Customer satisfaction is a key factor in any business's success. the IT service desk is important.
Agents are compelled to be knowledgeable about customer service, as it is becoming increasingly complex. Your agents will follow industry best practices and resolve customer problems efficiently if they have the right help desk software. Proper training is essential to help agents understand the help desk software features.
This article will cover 12 essential features that you should look for before purchasing any help desk software. It is designed to help maximize your IT help desk efficiency and improve your business productivity.
Importing users to help desk application
The first step in any help desk software is to import users and configure them as agents or end-users. According to your requirements, it would be best to verify that the help desk system allows users to be imported via an active directory, CSV or LDAP. Once they have been imported, you will be given the option to either split them or make them agents.
Grouping agents/end users
After you have imported the users, find the options to group them. End users should classify based on their locations and departments. Agents should be classified based on their proficiency and skill set. You can group your users to help you see how to assign priority to an incident.
Converting email into a ticket
Many help desk software on the market supports different methods of submitting tickets, including email, chat, chat, or phone calls. It's mandatory to convert email or web forms submissions into tickets.
Segregating incidents
After the email has been converted to an incident, it needs to be placed in the correct category and sub-category. It will allow you to keep track of all incidents and perform trend analysis. You can then predict the trend in incidents under a particular category and take proactive steps.
Technician
After the ticket is categorized, it should be assigned to a technician skilled in dealing with that particular category. The help desk application must have sufficient intelligence to track unavailable technicians and find technicians with less workload.
Setting up SLAs
Once the technician has been assigned, setting the response and resolution times for any incident is necessary. Service level agreements must be flexible based on the criteria. If response/resolution time has elapsed, an escalation process should automatically initiate.
Using knowledge base solutions
Access to the knowledge base, or k-base, should be easy. The must-have features include the ability to organize knowledge base solutions by category, highlight frequently asked questions, and auto-suggesting solutions based upon the search query.
Serve your end-users well
Your business will gain more credibility by providing your customers with a customized self-service portal. Your end-users should be able to submit new incidents, track their status, view frequently asked queries, update their contact information, and view announcements.
Automating help desk workflow
Helpdesk processes can easily automate by creating a customized help desk workflow that meets your business's needs. You can use this example to illustrate. You can set up automated help desk workflows in ITSM tools like Manage Engine Service Desk Plus. For example, if a customer reports an incident via email, it is converted into an incident within the system and assigned to a specific technician. Pre-defined business rules determine the priority of the issue.
Multiple regions
It would be best to choose a help desk that supports all of your regional offices worldwide through one installation.
Reducing your technicians' time
Pre-defined templates can help reduce your technician's time on each incident. Your end-users should have the same option when creating incidents or raising service requests. It should have inbuilt templates to help with incident resolutions and replies. The application must also be customizable.
Keep everyone informed
Each action within the help desk must be notified to both technicians and requesters. Many help desk software supports SMS notifications.
