In an earlier blog, we said we couldn’t stop at just 5 tips for choosing the right help desk solution. Here’s a quick recap of what to look for:
- Easy-to-use help desk software with ticketing automation to reduce manual efforts to simplify ticketing management
- Simple & intuitive Web-based interface for both technicians & end-users
- Automatic conversion of email service requests to help desk tickets
- Built-in Knowledge Base to provide self-resolution options to your users
- Robust performance reporting to monitor technician performance & overall help desk management
Beyond these 5 features and functions, you also need to check for compatibility and security customizations based on your specific use.
- Database: Your help desk software must be database-driven so that you stay in control of your data for management, back-up, and export purposes. Check if the help desk application and back-end database are required to run on the same server or OS, so you have the option to mix and match platforms that best suit your needs. This is possible in an on-premise help desk software. But, in a SaaS-based help desk model, you don’t own your data and lose this edge as the database is controlled by the cloud vendor.
- Security: A safe, secure, and encrypted help desk is essential. Because passwords and log-in credentials are often shared via help desk tickets, having your help desk software secure this type of sensitive data is recommended for organizations of any size.
- Operating System: Look for help desk software that can deploy in multiple operating systems, such as Windows®, Mac OS X®, and Linux® environments, so you can support every end-user.
- Data Import: You have many sources and types of data that feed into your help desk—customer details, asset and inventory information, FAQs, purchase orders etc. Make sure your help desk software accommodates all of these with simple data import options such as .xls, .csv, and .tsv files.
- Customization for Different Languages: If your help desk supports end-users in foreign countries, you need to be equipped with help desk software that accommodates those users with support for multiple languages and the ability to customize fields and labels in service request forms.
- Customer Surveys & Feedback: Ultimately, IT help desks provide customer service. The ability to get feedback from your end-users will give you the opportunity to identify areas lacking in performance, as well as those that have room for improvement. Make sure your help desk solution has the functionality to build surveys and distribute questionnaires to collect feedback from your customers.
- Affordability: You don’t have to invest in expensive help desk software to get excellent quality and a solid ROI. Avoid software that comes with a slew of add-ons that raise the base price and unnecessarily complicate the essential ticketing management functions. Free tools, on the contrary, may lack the automation, reporting, and support capabilities your help desk needs.
Choose help desk software that’s affordable, easy-to-use, and puts you in control with simplicity and automation.
You are the decision-maker responsible for making the best selection to justify your help desk investment, so always remember to evaluate the product to its fullest functionality before purchasing it.
SolarWinds Help Desk Survey
Take this short survey and let us know what your help desk challenges are and what you look for in an ideal help desk solution. Completing the survey will enter you in a drawing* to win a $50 Amazon® gift card.
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