Help Desk Software

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What is a Help Desk Software?

Help Desk software, also known as Customer Support Software or Ticket Management System, helps businesses automate their customer service management by enabling help desk operators to track customer/user requests using Ticket IDs and resolve customer queries or issues.

Help Desk software facilitates easy communication with customers or website visitors. It allows you to provide quick resolutions for immediate customer requests, assist them in resolving technical issues, and offer optimal customer support.

Why is it necessary for businesses to have Help Desk Software?

Help Desk Software Provide Better Customer Experience

Providing a Better Customer Experience

Customers seeking technical assistance or support to resolve issues/queries expect instant responses from customer support agents. Therefore, a help desk software must simplify customer support management by enabling support agents to efficiently respond to customers’ help requests in a timely manner.

Improving Support Efficiency

A help desk enhances the efficiency of the entire support operation. All communications between customers and support agents are recorded as tickets, with the service desk serving as a central hub for this communication. Every ticket is tracked, and the workflow simplifies the ticket management system, making it simple and easy to use.

Maintain Consistent Operation

It is very much important to provide a smooth & seamless experience to customers who look out for help. You must provide a help desk service that is consistent over all platforms and all devices. Customers must be able to contact your Support Team from your website or email from anywhere. Overall, they must have your uninterrupted support service which is accountable to your SLA policy.

Boost Team Productivity

Productivity gets increased when your service desk agents are able to work without any issues. Internal help desk software makes you collaborate efficiently and get to know the entire history of tickets with details such as agent assigned, time taken for resolution, customer side reply, etc. Everything becomes automated so that service help desk prioritizes the important tickets for you.

Features of Self-Hosted Customer Support Software

Email & Live Chat Ticketing Automation

Set your support email account & convert your bulk incoming emails to tickets with unique IDs along with an agent assigned for each ticket. For every interaction (email / website live chat) of the customer with you, tickets will be created, prioritized & tracked automatically.

Shared Inbox for Internal Collaboration

Anyone can reply to any ticket by knowing who is working on which ticket and what are the previous responses sent with the use of Shared Inbox. Agents can get help from other agents or higher officials by discussing internally within the tickets using Private notes.

SLA Policies

Create customized automated SLA policies for your ticketing system and make sure that you provide support to the customers within the time frame set. Monitor whether all SLA rules set for each department/set are met consistently. Built-in default SLAs can also be chosen.

Canned Responses for Faster responses

Every customers expect instant resolutions. Satisfy your customer’s expectation with the use of Canned responses / pre-defined email templates. Save your agent’s time at the time of heavy workload by having standardized responses which can be sent instantly.

Reporting Tools

Know the customer service level , support agent’s performance and your customer’s feedback with the help of reports & insights. It is very important for a help desk since it helps in improving your service. Get weekly and montly reports to the Email ID’s of subscribed operators.

Internal Ticketing System for Your Organisation

Provide Best Assistance for Your Employees across IT, Marketing, HR or any department for internal requests/queries/issues with the Internal Help Desk Ticketing System.