Help desk software can help companies resolve tech issues faster and allow IT departments to work more efficiently. How? Simply put, a help desk organizes information, streamlines workflows, and eliminates many manual processes. With help desk software (often a subset of a service desk software), no longer will an IT support specialist have to laboriously log issues by hand, dig through disorganized emails to get to the bottom of a problem, track the status of issues manually, or let requests slip through the cracks.
A help desk system automates an issue resolution workflow, centralizes information, and keeps everyone in-the-know with email alerts. And instead of having to track down someone from tech support to get help, employees can simply submit a ticket to the helpdesk team through email or a customizable web-based form. The help desk software will then receive, log, and assign issues to the appropriate help desk technicians automatically, making the process more convenient for all parties involved.
Work more efficiently
Office workers can submit issues easily and get their tech issues fixed faster, allowing everyone to spend more time being productive, and less time twiddling their thumbs. IT professionals waste less time on unnecessary manual processes, freeing up valuable time for more important work.
Multitask smarter, even on the go
Help desk systems allow IT pros to more easily categorize and prioritize issues, allowing them to better sequence which issues to work on. For example, a tech might want to handle multiple similar issues in a single trip from the server room, making better use of their time.
One place for all IT requests
Most help desk systems include a user portal that provides a single place for users to create tickets, view the status of open issues, and close out tickets once they’re resolved. A portal can also be used to relay important information to users (such as planned downtime), which can reduce unnecessary tickets.
Customize to meet your needs
At a basic level, a help desk ticket includes a title and description of each issue. For more detailed information and better categorization, a company can create custom fields such as department, building location, floor number, or peanut butter preference… then create reports based on that data.
Analyze IT trends, improve overall workflow
Because help desks can help you track metrics, such as average time spent resolving tickets, IT managers can run detailed reports to discover trends. For example, if you find a certain tech is very good at a specific task, you might want to give all related tickets to them for maximum efficiency.
Prioritize important tasks
Different tickets warrant different responses depending on their severity. Replacing an old mouse for one person is far less important than repairing a failed server that affects the entire company. With a help desk system, technicians can easily prioritize and sort tickets, so high severity tickets get addressed quickly and are less likely to fall through the cracks.
Is a help desk right for me?
If it’s not clear by now, a help desk is designed to make life easier for IT pros. With help desk functionality, interactions are simplified, information is organized, and processes are more streamlined. Most companies find value in using a help desk once they start seeing a healthy volume of issues come in and they need more organization around requests. The primary barrier for some businesses to implement a help desk system is software cost… with some options costing thousands of dollars. In the long run, help desk software helps companies operate more efficiently, saving money over time.