they simply provide email support? Do they offer different levels of assistance for different types of customers? What avenues do they assist through? What kind of support documents and tutorials do they have?
Sending a ticket to their help desk and evaluating the spread and quality of their customer assistance is an excellent approach to assess this.