Organizations looking for a help desk ticketing system need to consider the needs of both their customers and agents. Hence, you should always make sure that the system has a complete set of all the features you need if you want to achieve quality results.
The key features a good ticketing system should have
Knowledge BaseLook for a ticketing system with both an external and internal knowledge base. An external knowledge base will allow customers to resolve issues themselves which helps reduces your company's ticket volume and overall support costs.
The external knowledge base allows you to publish product and service updates, FAQs, and troubleshooting guides. This allows your customers to browse by category or search specifically for what helps them instantly.
An internal knowledge base will help your IT teamwork more effectively since your customers can serve themselves. The external knowledge base helps your users find instructions and answers without waiting a while for responses.
SecurityCustomer details get attached to service tickets; hence their passwords are sent back and forth. The ticketing system you choose should protect your customer's sensitive data. Make sure the IT help desk software you use can:
- Restrict IP so that only your reps can log into the company’s back end
- Define privileges and user groups within your organization using access control
- Encrypt messages to protect sensitive data
- Encrypt SSL URL for the cloud-based systems
- Scan viruses to make sure harmful file attachments cannot be sent
Ticketing systems allow organizations to conveniently define rules and triggers to automatically change ticket priority, status, category, or other attributes. Some allow to define custom workflows and eliminate large portions of manual work. Automation is especially important for organizations that tie custom sets of products and services to every customer.
3 Help Desk Ticketing Software You Should Consider
1. Zoho DeskZoho desk is best suited for fast-growing businesses because it provides many business tools for businesses in every industry. They offer affordable plans as well as a solid free plan with good support features.
It is a multi-channel system, so you can easily organize and streamline all support inquiries coming from either email, live chat, online form, phone, or social media. As businesses grow, so does their need for the self-service knowledge base. Zoho Desk allows you to turn your support requests into knowledge base answers and tickets.
Other features that help improve and consolidate your support processes include:
- Visual process automation
- AI-powered digital assistant, Zia
- Help center tools that will design and create the knowledge database
- Advanced response editor
- Ticket views & automatic ticket prioritization or organization
- Custom field options
- Dashboard headquarters
- Customization through built-in integrations and APIs
Hubspot is a smart help desk software choice for organizations looking for a full-blown CRM (customer relationship management) tool. You can get started with Hubspot for free.
Their free Service Hub provides you with ticketing, reporting, meeting scheduling, live chat and chatbots, team email connections, a team inbox, and email templates – which is all you need to optimize your company's customer support process.
You will also get features like email tracking, tasks and activities, contact management, contact website activity, custom fields, and more. You can also go for their paid plans if you are looking for advanced features like:
- Conversational bots that create and route customer tickets
- 1000+ email templates
- VoIP calling and recording for eight hours
- 1000 canned responses for FAQs
- Open and close automations and internal notifications
- 1000 documents
- Five currencies
- Two ticket pipelines
- Ten reporting dashboards
- Conversation routing
Freshdesk is best-suited for small to midsize businesses who find social media and manual email customer service tiresome. This help desk ticketing system is easy to use and comes with many helpful features.
It will allow you to streamline conversations across all your channels in a single place. You will also be able to create contextual conversations with your customers, share solution articles automatically, save time by automating repetitive responses, and monitor your team’s performance. You will also get access to features like:
- Custom ticket statuses
- Multi-channel inbox
- Canned responses
- Agent collision detection
- Linked tickets
- Scenario automations
- Shared ownership
- Time tracking
- AI-powered chatbots
- Event & time-based automations
- Scheduling dashboard
- Knowledge base capabilities
In Conclusion
These help desk ticketing systems will help you handle IT support tasks with ease. You will be able to effectively manage tickets, customer requests, inventory, and employee requests. Choose a ticketing system that will suit your company's needs.
