In business, we almost always seem to be chasing the next big thing. Maybe it’s because new is often equated with being better or superior, but sometimes it’s essential to look at what you have and how you can improve upon it. Just like with your health, a “check up” is necessary from time to time in the help desk industry to make sure everything is working as it should. This is especially true with a solution like help desk self-service, which according to Gartner is among the top 3 priorities businesses are working on to improve their customer’s help desk experience.
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 help desk software features you should look for when evaluating the different ticketing systems on the market today…
To increase business efficiency you want the best help desk ticketing system possible. Not only will a great help desk solution eliminate confusion and enable your team to better help customers, it can streamline your entire customer service department.In your search for the best help desk application for your business, look for the following 5 features that are a must-have for any business-to-business (B2B) customer support solution.
G2 Crowd just released their Top Help Desk Software lists and we're proud to be ranked #1 Help Desk Software among mid market users! We also received a top rating in the Small Business category with a 93% satisfaction score, and snagged the #6 spot for Enterprise Businesses.
As the importance of customer service gains popularity in the media and in businesses especially, more and more "help desks" are coming out of the woodwork. Of course along with those, are the so-called "top 10 (or top 20) best" lists for help desk software. The issue with many of these is that they lump anyone who calls themselves a help desk under one category - so you often see a hodge podge of internal IT, live chat, and even call center software. For the buyer looking for customer support software, to assist in their customer support efforts, it can be very confusing and even misleading. Add to this the fact that there are vast differences in the requirements of a company providing B2C support vs B2B support, and also between internal vs external help desk functions, and you've got a recipe for frustration.