Help Desk Software is an empowering tool for any business that allows its customers as well as their internal staff to resolve any kind of issues or queries. The software handles the tickets from the moment of their receipt to the point of their final resolution. Apart from this, the software boasts of several support tools that help agents collaborate well and respond to the issues much more efficiently and effectively. Statistics suggest that around 60% of businesses that have installed these customer IT helpdesk support software have reported improved business standards, better customer satisfaction levels, and thereby more revenue. This customer service based software basically automates the customer engagement process by providing streamlined workflows management and business operations.

Listed below are some highly dynamic and effective features of the online help desk ticketing software for a small business which makes doing business simple and more productive. Check them out

Automated response system to ensure effective greater interaction.

Consistent high-performance levels when it comes to attending user queries

Automated and Cloud-based help desk ticketing Systems for an auto-scheduling system of customer/user queries.

Highly extensive database with better safety, security, and privacy standards for all customers.

Cross-platform synchronization for better implementation of the help desk software on various devices.

Efficient decentralized system and Inter-network streamlining of the available resources.

Reduced time complexity solutions for quicker and smarter performance levels.

Auto report generation and critical analysis of the product reviews.

Mobile intuitive helpdesk support for continuous monitoring of the IT help desk system even while on the go.

Highly effective and user-friendly interface for easy navigation solutions to both - the Administrator and the Customers.

An engaging visual representation for better insight into the customer's needs and requirements.

Customized functionality levels and notification systems

Highly reliable and secure solutions, with cloud support technology for better backup and storage options.

The help desk software has seen a major evolution over a decade or two and has emerged with some outstandingly obligatory features such as:

Ticket Automation

Ticket automation is a primary feature and an absolute necessity for any help desk software. From automatic ticket dispatch, creating SLAs (Service Level Agreements), to routing a ticket to the specific user, there are numerous functions that can be performed with this one.

Providing SLA information

An important task for any employee of an organization is to gauge the importance or the priority of the ticket. This is made easy by the SLA status information feature of the help desk software. One cannot just prioritize the tickets but also easily avoid SLA violations.

Management of Problems

It helps to analyze, classify, and solve issues. This helps to eliminate repeated issues and problems thus boosting the productivity of help desk software.

Management of Product and Inventory

For a company that deals in products and inventory, the feature of product and inventory management is a lifesaver aid! One can use the ticket page to gather all the information of a customer rather than looking for it in the physical documents.

Dashboard

The dashboard feature of the software helps the agents to figure out important facts and figures such as urgent tickets, pending tickets, new tickets, and incoming calls. The supervisors can analyze data such as the total number of issues resolved over a specific period, the resolution rate and the performance of the agents’ altogether, all thanks to the dashboards!

Social Media Integration

Among the most advanced features of the software, social media integration helps to maintain a close watch on the different social platforms and learn about the customer’s views about the company through their comments there.

An online customer support software of such kind proves to be a sure-shot winner when it comes to ensuring the utmost customer satisfaction in any business organization. Listed below are some of the advantages of installing the best IT help desk support ticket system in your business organization.

1. Improved Security and Automated Operations

The main advantage of installing online helpdesk ticketing systems is its ability to perform automated operations in any business organization. Also, the ability of an IT help desk ticketing software for small businesses to perform all those operations with the utmost security and in a streamlined as ticketing monetizes the process as well will help you gain higher customer satisfaction and customer retention. This enhances the business efficacy levels on the whole.

2. Quicker Solutions

No customer likes his/her ticket unattended. The implementation of this particular IT ticketing system in your business will help you improve the query handling of the given customer with respect to its ticket generated, thus providing for faster processing of his/her requests. This will, in turn, ensure greater customer satisfaction levels, achieved due to faster response strategies of the help desk software.

3. Simplified Workflow

An IT help desk system primarily deals with the customer in a highly organized manner, such as through ticket generation, notification delivery regarding the particular process, and so on. In other words, this kind of customer support software in SMBs helps to simplify the workflow in an organization up to an extent ensuring complete transparency. This creates a positive image of your business organization in the minds of the customers.

4. Query Databasing And Critical Analysis

Best IT help desk support ticket systems also generate weekly reports of market trends, customer demands, and business requirements. This will help an organization to focus more on the development of quality products and services, by identifying and eliminating the potential glitches. This will result in high popularity level of your business among your customers.

5. Better Customer Support System

Cross-platform synchronization and availability of the customer support ensure that a greater number of users can access the IT help desk portal of your business organization. This will create quite a positive impact on the customers, providing for improved reach and a better growth strategy for your business.

6. Reduced Paperwork

Digitization of information by a service desk management software will drastically reduce the paperwork in your organization and this will result in better pro-environment strategies. Moreover, the software will maximize the optimum use of available resources in your business.

7. Saves Time

Implementation of automated customer support will incorporate substantial automation into your business, thus providing quick and accurate solutions. An online help desk software will help in creating a better scope for improved productivity and revenue for your business.

8. Quick customer service

Many times it will happen that your customers don't feel like connecting via call or email. In IT helpdesk support software, a customer can generate tickets for their queries. As a support, you can push the matter forward and solve customer queries.

