There are now many features available in a help desk ticketing system and the evolution of these systems has been rapid over the past two decades. Originally introduced to replace spreadsheets and assist help desk professionals in solving customer issues, these systems are now the backbone of many help desk operations around the world. But what are some of the “must have” features that have emerged during this twenty-year span? Here are 12 features of a good help desk system you should look for when evaluating the different ticketing systems on the market today…
1) Ticket automation – This is an absolute must have for any help desk ticketing system, regardless of the industry. Automation can perform many tasks, from reminding you that a ticket response is needed to routing a ticket to a specific user, and so much more. It’s extremely powerful.
2) SLA (Service Level Agreement) status information – The first time an employee looks at a ticket, they attempt to gauge its urgency and prioritize among other tickets. With direct help desk SLA information right in the ticketing system, it’s easier to prioritize tickets and avoid SLA violations.
3) Ticket tags – These allow for easy organization of tickets and you can quickly spot popular or common issues. They can also be of great value directly within tickets by automatically recommending Knowledge Base articles depending on the tags assigned.
4) Customizable ticket templates – Not all tickets are the same. Choose a system where you can create several templates that can be loaded on command to make responding to tickets even easier. These templates can also be combined as needed if the ticket has multiple questions.
5) Individual ticket queues – Even now, so many companies are all working out of the same ticket queue. With individual queues, your employees can organize their tickets to be more efficient and can even look at the queues of their colleagues to see who needs help.
6) Customizable ticket status options – Life isn’t “open and closed” and neither is ticketing. Make sure you have a system with many status options that you can customize for your business. Emails can also be triggered to send to customers automatically when a status changes.
7) Public and private actions on tickets – Not all ticket conversations need to be seen by a customer. That also doesn’t mean they should happen internally over IM. Keep ticket conversations in the system with private actions until you’re ready for a public customer action.
8) Product and inventory association – Product and inventory management is a lifesaver for any company that deals with physical or virtual products. Instead of digging through external documents, it’s easy to track this information for each customer so it shows up directly on their ticket page.
9) Personalized ticket pages by customer – The more employees know about your customer, the better they will be at resolving their issues. Customized ticket pages can show information including how satisfied the customer is, how many tickets they have open, and much more.
10) Related Tickets – All help desk pros have been bombarded in the past with an increase of simple, repetitive requests and the long process of answering them all individually. With related tickets it’s easy to aggregate these requests and reply to them all at once to save time.
11) Ticket deflection – What if your employees spot a customer request that can be easily answered with a Knowledge Base article? Don’t make them go find the link, have built-in ticket deflection capabilities on ticket pages to grab the right link quickly.
12) Customizable ticket submission form – While not directly within a help desk ticketing system, choosing a system that allows for customized fields in customer-facing ticket forms is vital for capturing the information you need. This can drastically reduce the amount of basic follow-up questions and speed ticket resolution time.
In short, there are several must have features for help desks to have in their ticketing systems. Ranging from complex pre-configured automation rules to easy ticket page information grabs, there is no denying these systems can save both time and money.
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