7 Key Features Of Help Desk Software To Look For

The choice of help desk software that’s right for your organization is a major decision, and it’s made even harder by the fact that there are so many tools available. With literally hundreds of options to choose from, it’s not easy to figure out which one is best for your unique organization — or even what makes a tool useful in general.

However, the truth is that a lot of help desk software makes a lot of promises but only delivers a small portion of what you'll truly need in the real world. That's why, above all, you should choose help desk software that actually fulfills your company's demands rather than one that claims to. The issue is that it's not always clear which features are essential and which are optional. 

In case you're unsure what features to look for in help desk software, here are 7 must-have features: 


1. Automated ticketing workflows

 Automated workflows help the support team meet service level agreements. Most companies offer excellent customer service to their clients but struggle to deliver consistent and error-free support services. This is mainly because each team member has their own set of procedures for completing tasks at their end. Of course, it is almost impossible to follow a standard flow every time you share a thread of information with a client. But, with automated workflows, routine tasks can be performed completely without any human intervention as soon as you enter some information about your query in the ticketing system. For any ticketing help desk system, the ability to configure automated workflows is a must-have feature. You can utilize automated workflows to route tickets, prioritize requests, manage the status of service requests, and send users automatic notifications. 


2. SLA (Service-Level Agreement)

 Customer support services are key to any business' success. After all, with so many consumer choice options available online, there's nothing better than a good customer support service to retain and attract more clients. While establishing an efficient customer support system can be a tough job, technology platforms do come in handy here.  

You can set up an appropriate SLA (Service-Level Agreement) to help your service team understand their responsibilities over the course of their work around the clock. An SLA is your agreement with your clients regarding standard operating procedures. It lays down the expected service standards that bind both you and your client to regularly monitor and review the agent's performance measures or benchmarks.


3. Customization 

You wouldn’t get a suit made to your measurements in 15 minutes, and why would you want to work with a Help Desk software that wasn’t tailored to match your business’s needs? For example, you might need to integrate with an existing 3rd party help desk solution or replicate your partner program. Maybe you’re integrating it into a larger customer relationship management system like ezeeDesk. Or, maybe you need more customization than most off-the-shelf products provide. Whatever the reason, there’s nothing wrong with wanting a customized help desk solution for your business –put your sales team in front of customers faster.


4. Portals for knowledge management

Every business is unique and you should be able to customize your help desk accordingly. You must be able to develop your own knowledge management site so that it fits perfectly into your marketing strategy. Knowledge-based articles, system user guides, FAQs, and informative articles help establish your company’s credibility as a professional, knowledgeable player in its field.


5. Self-Service 

If your help desk does not have self-service features, you could be missing out on the benefits of cost and time savings. So, as a user, look for self-service options to troubleshoot your problems before resorting to customer service advisers. Essentially, support portals with multiple platforms including FAQs, online communities, forums, and knowledge bases offer users answers to their queries. Customer wait times are dramatically reduced. The benefits are directly linked to customer satisfaction with the brand which reflects in self-service analytics. If a self-help portal is effective the likelihood of a happy customer is high.


6, Customer ticket history

A quick glance at your help desk ticketing history would provide you with all the details of customer interactions. This enables you to view a list of tickets raised by the same client. All interactions between the client and your brand can be viewed under a single help desk ticket. 

As a customer, wouldn't it be good if you can get a full view of all your interactions with your brand? Wouldn't it be better if you can get a view of all tickets raised by you and also a view of all interactions exchanged for a specific ticket? This gives you the opportunity to create a deep understanding of your interaction with the brand.


7. Multi-channel deployment

Multi-channel customer support is the new norm nowadays. Customers demand a seamless customer experience, so providing support to overall customer touchpoints (including social media) is quite inevitable. Even though supporting multiple channels gives you a wider support coverage, the fact that different channels provide different forms of communications can be challenging to firms and their agents. So sometimes, it is not just about choosing the right channel but also providing the right message.