For most organizations, the old IT help desk with phones and flurries of sticky notes is over. Today’s best help desk software has made resolution of IT problems quicker, less costly, and less of an ordeal for both the IT service desk team and the end users who depend on them.
When choosing help desk software, you should not only consider features that make things more efficient and convenient for the IT team, but features that can improve the end user’s experience.
Here are 7 great help desk software features that improve the experience from both sides of the help desk.
1. Multiple Ways to Submit Issues
If your help desk software allows end users to submit requests through a variety of channels, end users can report problems sooner, and can choose the channel that works best for them. For example, if their workstation is kicked off the network, an end user could submit a help ticket with their mobile device rather than having to use someone else’s workstation to send an email.
2. Integration With Social Media
Does your organization have an internal social network? If so, help desk software that integrates with that network can be a real time-saver. Furthermore, the IT team can use the social network to announce outages or upgrades, and to generally keep in better communication with end users. This can also help build better working relationships between IT and the rest of the organization.
3. Integration With App Suites
When an end user spends most of her day using various apps in, say, the Google Apps suite, if she wants to report a problem, opening a new window outside Google Apps to report a problem can be a hassle. Today you can get help desk software that integrates with cloud app suites, so end users can report problems without exiting their apps to log into a help portal.
4. Mobile Integration
Solving some IT problems still requires in-person, desk-side support. So when your help desk software integrates with the IT team’s mobile devices, it’s easier for the IT team member to look up specs, check the history of the workstation he’s working on, or look up possible solutions in the IT knowledge base. Problems are solved quicker so end user can get back to work.
End users are used to addressing minor problems in their personal computing. They can, for example, reset their Amazon password without calling an Amazon help desk and having someone do it for them. Likewise, help desk software that offers self-service capabilities can help end users solve some of their own problems quickly and easily, without submitting a help ticket.
6. IT Service Catalog
Some organizations create an IT service catalog that allows end users to request IT products and services through an interface that is similar to online shopping. For instance, if a new hire is coming on board, HR can use the service catalog to request a laptop, software, and other IT tools the new person will need. Great help desk software gives you flexibility to create your own custom IT service catalog.
7. Ability to Track Tickets
Nobody likes submitting a help ticket and wondering if anyone saw it. Help desk software that allows end users to track where their tickets are in the help queue and check up on the status of their problem cuts down on frustrated phone calls to the IT service desk, and reassures end users that their problem is being addressed.
You don’t have to settle for “just adequate” help desk software. Today you can get cloud help desk software that’s powerful, flexible, and secure so your IT team can deliver IT services efficiently.
About Oz Merchant
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