We’ve recently surveyed the IT community to get an understanding of their help desk software needs. Over 180 help desk professionals participated in the survey and provided insights on help desk software requirements and challenges. Below are some of the key results of the survey.

 

How well does your help desk solution manage ticketing functions?

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Around 50% of the respondents feel that their help desk software does not facilitate efficient change/approval management and simple, flexible workflow.

 

 

 

 

How many help desk tickets do you process daily?

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Over 30% of the help desk professionals work on more than 10 tickets each day.

 

 

 

 

Time spent on managing and tracking tickets

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Over 48% of the respondents spend more than 1 hour just managing and tracking tickets.

 

 

 

 

What are the key help desk functions in organizations?

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Knowledge base management, automation, SLA management, and performance dashboard management top the help desk requirements in organizations. In addition to these key functions, what if the help desk software could integrate with your network management software to trigger tickets automatically during node failures?

 

Help desk ticketing can be much simpler, streamlined, and efficient when you find a solution that incorporates each of these critical areas. What’s the bottom line?

Communication. Automation. Integration.

 

A full SlideShare presentation is posted below.

It contains the complete survey findings, practical implications, and our recommendations.