Serving Your Customers: Important Features To Look For In A Help Desk System

If you are as yet unfamiliar with a help desk ticketing system, here’s how it works. Each time a customer requests help or has an issue with your products or services, a ticket is issued. It details the concern and how it was resolved, by whom and when. It also includes information on what else, if anything, needs to be done.

If your help desk is running optimally your ticketing system should permit registration of each individual event, allocation of a ticket, tracking of all changes to that ticket, submission of ticket status updates, and ticket closures. A system like SysAid’s helpdesk software can help with all of these.

Important Features to Look For in a Help Desk System

Some features are absolutely essential for a help desk system to run adequately. Here’s a rundown of the most valuable features.

  • Ticket automation: It really doesn’t matter which industry you are in, ticket automation is essential. It will keep you up-to-date on the status of each ticket, from letting you know if more assistance is needed to when the ticket has been closed.
  • Priority status information: When a customer service representative initially looks at a new ticket, he or she must be able to judge its level of urgency and to prioritize it among all the other tickets. The status information must be within the ticketing system to facilitate prioritization.
  • Ticket tags: A tagging system allows for quick and easy organization of issues. It enables you to pick out common problems. You can also use tagging to automatically recommend advice or a knowledge base article depending on the subject and the assigned tag.
  • Adjustable ticket templates: You need a system in which you can customize templates so you can load several different ones on command. This will facilitate an easy response and cut down on handling time. You can also combine templates as and when needed.
  • Discrete ticket queues: Don’t fall into the trap of working out of the same ticket queue. Individual queues allow your customer service staff to organize their tickets more efficiently. It also enables them to check their colleagues’ tickets to see if they need assistance.

  • Adjustable status options: You need to be able to customize ticket status options to suit your business needs. You should also have automatic emails sent to your customers each time the status of their ticket is adjusted.
  • Related tickets: By linking tickets that are connected by issue or subject, you can prevent your customer service staff from being swamped by multiple tickets with a common problem. This will enable staff to answer them all at the same time.
  • Private actions on tickets: Your customers do not necessarily need to see every action on their ticket. You can keep ticket conversations private until they are ready for customer action.
  • Ticket pages per customer: Knowing how to run your business effectively means knowing your customers. The more information your customer service staff has about each of your customers, the better they will be able to help them resolve problems. By keeping customized ticket pages for each client you can see at a glance how many tickets they have open, which have been resolved and how satisfied they were.
  • Ticket referral: Should a member of your customer service team recognize that a particular ticket can be answered by a knowledge base article, he or she should be able to refer the ticket to it with one click instead of having to go and look for the link.
  • Customizable ticket submission: When you’re choosing a help desk ticketing system, pick one which features customizable tickets for your customers so there are sufficient fields to capture all the information you need. This will save time and reduce the need for follow-up questions and resubmissions.

  • Linking to product and inventory: Whether you deal with virtual or physical products, you still need to have your products associated with your inventory. This way your staff won’t have to search through external documents to get the details they need. They can simply track this information on each customer’s ticket page.

Remember, ticket tracking is a much more efficient system than email alone for several reasons. Not only does it keep all your information centralized, it also provides built-in metric reporting so you can keep track of the quality of your customer service and make improvements if needed. If you haven’t got a helpdesk system in place, now’s the time to do it, to service your customers more competently.

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