helpdesk ticketing system
That's the Ticket: Finding the Best Helpdesk Ticketing System for Your Business
Providing the right levels of customer service takes dedication, time, and personal interaction. For small businesses with only a few clients, this task can often be managed by a handful of devoted service representatives. However, with internet technology opening up new worlds of buyers, even small businesses are finding that their customer base is growing beyond what conventional service agents can handle.
Software tools have been developed to help take some of pressure off of overburdened service representatives. One such tool is helpdesk ticketing system software.
What is a Helpdesk Ticketing System?
When customers have problems with a product or service you offer, they contact your business looking for a resolution. Helpdesk software makes it possible to provide direct support to an almost unlimited number of clients. Helpdesks function much like call centers, except that helpdesks can also be used to resolve IT-related problems within your organization.
When someone contacts a help desk, they submit what is known as an electronic ‘ticket.’ This ticket is basically a request for support. Once the ticket has been received, the helpdesk staff assigns someone to to the account in the order that it is received. The entire process is organized and automated. Helpdesk ticketing systems for small businesses allow organizations with limited resources to provide effective support for potentially thousands of clients and employees.
What are the key features of an effective helpdesk ticketing system?
Small businesses depend on satisfied clients and repeat customers. With that in mind, there are certain tasks that an effective helpdesk solution needs to be able to perform, beyond simply managing support requests.
Clients aren’t interested in waiting for your business to be ready for them. If they have questions or concerns that you are not equipped to address, they will go elsewhere. So, if the question is “when is the best time to implement a helpdesk ticketing system?” the answer is always “as soon as possible.” Because of this, the best helpdesk ticketing system solutions are those that can be set up and put to use immediately.
Out-of-the-box solutions that can be up and running within hours (rather than days or even weeks) mean faster resolution of client and in-house issues, which means better profits for the businesses that use them.
Of course, just because a software solution can be implemented quickly, it doesn’t necessarily mean that it’s a perfect fit. The best helpdesk ticketing systems allow for in-depth customization, configuration, and enhancement. So, when you commit to a helpdesk system, you can be sure that it’s optimized to meet your needs, specifically. And should those needs change, the software should be able to change along with them.
And speaking of change, your business shouldn’t have to just to take advantage of helpdesk ticketing software. Helpdesk solutions that can easily integrate with your existing programs, systems, and processes help make sure that you won’t have to reinvent your organization just to ensure better customer support.
Finally, the software should be able to consolidate support cases from every channel a customer might use. Whether the contact comes via email, your website, social media, etc., your helpdesk ticketing system needs to be able to automatically process and log the request. This ensures that no clients ever fall through the cracks of your system, because the cracks won’t exist.
Considering these factors, finding the right solution may seem like a difficult task. It doesn’t have to be. A detailed helpdesk ticketing system comparison will show you which solution has the power and versatility to optimize your small business’s support capabilities. Salesforce Desk.com is that solution.
|Customer Health Monitoring||Yes||N/A||N/A||N/A|
|360 degree customer integration||Yes||Limited||N/A||N/A|
|Small to Large Scalability||Yes||Limited||Yes||Limited|
|Free trial||Yes||Yes||Yes, Limited||Yes, Limited|
Desk.com is Customer Support Upgraded.
Salesforce Desk.com takes customer support to the next level. As a completely cloud-based, online helpdesk ticketing system, Desk.com can be accessed on any authorized platform or device, and users can access the same, up-to-the-minute data, automatically synced in real time. Desktop, laptop, or mobile device — no matter what you or your employees use, Desk.com is there. And that accessibility doesn’t end with employees; Desk.com is capable of consolidating cases from every media channel your customers use.
Universal access via the cloud means unmatched support collaboration, where everyone in the company can help customer have the the kind of experiences that turn them into brand ambassadors. Additionally, Desk.com’s intuitive, data-visualization user interface gives users the power to assimilate important customer and support data at a glance, reviewing client profiles, editing information in bulk, creating automated responses, and more, all with ease.
All of this is accessible right out of the box, while also offering nearly unlimited customization and configuration options, and is protected by the high security standards that help define the Salesforce brand.