Are You Turning Your Challenges into Successes? Helpdesk System Comparison Can Help You Pop the Question

There are several kinds of help your customers and team members can request, and lots of different kinds of helpdesk solutions. A helpdesk system comparison may lead you to some big decisions about suite-based products that help maximize every customer experience.

Look for More than Just a Helpdesk as You Examine a Helpdesk System Comparison

A helpdesk system comparison means you can sift through several applications that give your service desk personnel and your IT team the solutions needed for automating tasks, planning for tomorrow and making the best of workflow. The pieces should flow together well and allow the day-to-day tasks to be expertly managed, while you turn your attention to areas like market trends and growth.

Core Services To Explore as You Review Your Helpdesk System Comparison

A couple of baseline features will probably stand out in your helpdesk system comparison, such as the categories of knowledge management and issue tracking. You may be able to purchase tools for these as add-ons or woven into suites of helpdesk services.

Another name for issue tracking software is trouble ticket software, which is the nuts and bolts of how you’ll manage incoming calls or requests for customer service. These can come from your team or your clients, but as you perform your helpdesk system comparison, look for a vendor that incorporates a strong element of customer-service into either type of request.

Know What’s Right, and What’s Wrong

Issue tracking software should be fairly simple in its functionality: a customer calls or emails the help desk, a job ticket or trouble ticket is created, and then that ticket is tracked by number and the work to bring a resolution is recorded. Look for a vendor in your helpdesk system comparison that sends auto messages letting the user know you’re working on the problem, and also lets you analyze and report on what went right, and what may have gone wrong, in the process.

Knowledge Base Woven with Ticket Processes

The details of each trouble ticket or job ticket become the foundation for your knowledge management processes. In many cases, you can purchase software that neatly weaves issue tracking functions with knowledge management tools. The end result keeps you from working through the same challenge repeatedly, and instead allows you to repeat your successes at solving issues.

Intuition is the Result

The way the issue tracking and knowledge base interface together should be streamlined and result in an intuitive sense of working with your customers. Information from a trouble ticket flows into the knowledge base automatically. This is where you should ask in your helpdesk system comparison about the kinds of interfacing and search capabilities you’ll get with your knowledge base feature. It must be easily searchable and provide a comfortable environment for your team to maximize the knowledge resources.

Further in Your Helpdesk System Comparison, Add These to the Mix …

As you further your helpdesk system comparison, keep the big picture in mind. The suite-based vendors should provide end-to-end management, incorporating tasks like asset management, software deployment, comprehensive status monitoring tools, and the ability to send out real-time warnings of potential problems as they help maximize workflow. Other features that can stand out include around-the-clock customer service via Web channels and the ability to track and support requests whether they come from email, phone or live chat.

Find a System that Really is a System

The purpose of a system for your helpdesk solution should include providing you with system-level improvements to your business. This includes helping you understand and act according to trends in your product lifecycle, such as recurring problems and common user questions. Expect to get the kind of data on customer use of your products that helps you know when it’s time for change. This can also refer to your equipment used by your team.

Solid helpdesk software will help you analyze where equipment-level problems or delays are happening by using IT ticket data, so that you can implement new equipment or new training programs to boost efficiency.  This is where the big question is answered – the one about whether or not your challenges become opportunities for new success and growth.