Best Help Desk Ticketing System: a Better Tool for Customer Satisfaction

Best help desk ticketing system may be a tool that serves a good range of customer support activities. you’ll organize messages, assist, and exchange information with customers with one point of contact. the assistance desk uses tickets for communication, which is additionally referred to as a ticketing system.

Data collected from tickets may be a valuable source of customer knowledge. you’ll analyze support stories and obtain ready-for-brand spanking new customer cases. the assistance desk software generates themed reports that enable you to verify your team’s performance and improve your customer service strategy.

Preparing strategies: Exchange or make the data between help desk software and your CRM create a problem in your project management tool, update case statuses, and more. Integrate our ticketing system together with your favorite tools to enhance your workflow.

Tickets, calls, faulty equipment, people complaining… IT support moves at supersonic speed and, if your IT professionals need to manage everything with, say, Outlook, your company could also be losing much money.

Pair an email client with the high wages typical for the industry, and you’ll get yourself during a “throwing money down the drain” situation. Resolving each tech support case can cost anywhere between $2.93 and $49.69 and, if you offer tiered IT support, you’ll expect the expense to triple whenever an issue is escalated.

In short, it’s best to assist your IT support staff to be as productive as possible. Since you’re reading this text, you’re probably aware that the answer to the present problem is an IT ticketing system. It is true. Such software can save to 670 working hours per annum.

Generally taking an overview or speaking, what an IT support ticket system does is automate manual tasks and help IT staff manage the lifecycle of each request.

At the guts of an IT support, the ticket system is because the name suggests ticket management. The system creates a ticket whenever a replacement case is submitted, appending all relevant customer and incident data. Some systems even have advanced tools for asset management, and IT change management, network diagnostics, problem and incident management, etc.

Note that the terms “IT help desk” and “IT service desk” can sometimes be used interchangeably, albeit, properly speaking, they’re two separate entities. Unlike the assistance desk, the service desk puts stress on the users or, because the ITIL framework defined it, a service desk is “the point of communication between the service provider and everyone its users.” against this, when IT help desks first appeared within the 1980s, they were simply a way of reporting and resolving incidents on an ad-hoc basis.

The terminology used gets even more confusing when your IT department doubles as a customer service department. Fortunately, most IT ticketing software is often used for both employee support and customer support. So, you’ll escape with using the incorrect term.

Ticketing System Features

When trying to find a helpdesk ticketing system, it is vital to think about both your customer’s needs and your agents’ workflow. Not all systems offer the complete set of features and you’ll find yourself employing a combination of tools to realize the specified results.

In general, here’s what to seem for when choosing IT ticketing software.

Self-service options

External knowledge base

An external knowledge domain creates a rare win-win-win (yes, that’s a triple win) situation for customer support. Customers mostly resolve issues themselves which reduces ticket volume and your company’s overall support costs.

Among other things, you’ll use an external knowledge domain to publish customer FAQs, product and repair updates, and troubleshooting guides. Customers can browse by category or search the knowledge domain which helps you deflect ticket creation while keeping them happy—they find the knowledge they have instantly.

Internal Base Knowledge

An internal knowledge base helps your IT teamwork more efficiently because it enables employees to serve themselves. Your busy users will appreciate the ability to find the answers and instructions they need without waiting.

An internal knowledge base can also be handy to agents when dealing with service requests. It can store SOPs for handling requests and how-to, technical documentation, and best practices.

Finding a Unified smart inbox

One of the crucial features of an IT ticketing system is creating helpdesk tickets from various sources such as email, live chat, social media, phone calls, etc. If there’s one dashboard to look at and manage all incoming tickets, your team is going to be more productive. A unified inbox should enable you to do:

  • Create tickets manually
  • Use quick pre-populated templates for common issues
  • Sending an automatic response to the end-user when she submits an issue, giving her the ability to reply
  • Attach Files
  • Keep all past conversations within the same ticket to supply context
  • Prevent two agents from responding to an equivalent ticket at an equivalent time (collision detection)
  • Enabling agents to collaborate on a ticket, e.g., by leaving internal notes

A Unique Automation

Most ticketing systems allow you to define triggers and rules to vary ticket status, priority, category, and other ticket attributes automatically. Some even offer you the power to define custom workflows, eliminating the larger portion of manual work. Here’s how this works in practice.

Let’s suppose that your ticketing system software allows you to found out rules to auto-triage and auto-prioritize tickets supported by the e-mail address, subject line, ticket category, and other conditions. You can create a rule to tag all issues coming from a selected email (an important client or a C-level executive) and assign the tickets to your most experienced IT support professionals.

