Help Desk Software in 2021

1. Help Desk Software in 2021 11 Must Have Features Your Help Desk Software Should Have in 2021

2. Help Desk Software in 2021 • We are well into a new year, it’s been almost 9 months since remote work happened. • Time to rethink the tools at your organization. • Is your help desk software doing everything you want it to do? • So let’s take a look at 11 features that is needed in a Help Desk Software.

3. Interactive Dashboard • A user friendly interface is an important part of any solutions. • The system your using can have a ton of bells and whistles, but if it isn't easy to use then what is the point? • Any solution you use needs to have an intuitive and interactive dashboard. Your team should be able to log into the platform access information easily and swiftly. • Otherwise it is a waste of time for the users.

4. Automatic Ticket Generation • Well, we all know the cons of following a manual process. • Humans tend to make mistake, it is a well known truth. • Software’s that offer automatic ticket generation is the future. • Be on the lookout for a Help Desk solution that builds tickets from service requests. That way, your team doesn't have to sift through their inbox and can instead jump into dealing with the ticket. • With error free and fast ticket generation you can make sure that you are actioning on all the tickets that are coming in.

5. Automatic Notifications • Notifications are as important as Ticket creation. • If a new ticket comes in and the team is unaware about it, it will just lie there without any action taken on it. • Notification about tickets make the team action fast on tickets that come in. • Choose a Help Desk software that notifies your team whenever a ticket comes in.

6. Merge Tickets • A request tracking system might often have to address same issues multiple times. • That's why you need to look for a Help Desk software that allows you to merge and group tickets. • By being able to do this, you can track and group multiple occurrences of something happening. As time goes on your team can work to determine if this is an issue with your product or if it's a client side issue. • This is a feature that will allow you to build and better your customer experience.

7. Email Integration • When it comes to resolving issues, your team needs to respond to customers as quickly as possible. • Be on the lookout for a Help Desk software that integrates your team's email. With this, your support team can begin responding to support requests from within the ticket. • This can help you save time and cause your customers to be more satisfied with your company.

8. Storage & Notes • You never know when a situation will come up that requires looking back over a ticket. • Being able to look back over notes from a ticket can be a big help. • A Help Desk software that allows you to create and store notes in tickets allows you to do that. • Other support team members can reference these notes later if they run into a similar problem. • This is a great way to for your team to share knowledge and hold each other accountable.

9. Manage Tasks • All of your customer support team members need to know what they should be doing and when it needs to be done. • Your team should be decisive and on the ball about resolving tickets. • A Help Desk system with task management makes it so you can assign and sort tickets to users based on their position and role. • They can just go into their inbox and jump into the assigned task - saving time and allowing them to resolve tickets faster.

10. Ticket History • Mistakes happen, and when they do you need to be able to understand what happened and take steps to prevent it in the future. • You need to be on the lookout for a Help Desk system that allows you to track ticket history. • This way, you can see all of the changes that have been made to a ticket. If something went wrong, you can see what exactly happened and who did it. • This allows you to both resolve the issue and know who to talk to in order to prevent it from happening again.

11. Asset Management • When helping a customer with a product, it's important to know exactly what product they're talking about. • You should be on the lookout for a Help Desk system with asset management integration. This allows you to attach what product a customer needs help with to the ticket. • It tells you all about it including what it is, what category it is, when it was purchased, and when the warranty expires. • This gives your support team more information and allows them to be more thorough in how they resolve customer requests.

12. Reporting • You should constantly be gathering information on your support team's performance. Otherwise, how can you see if there are any problems or help them improve? • You need to be on the lookout for a Help Desk software that allows you to generate reports. This way you can track things like the volume of incoming tickets, number of resolutions, resolution time, what tickets are being resolved, and more. • Everyone knows you need all of the data you can get to make informed decisions - something that definitely applies to customer service.

13. Safe Storage • Data security should always be on your mind. If your customers don't feel like their data is safe with you, they'll go to someone else. • You should be on the lookout for a Help Desk software with secure storage. You'll be able to assure your customers that their data is safe with you. • It should be your utmost priority to find a tool that stores data safely. That way, they'll know they can trust you and continue to work with you in 2021.

14. Conclusion • Your customer support is a vital aspect of your company's image and reputation.  • If your support is sub-par, people aren't going to want to work with you.  • That's why you should think about adopting a new Help Desk system in 2021.  • Keep in mind the said features when choosing a solution.