10 Step Guide to Choosing the Best Help Desk Ticketing Software



Senior editor

Parul Saxena

Chief editor

Last updated: April 14, 2021

Customers are like the lifeblood of any organization and to keep them happy and satisfied should be a company’s topmost priority. Doesn’t matter if you are a startup or a well set up organization or building your own support team – whatever be the reason quality customer support is that one crucial thing that will be helpful in creating a great customer experience and building brand loyalty and for that what you will need is a robust help desk software.

How to choose the Best Help Desk Ticketing Software?

We know there are lots of solution available in the market and to help you get through it we have created the following easy to use Software Guide:

1. Decide on the Budget

If you are a small business don’t underestimate yourself by assuming that you cannot afford a good help desk ticketing software. There are lots of solutions available in the market that are reasonably priced and available within your limited budget. A lot of SMBs ignore help desk ticketing solutions while allocating their technology budget presuming that an email address and a phone number will suffice. The truth is help desk software has a lot of benefits that will positively affect your bottom line results.

Looking for Help Desk Software? Check out SoftwareSuggest’s list of the best help desk software solutions.

A few tips

  1. Many of the software solutions have hidden charges or limitations on the plan that you want to try. Beware of such pitfalls and find a help desk software that fits all your requirements, provides you with all the features needed at the best price possible.
  2. If you are a small team first start with a free plan. As your team expands you can add the features you want to run the support shown by switching to a higher plan to suit your business needs.
  3. Installing a help desk ticketing solution will not suffice alone, there are certain integrations that your customer support software should be able to accommodate. This can increase the budget. So while deciding for software also decide the integrations and make sure you don’t burn a hole in your pocket.
  4. Choose software that is compatible with the software used by other departments. For example, your help desk ticketing software should retrieve the payment details from your payment software while addressing the customer complaint

2. Choose between an On-premise and a SAAS solution

Basically, there are two types of help desk software,

a) On-premise
b) SaaS solution

Both have their own cons and pros which will discuss in this section. The ultimate choice is yours.

a) On-Premise

It is software that you install locally on a server which you will need to purchase separately.

Pros: If data security is your biggest concern then it is the best choice to keep your data in-house so that the service providers are not able to take the advantage of the economical sale. Your data is a way too secured when managed on your own server.

Cons: Not only it requires a server but it also needs an IT professional who will manage it in long term.

b) SAAS Solution

It is both hosted as well as managed on the cloud.

Pros: SAAS solutions are cheaper, easier to use, and they are not required to be installed on your server.

Also if your support team uses smartphones to access customer information then SAAS-based solutions offering cross-platform support can be like a cherry on the cake.

Cons: A cloud-based solution requires an internet connection to function and in case if you are planning your data on off-premise servers, data security and governance becomes a big concern.

3. Jot down the features that you are looking for in your organization

Create a list of features and divide them into “essential” and “ Nice to have” features.

A good option is to ask your customer support team to write down all the features that come to their mind and divide them into in either of the two buckets.

Essential Features: If your help desk doesn’t do X, then you are unable to provide the customer service you want.

Nice-to-have Features: If the help desk provides the X feature, then you can make the best use of it to create a better customer experience.

Keep the former list as short as possible to give you the best opportunity to satisfy your customer needs. Use this list when you are comparing different solutions and check which one best suits your business needs.

Some of the channels through which the customers can reach you:

  1. Team inbox
  2. Chat Support
  3. Phone support
  4. Forums

4. Don’t forget security

In a lot of cases, your ticketing system will be passing your client data back and forth. This data may contain important information such as name, contact number, user ids, emails, passwords, addresses and other sensitive information which you would not want outsiders to know about. To avoid such circumstances make sure the tool you select is secured both in data transfer and environment. Say for example if you are using an email driven ticketing system, make sure you have SSL or some other form of encryption to keep the help desk ticketing software secured.

5. An up-to-date knowledge base will help

It is a kind of self-service tool that will help your customers to find information about your product. It will allow you to answer the FAQ’s, publish information about the product features and their pricing, and everything else you would like your customers to know about your product. Using this knowledge base your customers and users can find the answers by themselves without any requirement to make the call to the helpdesk.

Not only this, a knowledge base will help you optimize content for the search engine. They are available in a lot of forms such as Word docs, spreadsheets, etc.

Based on the software you provide, your customer can access the database from their mobile device or search it via social networking platforms such as Facebook and Twitter. The knowledge base should be good enough in a way that it helps your customers to resolve their queries without any need to create a ticket.

In a nutshell, the more detailed and comprehensive your knowledge base is the less call you will receive.

6. Personalize your email templates

If you are using email for ticket submission, there are more chances that you will be replying to emails with auto responses. A generic template will make your clients feel that they are not taken care of properly and for you, they are just another number. And since loyalty is important for you, make sure you spend some time prioritizing those templates so that the reputation of your business is reflected well.

7. Evaluate the Ticket Management Feature

Having a reliable ticketing management software is the most basic feature of your helpdesk Ticketing software. It is a key to solving issues in a timely manner. You must be in an impression that all the help desk ticketing software are equipped with capabilities such as assigning, re-assigning, escalating, resending, closing and canceling. However, this is not true, as some software offers more control over ticket management than others. So before you start looking for a software know how much control you want. Just don’t settle down for a software that does not offer the control they need.

Tickets can be initiated in help desk ticketing software in various ways

  • Directly within the system by the users or the staff
  • By having designated email ids to which when any emails are sent they automatically get converted into tickets
  • The third way is to generate tickets through social media accounts such as Facebook or Twitter.

8. Scalability is important as well

Will the software you are considering will work as your business grows? This is when scalability comes into the picture. Maybe when you start you are a small team and plan to grow in the future. So choose a solution which grows with your company over time.

Some of the factors that can affect the help desk ticketing software scalability are

  • The maximum number of user accounts
  • Data storage capability
  • New verticals in your organization
  • Single or multichannel system
  • New CRM’s or other integrated systems.

9. Create a Help desk ticketing software evaluation team

If you have just started or you are a very small team than the evaluation team can be just you. If you are a big organization comprising of huge teams the following mix will work absolutely perfect for you.

  • A manager or a senior officer
  • Some help desk power users
  • One junior level customer service person

Their different perception, needs, and backgrounds will give you a perfect picture of whether the help desk ticketing software is a perfect fit for your organization or not.

10. Try the shortlisted Help desk ticketing Software

I am sure you must be now ready with some shortlisted customer support software. So lets now jump to the next and the final step of your journey. Sign up for a free trial of this software and check which one best suits your support requirements. Most of the software vendors do not provide a free access to all the features, so be very careful while taking the final call. You can, in fact, ask your support team to test the software once as they will be the ones who will be heavily dependent on the software.

If you are not one of them who is up for a free trial, you can sign up for a free demo and see what they have to offer your business. If in case they are not up to the mark, strike it off the software list and start with the next one lined up in the list.

A good advice is to go with simple ones rather than the one which requires a lot of engineering help to get started.

Bottom Line

Getting a help desk ticketing software is indeed a huge investment in your support team, your customer and most importantly your company. A long list of feature is a good thing but make a wise decision while keeping a broader framework in mind. There are a lot of options available in the market which will consume a big chunk of your time so you better make that time worth it.

SoftwareSuggest empowers businesses to discover top business software and service partners. Our software experts list, review, compare and offer a free consultation to help businesses find the right software and service solutions as per their requirement. We have helped 500,000+ businesses get the right software and services globally. Get a free consultation today!

Recent Posts

No posts found.


Please enter your comment!
Please enter your name here

Captcha loading...