Automation is mostly especially useful to companies that need to tie a custom set of products and services to each customer (e.g., MSRs).

Security

Customer data or details are often attached to service tickets; passwords are sent back and forth, and so on. Ticketing system software should be ready to protect your sensitive data.

Some of the companies choose on-premise installations to eliminate all potential threats. Some prefer cloud-based ticketing systems. There are benefits and disadvantages to both but security may be a concern altogether cases.

Here are some important security measures to seem for in an IT helpdesk:

  • IP restrictions to make sure only your staff can log in to the rear end
  • Message encryption to protect sensitive data
  • Accessing the control to define user groups and privileges within your organization
  • Virus scanning to make sure no harmful file attachments are often sent
  • SSL URL encryption for cloud-based systems

Insights

Speed is essential in IT support, so most teams have SLAs (Service Level Agreements) they have to stick to. That’s why analytics and insights are an important aspect of ticketing system software.

The topmost ticketing system will help you understand immediately how your team is performing against your SLAs. It will provide you with real-time data regarding agent performance, such as tickets closed, the average time to resolve issues, and so on.

The ticketing system software should also enable you to collect customer feedback and measure customer satisfaction through NPS surveys, CSAT surveys, or some other method.

Integrations

If you’re employed during a large organization, integrations with other software will be a chief consideration in your look for a service desk ticketing system. Here are a couple of cases where this could be necessary:

Integration with your CRM can offer you a far better view of your customers—their buying history, web browsing activity, their likes and interests, and more. Armed with such insight, your IT support team is going to be ready to provide personalized support.

Integration and your IT asset management system can assist you in identifying faulty equipment that must be repaired or replaced, enabling you to enhance your problem management.

Integration together with your issue tracking system can assist you in prioritizing software bug fixes.

Best help desk ticketing system Practices

Have a support portal: Encourage self-service by publishing any content in your external knowledge domain. Make sure it’s easy to submit a ticket, and there’s a sensible search functionality that permits customers to seek out all information relevant to their case.

Categorize tickets on submission: to save lots of time and reduce manual work, create automation rules that assign a selected sort of issue to a selected agent or department.

Define SLAs and stick to them: Service Level Agreements (SLAs) help you set expectations with users and measure agent performance. To keep up with your SLAs, make sure you have enough agents to handle all support requests, and your IT helpdesk software has enough capacity to support your team.

Let your system manage handoffs: Customers expect companies to understand “know their contact, product and repair information or history.” confirm agents receive all the required background information to resolve tickets.

Create specialized teams: Instead of having all of your IT staff running from network infrastructure to hardware support to system change requests, you can set up specialized teams that will work on sets of related tasks. This reduces stress and helps your agents stay focused.

Perform customer satisfaction surveys regularly: Metrics give you lots of insights, but feedback from your customers is what helps you see the finer details in the big picture.

Top Most Helpdesk Ticketing Systems

WorkHub Tasks

Workhub Assist Helpdesk Ticketing System

With Assist, you don’t have to manually check for a new query every day from bundles of emails. Assist’s AI-based Employee management software helpdesk ticketing system automatically reads customer feedback and converts their query into a ticket, assigned to a relevant person based on its category. Once converted into the helpdesk ticketing system, every customer query is divided into various tasks based on its technicality. After that, each task is allotted to a relevant subject matter expert. You can also generate a task yourself by putting the required information in it and then assign it to someone on your team along with a deadline. This whole practice makes it easier to satisfy and communicate with a customer regarding their problem. Our platform supports integrations from multiple customer touch points. You can now gather customer queries from all possible platforms in a single place. Be it an email service, your business website, or social media sites like Facebook & Twitter. You can get every customer concern accumulated in a single place. Saving not only your processing time but also the time of your customers. As a business owner, the most important concern you must have is the security of your data. However, with Assist, you don’t have to worry about it, as we promise the best security standards in our processes. These standards include; PCI DSS compatibility to encrypt data, whitelisting & blacklisting of data sources, and SSO (Single Sign-On) / Login via Social Media options. This thing makes Assist safe from every unwanted threat in the environment.

HubSpot

Hubspot Inbound Marketing Sales and Service Software

HubSpot’s Help Desk tools allow you to log, organize, and track customer support tickets all on one dashboard that’s accessible to your entire team. Reps can view all communication made on the ticket and oversee the case’s progress throughout the entire troubleshooting process. Tickets are also linked to customer records, making it easier for customer service reps to reference past engagements with the company . With the help Desk feature, HubSpot will automatically create a ticket when a customer fills out a form, sends an email, or reaches out through live chat.