9. A Strong Knowledge Base

Help desk software lets you create a knowledge base of your product or services which will be highly beneficial for the customers as well as new employees. They can go through the knowledge base for some frequently asked questions and solve their doubts.

10. Better Customer Support

IT Helpdesk support software can prioritize the generated tickets based on the urgency, so you can justify the customers well. It can also prioritize and distribute tickets according to various departments. Customer problems can be efficiently solved with this approach.

Helpdesk software is a name with which every organization must be familiar. This is their only dependable tool that will help their customer support team to resolve customer issues and attain supreme customer satisfaction. Driven by robust technology advancement and a high-end configuration, it automates the resolution workflow, brings all the essential information at a central place, and keeps everyone in flow with the constant communication network.

As per the recent statics, the organizations which use the technical support to track the issue resolve workflow have reduced their resolution time by around 16%. It is a great number when it comes to customer satisfaction. Seeing its deep-rooted and result-yielding support, we can easily say that it is the backbone of every organization which involves customers directly.

In general, typical helpdesk software works as per the below-mentioned workflow.

The workflow of a helpdesk software starts with sending the email to the software via the web-based help desk ticketing software. The message goes directly to the mailbox of the help desk support software where it gets generated as a ticket. Upon receiving the message, the best IT help desk software sends the generated ticket to the respective department based on the user’s service selection. The help desk ticketing software notifies the customer service team of the organization about the ticket via email, SMS, push notification, or by any other means. The respective agent will receive the ticket and start working over the resolution. With the help of help desk support software, the customer care agent will communicate with the respective customer by using the ticket details. He/she with the post the replies to the customer related to the queries and can easily send any sort of documents needed for the resolution framework. The help desk support software also helps the agent to keep the senior authority of the organization into the loop. Once the resolution framework is complete and the issue of the customer/user is resolved, the respective agent will close the ticket and will feed the details of the ticket in the database of your help desk support software.

With this simple yet productive workflow, the best IT help desk software helps any organization to take immediate action any customer dissatisfaction and improve its service.

The software market is today inundated with various variants of IT help desk software – they are classified into different categories based on their deployment, target corporate users, and source code accessibility. Here is five main types of help desk ticketing software:

1. Web Help Desk Software

This favorite type of software is hosted on the software vendor’s server and is also known as cloud-hosted or Software as a service (SaaS). Corporate users can access and avail the help desk features through the vendor’s website, mobile application, or locally installed desktop system. All essential data such as customer queries, ticketing requests, customer information, and service analytics are stored on the vendor’s server and can be accessed by authorized users.

2. Enterprise Help Desk Software

This is a complex application platform that has a series of useful modules such as service request fulfillment, IT asset management, survey management, billing, and account management. Enterprise help desk management software does not remain limited at solving customer queries, and rather it goes one step beyond by improving inter-departmental communication and job engagement. The best aspect of enterprise software is that it leverages real-time data to integrate with CRM software applications, thus enhancing productivity and decreasing service costs.

3. On-Premise Software

Here a company purchases a licensed software and runs it on its internal server by controlling the system. It generally has a one-time installation fee, and the company ensures periodic system maintenance and data backup. The significant advantage about this is that there are complete ownership and control by the organization; hence there is no breach of data privacy

4. Open-Source Help Desk Software

Many organizations opt for open source IT help desk ticketing solutions as they allow users to access its source code and they do not have to pay a license or setup fee. Open-source software is very flexible as it allows system users to add new features, fix bugs, and even modify processes to suit the business model. It is the ideal choice for companies with skilled IT experts who can execute changes in the open-source software to make it suitable for long term use.

5. Cloud-Based Help Desk Software

This is the most popular type of help desk solution in current times and allows complete accessibility to customer ticketing information to team members. Cloud-based help desk platforms are hosted on remote servers that give business firms the capability to handle heavy traffic loads. The biggest advantage in cloud-based help desk ticketing solutions is that they keep a complete backup of data that can easily be retrieved, hence there is no fear of any loss of information that can hamper profitability.

Here are the top reasons why every organization should buy help desk software open source can be explained as:

1. Easy Sorting

With the filters and search features of help desk support software, you can easily sort the tickets and distribute them to the respective departments easily.

2. Around The Clock Assistance

Your customers can contact you at any time. The best organization is that which relies on their queries and issues as soon as they have a raise. Only choose that application from the help desk ticketing software list, which helps you to stay connected with your customers around the clock.

3. Helps You To Find Out The Loophole

As IT help desk software segregates the tickets as per the categories, it will help you to recognize which department of your organization is not performing as it should be. You can also recognize the main issue as well and work upon its improvement.

4. The Automation

A web help desk will automate the mundane tasks like receiving calls, sorting the queries, and generating the feedback forms and will reduce the efforts and increase the work efficiency.

5. The Database Generation

Every organization needs the database of customers’ queries and resolution framework for future reference. While bookkeeping of all these details is next to impossible, the cloud-based integration of a help desk system does it effortlessly.

Though the need for helpdesk software for any organization is prevalent, buying just any other helpdesk software open source will not suffice the purpose impressively. You need to consider a few factors before buying help desk software for small business for your organization.

