Five Key Features of Help Desk Solutions

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Software solutions created to manage corporate help desks have many powerful features that make their value proposition very attractive to businesses of all types and sizes. This article explores the key features of the most popular help desk solutions to help you make the right decision for your company.

One of the key features to focus on with any help desk solution is its ease of installation. The leading solutions are mature products that install quickly and with minimal technical resources required. The best-in-class applications are highly configurable so that companies can customize functionality to meet their needs. The solutions also typically allow users to set-up the solutions database and administrator account during installation so that management can control access privileges to service tickets and administrative functions.

Fully-automated help desk software allows users to resolve issues and receive answers to their questions without assistance from help desk personnel. Other solutions can deliver automated or human-assisted help. An easy-to-use customer panel can be accessed by any customer through a web browser to view the status of a submitted request and the technician assigned. In most systems, a ticket can be opened with a single click of the mouse after the user logs into the application. Help desk staff can optimize the system with a knowledge based plug-in that integrates the user panel with the solutions database to enable customers to find the source of problems without a help desk analyst having to intervene. Studies have shown that customers appreciate access to the tools to solve the problem quickly on their own.

An often overlooked feature – multilingual support – is a powerful capability for multinational companies that allow part of the company’s workforce to operate from countries in which English is generally not spoken. If the company intends to compete on a global basis, it’s very likely that English will not be the first language for many of its customers. Having a help desk solution that quickly and easily translates the ticket into several different languages is one of the most powerful and useful features those companies will want.

A forth key feature to look for in potential help desk solutions is a flexible and intuitive service ticket management system. Such a system will categorize each ticket by current status, such as new, pending, open, or closed, and will archive closed tickets in the knowledge database for later retrieval by ad-hoc reports. An effective help desk ticketing system allows for search and retrieval by a number of different key fields, including status, resource assigned, group assigned, and individual(s) opening a ticket.

The final feature we believe any company considering a help desk solution should investigate is the software’s system security. The company should be able to securely administer the application, including the restriction of system access by privilege level. Senior managers should be able set privilege levels that restrict access to certain information. The lowest level support staff will have basic access to the system, but would not be able to access information that does not assist their execution of assigned tasks. Also, the software should allow the actions of all employees to be monitored by the system administrator, and it should notify the responsible manager of any changes to a ticket, such as reassignments, closings, and openings, involving their personnel.

By choosing a help desk solution that has these key features, a company can expect an easy implementation, personalized functionality, minimal training, and a rapid return on investment. Make sure the help desk solution your company chooses has these key features to ensure a more productive employees and satisfied customers.

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