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This ability to integrate with other apps is another worthwhile capability.
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The ability to receive tickets via multiple channels, such as chat, email, SMS, and social media.Īnother near-essential feature is the ability to create a self-service portal, which adds value to both basic help desk scenarios: the internal IT help desk and the external, customer-facing product support help desk. This typically centers around a knowledge base that contains step-by-step instructions for solving everyday questions like "How do I reset my password?" or "How do I access the company VPN?" It might also be used as a central point for everyday tasks, such as accessing a download library or registering a new phone with the company's mobile device management (MDM) system.įor customer-facing support sites, help desk software offers features product registration, the ability to manually download software updates and product documentation, and back-end hooks to the customer relationship management (CRM) and marketing automation systems that automatically market related products and upsell opportunities to appropriate customers. The ability to share ticket data with other systems. The ability to modify and close the ticket, while maintaining a record of the closure. The ability to create, route, and track a trouble ticket. You're looking for four key capabilities: In fact, you'd do well to first concentrate on making sure a given solution fills your baseline needs in a help desk system. On the other hand, Jira Service Management and similar software provide additional security measures and identity management (primarily single sign-on or SSO) features, which may be key differentiators for larger companies.Īlthough modern help desk software features, such as AI, IVAs, and sophisticated chatbots, might sound flashy and even daunting to implement, they're hardly mandatory. This could be an essential feature for a company that deals with a large customer base, but not necessarily for one that just needs an internal IT service platform. For example, some help desk software, such as Freshdesk or Zendesk Support, includes social tie-ins that can turn questions and requests from social media websites into tickets. How a system manages these tickets is the primary differentiator between help desk solutions, so you should weigh this heavily in your purchasing decision. That includes a request or problem summary, the customer ID, the time reported, the channel used, and which service rep was assigned to work on it. At their core, help desk solutions typically revolve around "ticketing." No matter which channel your customer uses, any request gets put into a digital ticket format that contains all its associated information. Help desk software automates key functions to make a support staff more responsive and efficient.
But what kind do you need? Read on to learn what you must consider before you buy. Help desk software is vital to help streamline and automate these processes. Whatever its purpose, one of the essential ingredients of a successful help desk is a robust help desk software system. Pandemic precautions forced consumers to take their shopping online, and while some people are now cautiously returning to physical stores, others are content to keep buying from the comforts of their homes. Similarly, the COVID-19 pandemic caused a seismic shift in the retail industry.
For example, the trend toward hybrid work models means that in-person visits from IT are a thing of the past for many workers. That’s especially likely to be true in light of the changes that have taken place in the business landscape over the last few years. If you've recently needed assistance from your workplace or another company, chances are your first stop was an automated help desk. Since 1982, PCMag has tested and rated thousands of products to help you make better buying decisions. ( Read our editorial mission (Opens in a new window) & see how we test everything we review (Opens in a new window).)
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