Helpdesk Software

Helpdesk Software

Customer service is a key and integral part of any business enterprise and a key element supporting this objective is the integration, deployment and utilization of help desk software.

The key elements of setting up a proper help desk support environment commences with planning a structured workflow process of assigned tasks, having trained personnel, managing problem tickets, knowing when and how tickets need to be escalated, maintaining communication with the end-user and overall implementation of the ticketing approval process.

Equally important is defining reasonable service level agreements and/or appropriate support levels with your clients, and having good business logic for ticket routing and assignment.

So the initial planning begins with knowledge and experience of the business information systems, methods, procedures and supporting communications infrastructure and digital systems within the ICT environment, associated with the end-users and their designated assets, because they are the source or origination of your IT tickets.

You also need to have quick access to details of user accounts, as well as your enterprise hardware and software equipment requiring that you will need to integrate your help desk solution within your business environment, and be able to import all your assets and ICT inventory into your help desk applications.

Once you have planned and organised your business environment workflow processes, the next steps are to simplify and automate your help desk tasks by simplifying the ticket creation process, assignment, routing, and escalation, with specific ticketing actions for predefined event conditions, alerting and notifying end users of ticket closure and management of breached Service Level Agreements.

Your customers need to know the status and progress of their help desk ticket at any given point in time, so communicating with your end users is crucial.

Ongoing and prompt communication contributes to improved customer satisfaction and involves keeping your customer updated on initial ticket acknowledgement, resource assignment, expected turnaround (in the case of SLAs), resolution and/or remedial steps, escalation, notification and/or query back and forth to the customer, final ticket resolution and closure.

Having a helpdesk support and/or a ticketing system, or a help desk system as it is otherwise known using service desk software such as Zendesk, Freshdesk and Kayako can serve as an effective tool or medium for easy information exchange between the customer, support staff and/or any other the end-users.

There are many issues your customers can resolve themselves when provided with the right self-service resources. So, having an easily searchable knowledge base to provide both your customers and technicians find quick resolutions to frequently encountered problems is crucial to customer care and service delivery.

Equally important is monitoring and analysing the performance of help desk staff over time. This will help you measure the team’s service levels and workload management and isolate critical issues requiring more support resources. Scheduled, ongoing performance reports will also help to provide additional insight.

Last, but not least, it is all about having satisfied end-users at the end of the day.

It is ultimately customer satisfaction that defines your business success and your help desk service. 

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