One of the most basic yet overlooked functions of help desk software is the ability to receive the problem from the affected user, register it, and relay the issue to help desk staff. Sounds simple, doesn’t it? More often than not, it is this ‘communication’ requirement of help desk software that creates the disconnection between logging the initial problem request and tracking the resulting ticket to closure.
So, let’s take a look at the key aspects of communication that matter most for successful help desks.
Top 5 Requirements
1. Email to Ticket Conversion
A user’s ability to create a problem ticket just by sending an email saves him/her from having to log on to the help desk console, selecting the request category, typing the problem statement, and then submitting it. Help desk software must support critical email protocols such as IMAP, POP and Exchange to allow conversion of incoming emails into service desk tickets.
2. Two-Way Email Correspondence
Any form of communication is effective and complete only if it’s bidirectional. Two-way email communication lets help desk professionals keep the end-user up-to-date on ticket developments at all times. Whenever a technician adds notes, changes status, or reassigns a ticket to different help desk personnel, all of these changes should be automatically communicated to the end-user via bidirectional email correspondence.
3. SMS Alerts
Generally, help desk tickets and associated SLAs are defined by ranked priorities. At times, tickets that are labeled as lower priority can get pushed down to the bottom of the stack, which when left unattended, can be unintentionally overlooked in a busy help desk environment. This creates two problems: (1) an understandably irate end-user, and (2) a big pile of unresolved tickets. To prevent this pile-up, unassigned or incomplete tickets should be brought to the help desk’s attention via simple SMS alerting within the help desk software.
4. Email Ticket Management
Having an email ticketing system doesn’t do much good if it can’t keep SPAM and blocked senders at bay, or configured to automatically authenticate end-users and related content. These assurances can only be achieved if the help desk software allows you to manage and configure filters to allow ‘accepted’ domains while filtering emails based on senders, subject, and body content.
5. SolarWinds Web Help Desk
In an ideal help desk scenario, identifying the problem, reporting the issue, and getting it resolved would seem like straightforward requirements. However, you already know how difficult this process can become at times when rigid ticketing software is in use or if IT personnel are unfamiliar with more complicated help desk platforms.
SolarWinds Web Help Desk provides highly customizable, yet simplified email ticketing and management features. Web Help Desk not only facilitates the key communication requirements mentioned above, but also goes further by addressing escalations and providing customer satisfaction surveys so you’re always ahead of the game. At the end of the day, efficiency matters the most!
So, take a test drive today to see how Web Help Desk software makes managing email tickets a practical, efficient, and streamlined process.