Key Help Desk Software Features
May 27, 2009 | Help Desk Articles | 0 comments
Help Desk Software continues to evolve as new features continue to be offered on a frequent basis. This can be confusing for companies who are just starting their hunt for a new help desk solution. Here are some important features to look out for:
- Automated Issue Tracking and Assignment: Allows issues to be automatically re-routed and assigned to agents while also tracking the progress of the issue to ensure issues are resolved.
- Knowledgebase and FAQs: With a comprehensive database of information to easily solved issues, customers and employees benefit as self service allows issues to be resolved quicker, increasing customer service and decreasing employee workload.
- Change Management: Allows the issue to be changed or edited to correct any prior mistakes. Records also track any changes made to ensure clarity.
- Reports/Analytics: Track the performance of your help desk department with key statistics and reports. See how many issues are resolved and average issue resolution times to quickly identify problem spots within the organization.
- Web-Based Interfaces: Many help desk solutions are now offered through the web, enabling customers to log in and see the status of their issues or easily edit or add on to their issues.
Help Desk Solutions continue to get more complex as new features are always being introduced into the market. These features are common to many help desk solutions and can provide you a basic understanding of help desk solutions and what to look for when choosing a help desk solution.