Help desk software is a critical tool for both small businesses and large corporations. It allows clients to get in touch when they are having difficulties with your products or services.
But in addition, it also enables you to organize your workflow, serve your customers in a reliable way, ensure productivity, and avoid letting complaints fall through the cracks.
If you’re in the market for help desk software, chances are you’re bewildered by the numerous options available. Choosing the right help desk software for your business is a matter of evaluating your needs and identifying which systems fit those needs.
The following are some crucial factors to consider when choosing help desk software.
Help desk software is available for every budget, including no budget it all. Free help desk software includes UserVoice, Freshdesk, Spiceworks, Sysaid, ManageEngine, and Zoho. All of these programs are available at no cost. They’re especially useful for small businesses with few employees. If you can’t afford to shell out a monthly fee or you’re just starting out, free software is the best option.
Open source software is another option when you have a small budget. It’s fully functional and more customizable than free help desk software. However, remember that configuring and installing the software is up to you, which can be difficult if you don’t have a tech-savvy team member. Many open source versions do offer preconfigured versions. In addition, you may be able to pay a one-time fee for installation.
If you do decide to pay, weigh the costs carefully. Remember that paying more doesn’t mean getting a higher-quality service. Cost can be misleading.
2. Identify necessary features.
A help desk system is crucial to help you manage and sort tickets, track workflow, and ensure all of your customers are taken care of in a timely fashion. You should spend some time assessing the help desk features that are important to you. Do you want customers to be able to contact you through email or social media? Can you personalize email auto-responses? Does it come with a web-interface that clients can use to contact you? Can you assign tickets to specific employees? Is the submission system compatible with your server? Is the program database driven? How does it backup data?
3. Remember security.
Your ticketing system uses client data. Remember that this data may include names, addresses, passwords, and other sensitive information—you wouldn’t want to compromise your clients’ sensitive information. You may even want to consider some form of encryption, such as SSL.
4. Evaluate ticketing features.
Another important consideration is how the help desk software manages tickets. You might be surprised to learn that not all help desk systems are able to assign, re-assign, resend, close, and cancel tickets. Certain systems are able to control and manage tickets better than others. Consider how much control you want over your tickets before you choose a system.
5. Make sure you’re not compromising on branding.
You will want help desk software that is fully customizable for your company. Taking the time to customize auto-responses and input your company logo, URLs, copyright, and legal information is crucial to showing your customers that you go the extra mile.