Additionally, HubSpot provides ticket analytics that customer service managers can use to trace their team’s performance. This data includes important metrics like agent reaction time , ticket volume, and more which indicate if a team is meeting customer demand. If not, management can investigate individual rep workflow and identify key roadblocks that are preventing the team from achieving business goals

  • Log, organize, and keep track of customer issues all in one place
  • Automate tickets to create a help desk
  • Prioritize requests so critical issues get resolved faster
  • Create reporting dashboards: tickets closed, rep productivity, time-to-close, etc. 
  • Integration with HubSpot’s free CRM

osTicket

osTicket is a support ticket system that has all the basic functionality you may need for IT support and can also be customized to your preference. You can choose between a free open-source version and a cloud-hosted version available for a monthly subscription.

One of osTicket’s main features or advantages is the ability to auto-triage incoming requests. You can set up custom fields, queues and forms upon ticket submission to forward each ticket to the right agent or agent group.

ServiceNow

ServiceNow software is an enterprise ticketing system that goes beyond simple incident logging. This software platform intends to bring all IT operations in one place—from ITSM to governance and DevOps.

The main focus of this software is efficiency.

 ServiceNow platform software Employee management software enables you to consolidate all of your IT systems, networks and software during a centralized dashboard. As a user, you can track custom metrics and make your own workflows for internal users, customers and IT staff. You can also even use it as a task management system.

ConnectWise

ConnectWise is more than IT ticketing software. It’s a full-blown business process automation platform designed for companies that need to manage various support workflows under the same digital roof. Besides a ticketing system, the platform has many other capabilities including project management, time tracking, reporting, billing and procurement.

If you would like additional functionality, you’ll customize ConnectWise with one among the 300+ third-party integrations. The system’s flexible contract management helps you handle multiple service contracts with ease.

SolarWinds Web Help Desk

This review is about SolarWinds Web Help Desk which is designed to handle customer requests and asset management only. If you need a best help desk ticketing system for employee support, there is another SolarWinds program for that called Service Desk.

That being said, Web Help Desk is a downloadable program that enables you to manage support tickets, IT assets and change management requests. One of the features that stands out is “SLA breach approaching”—it allows you to set up SLA alerts. For example: “If a ticket hasn’t been updated for 45 minutes, notify the group manager.”

Jira Service Desk

Unlike SolarWinds, the Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. Since it has been built on the same platform, this solution connects seamlessly with the company’s popular project management system—Jira Software.  

Jira Video conferencing software Service Desk can be extended using 350+ third-party addons that include tools for asset management, surveys, CRM, and many other IT-related tasks. This system comes with powerful automation features that enable you to streamline tasks like ticket routing and severity 1 notifications.

Zammad

Next on our ticketing system software list is Zammad. This web-based open-source helpdesk support system enables you to provide IT service via several channels like telephone, Facebook, Twitter, chat and email.

Zammad’s Help desk Ticketing System escalation rules and “desired deadlines” can be applied not just to tickets but also to clients and organizations, enabling you to quickly define and monitor your SLAs. One of the biggest advantages of this system is that it’s auditable—you can go back to any moment in time and see who changed what.

Conclusion

Best help desk ticketing system may be a tool that serves a good range of customer support activities. you’ll organize messages, assist, and exchange information with customers with one point of contact. the assistance desk uses tickets for communication, which is additionally referred to as a ticketing system.

Data collected from tickets may be a valuable source of customer knowledge. you’ll analyze support stories and obtain ready-for-brand spanking new customer cases. the assistance desk software generates themed reports that enable you to verify your team’s performance and improve your customer service strategy.

Preparing strategies: Exchange or make the data between help desk software and your CRM create a problem in your project management tool, update case statuses, and more. Integrate our ticketing system together with your favorite tools to enhance your workflow.

Tickets, calls, faulty equipment, people complaining… IT support moves at supersonic speed and, if your IT professionals need to manage everything with, say, Outlook, your company could also be losing much money.

Pair an email client with the high wages typical for the industry, and you’ll get yourself during a “throwing money down the drain” situation. Resolving each tech support case can cost anywhere between $2.93 and $49.69 and, if you offer tiered IT support, you’ll expect the expense to triple whenever an issue is escalated.

In short, it’s best to assist your IT support staff to be as productive as possible. Since you’re reading this text, you’re probably aware that the answer to the present problem is an IT ticketing system. It is true. Such software can save to 670 working hours per annum.

Our utmost priority is to serve you to the best of our ability and make sure that you are happy and satisfied with the service provided, for this and much more visit WorkHub Tasks.