1. The Compatibility Of Various Tools And Features

As a help desk system comes with various tools and features; you should make sure that all these tools are features that are compatible with your line of business.

For example, you are an MNC that works on a global level, it is better to own cloud-based help desk management software that will allow your team to access the data-based irrespective of the location. On the same note, if you are an organization that deals directly with the consumers then it is essential that your ticketing feature of help desk ticketing software should have easy and wide filtering and searching options to find out the tickets easily.

2. The Customization Factor

Customization is one of the most important factors, every help desk software system. Your customers’ needs and issues can be changed at any time. Henceforth, it is essential that your web help desk should be capable enough to get accustomed accordingly.

3. Easy Accessibility

IT help desk software that comes with mobile support has proven more efficient as it helps agents to take immediate remedial action and communicate within the team. This one feature is something that can’t be overlooked while choosing one option from our help desk ticketing software list for your organization.

4. The Cost-Factor

The help desk system comes in various forms and price tag. It is not necessary that help desk management software for small businesses will meet your budget. Choose the one which offers maximum assistance at an affordable cost.

5. Check The Collaboration Capability Of The IT Help Desk Software

When you are resolving your customers’ issues, you need to take the assistance of various other departments as well. it is very necessary to check whether your help desk management software is capable to collaborate with all the service departments of your organization or not. In general, a help desk system should collaborate on the following three levels.

Amongst the agents.

Between the various departments to get the exact information.

Between agent the customer.

If your web help desk is doing the collaboration at all these levels then it is the best one.

6. Easy Access

You will not be able to provide timely solutions to the customers if the agents don’t have easy access to the database.

In light of the growing focus on customer relationship management, it is essential for business firms to research the market and get the best help desk software for their organization. A recent study has revealed that the benefits of getting help desk management software far outweigh its costs as the ticket resolution times increase by a massive 95% and it leads to first contact resolution for over 94% of all customer issues.

The evolution of technology has led to a vast change in help desk solutions software, and there are many current market trends that organizations need to remain aware of. Here are some buzzing market trends that are related to helping desk ticketing software:

1. Self-Service

Automation is the keyword in modern help desk software, and it aims to eliminate human contact or interference in ticketing as much as possible. Customers are now able to chat with bots that understand their problems and redirect them to the concerned department for a quick resolution. These chatbots are based on artificial intelligence and keywords and enable clients to serve themselves effectively which is a great time, money, and energy saver for organizations.

2. Machine Learning

If your organization is investing in the best help desk software, there is a good chance that it will be powered by machine learning. This enables machine systems that are fuelled by artificial intelligence to think automatically and make accurate decisions to resolve queries at a faster pace. Machine learning technology has advanced at a rapid pace, and most help desk management software tools are cognitively automated which ensure the quick identification, monitoring, and resolution of customer tickets.

3. Cloud Computing

Software as a service(Saas) or cloud computing has come up in a big way – easy deployment, continuous access to data, and strong security are some major advantages that are promised by cloud-based help desk software tools. Cloud-based help desk solutions software has a series of benefits over on-premise software packages as they are more economical, have better security features, and have no hardware or maintenance issues. Most firms have now migrated to cloud-based IT help desk software and it has become an industry-standard – a must-have in the current corporate scenario.

4. Personalized Ticketing

There has been a massive advent in consumer-centric business practices, and modern help desk solutions software are providing customers with customized support across multiple channels. The best help desk management software systems in the market aim at leveraging technologies such as gamification and social media content curation to provide a personalized self-service experience to customers. Customer agents are empowered with artificial intelligence to get a complete insight into client demands and provide them custom tailor-made service that enhances satisfaction rates.

5. Big Data

Big data is the latest trend where help desk software systems can capture large amounts of data to make better important managerial decisions. Big data helps organizations gain better business opportunities by connecting and retaining long term clients by creating a vast knowledge base of vital company information. IT help desk software now enables for rapid analysis of data, prepares reports, and utilizes the power of big data to make smarter strategic decisions.

Difference between Help Desk and Service Desk

Help Desk Service Desk The main task of the help desk is to resolve end-users' technical issues quickly The service desk acts as a single point of contact between the users and service providers. The help desk can be separate or a part of larger service desk operation The service desk has a help desk as one of its components The help desk provides ticket management and tracking for IT along with some self-service options for end-users Service desk functions the best when a service catalog is established and offered to users Help desk often has limited integration with IT management processes The service desk can be integrated with other IT management processes Help desks are ideal for small companies Service desks are suitable for larger firms

The Bottom Line

When it comes to IT help desk management software, it is highly crucial that you buy and install only the right software so that better business standards can be established for your business. With the latest technological innovations combined with customized support solutions, these Online CRM Softwares have the potential to revolutionize the way your customers engage with business organizations. If utilized in a proper way, the IT help desk ticketing software for small businesses can not only improve customer satisfaction but also can enhance the financial standards of your business organization. Thus, it can be rightly said that in this day and age, the use of an IT helpdesk support software is a must if you want your business to grow by leaps and bounds!

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