Reasons Why Service Desk Management Software Is Better Than Email or Home-Grown Systems


Sawai Jangid

Senior editor

Parul Saxena

Chief editor

Last updated: May 21, 2021

Email is undoubtedly an excellent communication medium for every purpose, even for the helpdesk. You can communicate with your customers and employees to resolve queries. The service desk management system operations over email work seamlessly till the time you can process queries within a timeframe. But if multiple requests come in at the same time, the management becomes complex and time-consuming. Therefore, you may face issues with meeting deadlines and keeping a check on end-to-end request management.

This is where a need arises to install service desk management software to manage customer and employee requests. The helpdesk system outperforms the email support system by leaps and bounds as the former is specifically designed for helpdesk operations.

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

“So what, we can install a homegrown system instead of wasting money on helpdesk software,” you may argue. Not even an in-house developed support system would render as much convenience, scalability, and efficiency as a helpdesk system, this is what our experience says.

Have a look at the shortcomings of email and homegrown systems before heading on to the benefits of using service desk management software.

Shortcomings of Email Support

  • Easier to communicate via email but, it lacks necessary features, such as ticket management, that facilitate problem-solving and support  
  • Lacks a provision to measure metrics related to customer support and employee’s performance
  • Difficult to designate roles and responsibilities to IT support staff and distribute the workload
  • As you can easily forward emails, it is not a private mode of communication

Shortcomings of Home-grown Support System

  • Home-grown Support System may handle support operations with proficiency but it might not be fully-compatible with the ERP system, thereby affecting the workflow
  • Third-party tool integrations with the home-grown system are not easy and this restrains employees  to collaborate and work seamlessly
  • Your technical staff is responsible for deploying and operating the system, and if anyone leaves the job or is not available at the time of crisis, the system may fail to deliver
  • The system demands time, effort, money, and other resources when it’s time to upgrade or scale-up features and functions

You can rely on email or home-grown system for help desk operations, but it will certainly restrain your support staff to perform in its full capacity. Therefore, without a single doubt, consider investing in service desk management software. The following reasons will convince you to do so.

Reason Service Desk Management Software is Better

1. Automation drives the System

Automation plays a key role in a service desk management system’s functioning. You don’t have to waste your time doing the same thing again and again. For example, the software automatically converts incoming emails into tickets. If a customer sends an email, the system automatically raises a ticket and automatically assigns it to a support rep. Similarly, as soon as the ticket is resolved, the end user will get a notification via email SMS or phone call.

Also, you can build a comprehensive knowledge base using previous interactions with customers to provide fast answers to most frequently asked questions. The user can access the knowledge base via the self-service portal. When the user types a query, the system will automatically render the best solution, thereby freeing up your support teams time for solving more important problems.

2. User-Oriented Approach

The service desk system leaves no stone unturned when catering to end user requests. The service desk agents have access to complete information such as user designation, support history, assigned assets, and so on. This simplifies the task of processing a service request, making it quicker and more efficient.user oriented help desk

Adherence to a service-level agreement (SLA) is an obligatory affair. The customer service desk management software lets helpdesk agents perform according to the SLA as the software can be configured to work in accordance with the agreement. It ensures seamless services at all levels, whether it’s opening a ticket, resolving a query within an estimated time period, or ensuring complete customer satisfaction. In order to facilitate the best organizational practices, you can also configure a helpdesk system as per company policies.

3. Omnichannel Communication

Do you know that nine out of ten customers prefer communicating via messaging app over other communication platforms? This validates the point that you cannot rely on email or telephone calls to get helpdesk requests. You must take steps toward integrating live chat mediums like Facebook Messenger, WhatsApp, Snapchat, and others. The helpdesk software works on the same omnichannel model.

omni-channel communication

It allows service desk agents to communicate via different mediums – emails, chats, telephone, and others. The self-service portal further eliminates the need to create a ticket for most of the recurring issues and requests. And since a user gets regular notifications related to ticket status, there is no need to contact IT, helpdesk executives, again and again.

4. Enhances IT Support Staff’s Performance

Automation not only speeds up the service desk management software process but it also enhances the efficiency of the helpdesk team. Since most of the processes work in semi-automated mode, the helpdesk agents are in a better position to ensure adherence to best organizational practices. Right from meeting targets to ensuring end-user satisfaction, the support staff has the opportunity to handle everything with ease.

The presence of a knowledge base and self-service portal further relieves the workload of the support staff. The former provides the necessary resources to learn and resolve issues whereas the latter lets them handle minor tasks, such as resetting account password or accessing support history.

5. In-depth Reporting & Analytics

Besides facilitating an automated and efficient helpdesk environment, the service desk management system accumulates data and processes it to generate in-depth reports. This renders valuable insights into the complete support desk operations. The visualization tools project information in the form of interactive visuals, allowing you to analyze various key performance indicators.

Whether its analyzing helpdesk executive’s performance or decision-making, the reporting and analytics feature of a helpdesk system lets you adopt a data-driven perspective. This further helps you in addressing two major concerns – devising customer retention tips and enhancing the service agent’s productivity.

Service desk management software is the Need of the Hour!

As your business grows day by day, it becomes crucial to address internal and external service requests in an efficient manner. Time and money are the resources that you would not like to waste by using email or any other home-grown system. It’s time to evaluate your requirements and integrate a helpdesk system on a priority basis.

Sawailal Jangid is a Content Analyst at SotwareSuggest. He does researches and analyzes software to educate and advice to the business managers to streamline their business. In his spare time, he loves to do sports activities.

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