How Service Desk Software Solve Support Problems?



Senior editor

Parul Saxena

Chief editor

Last updated: May 19, 2021

Whenever the word customer expectations pop up anywhere, somehow, we always visualize a customer walking around as a high-roller who compares you to elite customer support.

It’s somewhat harsh if you are a startup, but still, service support is just meant to be sleek that way. But things can get handled well in the matters of meeting customer expectations through helpdesk software.

Looking for Helpdesk Software? Check out SoftwareSuggest’s list of the best Helpdesk Software solutions.

New companies usually start giving customer support via email, which is rarely sustainable. It is not a wrong way, but a few months down the line, you’ll realize that your customers won’t email you often but instead love to live chat or text.

Since multiple agents are using a single email address to cater to customers, they end up jumbling the service of who took care of whom, how, and when to resolve the queries – a perfect recipe of disaster.

This is why a service desk software will help you out in sorting the internal as well as the external communication during customer queries.

What Exactly Does Help Desk Software Do?

The helpdesk software solution helps you execute core tasks dealing with customer issues or incidents efficiently. One can explicitly say that the service desk helps restore service operations into regularity and minimizes the adverse effect on business operations. But basically what it can do is:

  • Systematically handle customer questions and issues
  • Allows you to use multiple channel services in one (e.g., live chat, phone, email, texting)
  • Self-servicing capabilities which help in showcasing every team’s knowledge base at work internally and externally
  • Tracking and analysis of ticketing processes from opening the query to the resolution of it
  • Integrates apps, add-ons, and widgets in the present and integral to future growth.

Customers, as well as employees, expect seamless customer support for themselves that is personalized, convenient, and efficient. And this is true for small businesses and MNCs alike, which is why service desk software has been helping everyone to give an excellent communication base.

Service desk software goes around by many names such as help desk, ticketing system, service desk, IT service management, help desk tracking software, etc.

You may know it by one of these many names or by the term that your company even uses internally, but it is termed that way for the purpose it was created – to help solve support problems. Every IT organization face tons of challenges daily, but service desk software can help you tackle the following challenges.

Also, Read: Bug Tracking Or Helpdesk Software: Which is better?

Service Desk Software Helps Solve Almost Every IT Problems

  1. It Support That Lacks Structure

Most of the organizations lack a standardized process of handling problems and fixing issues. An employee raises a ticket; it gets assigned to someone and then that someone fixes it-the end.

Such a structure lacks rhythm on how it actually gets done. A service desk, on the other hand, will create a robust structure integrating your IT help desk and IT support procedures. It will help you define and correct all the formal workflows of repetitive tasks by streamlining them with automation.

For instance, tickets of specific departments can be directed towards individuals based on the employee’s skills and experience in solving them. You can as well try to automate the ticket distribution based on the specific keywords that show up in the tickets and notify the ticket-resolver or the ticketing team. This way, you can escalate the tickets to the designated staff as the deadline approaches.

  1. Filter out What Works and What Doesn’t

Organizations often cannot distinguish right or wrong procedures to help them solve tasks if they don’t have a comprehensive IT service management strategy (ITSM).

A service desk tool can help filter out all the processes, providing intelligence resulting in which activities can be quick to solve, and which ones have the most significant impact on the system’s performance. This way, you can boost productivity by creating a set of best practices for common problems that arise.

  1. Measuring Staff Efficiency Is Challenging

Employee idleness in between customer sessions or time spent in menial tasks hampers us from measuring the actual effectiveness of the resources. Service desk software, on the other hand, allows you to assess the productivity of your personnel in the most excellent way.

For example, many of the advanced systems, such as service level agreements, enable end-to-end tracking of time spent on each incident. Managers will know then when to step in if issues take too long to resolve and allow the employees to identify areas in need of improvement.

  1. Use the Support Team on the Right Tasks

Qualified IT resources are already hard to recruit, and businesses need to see to it that they utilize the already hired IT staff to their full potential. Following up on routine inquiries from employee’s requests is not the most effective use of their time.

Service desk software, on the contrary, provides employees with a variety of status-check features that will allow them to troubleshoot and correct everyday problems on their own.

This will, in turn, free up your support staff from everyday issues and help them focus on urgent tasks. You can even integrate the help desk software with the employee service portal to discourage walk-ups and helpline phone calls.

  1. Difficulty in Tracking Repair Histories

Organizations that have standard IT service management policies may be able to store data about incidents and resolve them timely, but how often can they trace back the details to the actual systems involved? Manual ITSM policies create limited visibility into the assets’ histories and also create hurdles in making informed decisions to tackle similar situations.

With an IT help desk solution, you can unify the whole IT management environment and maintain complete histories of all the issues of their technology infrastructure.

  1. Multiple Silos to Service

Organizations that want to give the most customer support tend to work through various channels like web, email, phone, etc. Some of these channels are even managed by different departments and use multiple project management platforms.

Thus, it often becomes challenging to manage all these networks in a consolidated manner to make the technology talk. A service desk software helps you unify the information generated from all the channels to make it easier for you to monitor, control, measure, and document procedures. You can create a service catalog item, automize notifications with complete workflows for each department.

Final Thoughts

Fetching the right service desk software will help your customer service personnel identify the best insights needed to analyze trends, fulfill tasks on time, and satisfy all the customers.

Not only will it help your team get better ideas, but it also helps recognize underlying problems that always keep coming upbringing opportunities to improve the team’s performance.

An ideal service desk software will boost your team’s service delivery by assisting with built-in reporting tools to monitor their progress and improvise for the same through practice dashboards. This is how service desk software helps to solve support problems.

Chanchal Soni is a Growth Hacker and CRO Specialist at Appitsimple. She has experience in digital marketing, social media, content strategy, and marketing communications. Lover of huskies, the ocean & Boston sports.

Recent Posts

No posts found.


Please enter your comment!
Please enter your name here

Captcha loading...