Help desk software functions to resolve the concerns of the customer efficiently right from the point of receipt up to the resolution. It also helps the agents with a wide spectrum of support and synergistic tools. However, help desk software is clubbed under the IT helpdesk support services n the IT service management paradigm. It includes support for the internal audience to improve the productivity. The help desk software automates the issue resolution workflow by centralizing the information and keeps everyone updated through email alerts while keeping a detailed record of all submitted issues.
The help desk software can make your life easier and increase your business productivity in many ways. Some of the benefits are:
It facilitates every employee to submit their tech issues easily and get them resolved quickly. This enables everyone to focus more on productivity without losing time on the resolution. The manual process of issue resolution can take a long time and keep the tech people waiting, losing significant amount of time.
Better Organizing Ability
The software helps prioritize the issues or even club them in batches so they can be resolved one at a time even while working on the server in a single visit. Thus, saving a lot of time and improving the work efficiency.
The software provides a common portal where all the tickets can be submitted, the status of open issues can be determined and also let the tickets be closed if the issue has been resolved. This common portal can also be used to send advance intimation of important information like planned downtime for instance.
Depending on the needs of the company the help desk software can be customized to segregate the issues based on department, building, location and other preferences. Reports can then be created based on these data by the IT helpdesk support services.
By tracking the issue resolution metrics, the software provides detailed analysis to the manager for evaluation and fine-tuning the workflow. The manager can further assign work to the right people based on the time taken for resolution.
The issues submitted will have a different level of severity. The issues can be segregated by the order of its severity so that the resolution of most severe issues happen more quickly. For instance, the replacement of the keyboard is much less severe than a glitch in the server which affects the workflow of many people.
The help desk software can be programmed to automatically assign the issues to specific people based on certain criteria. This sorting and assigning saves a lot of time and results in quicker resolution.
Easy Resolution of Recurring Issues
When similar issues occur repeatedly they are categorized and a knowledge base is created which can be accessed to resolve the issue. This facilitates the people to quickly resolve some of the common issues without having to wait for the concerned people.
The help desk software is an indispensable tool for the IT helpdesk support services and helps them in a number of ways to streamline the workflow and reduce the downtime. It also helps in categorizing frequent issues with common resolution thus, offering a ready solution to the end user.