Eight Attributes Of The Smart Help Desk

IT help desk tools are essential for any organization. Businesses use them to improve customer service, reduce costs, and respond more effectively to customer complaints. It also improves regulatory compliance and keeps key members of management in a loop.

There are many help desk support services tools available in the market, but how do companies choose the right one? The answer is simple. The smartest help desk tools are great. Look for these features in your smart help desk tool.

Request An Automated Workflow. Manually record information and requests in spreadsheets and consider inventory with manual keystrokes - sticky note days and workarounds are over. With effective help desk tools, IT specialists can save time with automatic ticketing, workflow validation, and change management. IT departments work to maximize productivity by providing expert insight into difficult tasks, as well as simple password resets and repeated feeding of simple answers to common problems. 

Establish Important Rules And Parameters. Do you want your tickets to reach the right people on your IT staff? Smart help desk tools can help. If your company manages industry-specific assets and your IT department has one or two masters, help desk tools can automatically generate tickets and assign them to the right people. This speeds resolution and improves the end user experience.

Troubleshooting Control. Requests for services come from a variety of sources. IT reconciles them to email, phone, online portals and multiple conversations. Smart help desk tools use any of these tactics to automatically generate tickets. For example, when you send an email or call the helpdesk, tickets are automatically created and assigned. Smart online portals don't need a lot of information. End users simply touch the appropriate icon (software, hardware, permissions, etc.) and IT receives tickets and asset history.

Track Your Performance. Do you want to know the performance of your IT department? Help desk tools are useful for performance evaluations and training. By providing each technician with important metrics, companies can take steps to improve their productivity. IT leaders can provide targeted training when response times are slower for certain requests than for others. Follow-up by appropriate specialists will also keep the department running smoothly.

Delete The Report Recurrence. Creating spreadsheets of raw data and assembling it in a way that management can understand is tedious. Few people have the time or the patience to create user-friendly reports. Frankly, this process can be time consuming. Help desk tools can organize large amounts of raw data into data summary charts, providing snapshots of long-term trends and valuable feedback. Examples of available reports include:

• Duration of the service request
• Technical performance

An overview of ticket status that allows administrators to see the most common issues

The report helps administrators create FAQ sections and guide additional training. Alerts also help keep customers and management informed when requests take longer than expected.

Provide Remote Assistance. Our business is becoming increasingly global and our employees work at remote locations across the country. Your business can span hundreds or even thousands of geographic miles. As a result, IT teams may need to connect to desktops remotely to troubleshoot system or network problems. The smart help desk has the option of remotely accessing your workstation directly from the created ticket. Integration with remote access software opens up the possibility of remote assistance in real time.

Load ITSM functions. Help desk tools are always smarter with additional IT service management (ITSM) features like:

• Web portal with intuitive ticket function
• Directory authentication
• Import or export of data
• Direct links to the knowledge base and ticketing assets
• Phone app
• Tracking the workload of each specialist

Take Advantage Of Our Knowledge Base. Help desk tools always need a knowledge base, but smart tools go one step further. Query data from our knowledge base can guide you in creating the FAQ section and improving the self-service aspects of your software. End users can solve more problems on their own, freeing up IT specialists to work on issues that deserve their expertise.

Wondering how smart the current help desk tools are? If so, consider how well it integrates with other services, reducing the simple tasks of your organization. Is there a perfect integration with asset management? Does your current help desk also allow users to solve common problems by themselves? Do you want to automatically generate meaningful reports for business owners and stakeholders? If the current tools on your help desk aren't smart enough to do more than that, it's time to upgrade.