Factors that Companies Looking for IT Helpdesk Ticketing System Must Consider

The demand for AI-powered helpdesk software has increased rapidly and understandable so. Businesses are realizing that manually managing support requests via emails costs them a lot of time and resources that can be spent doing other important work. They need automatized helpdesk support, and these automated software tools drastically improve their efficiencies. 

Globally, the helpdesk automation market is set to be valued at over $11 billion by 2023. Unlike in the past, the current market offers businesses multiple options. Sometimes just checking out the reviews these helpdesk automation software companies receive on their websites isn’t enough. Companies must set a standard of expectations and requirements that complement their organizational structures. A standard virtual helpdesk should be able to – 

• Converse with employees and help them identify the key issues on their systems. 

• Send auto-responses to employees whenever a ticket is created.

• Resolve tickets in a time-efficient manner. The virtual assistant should receive unlimited support tickets.

• Prioritize tickets on the basis of urgency and importance. 

• Send file attachments, labels, ticket bookmarks, and other details to employees.

• Use platforms like live chats and surveys to collect vital data. 

• Create automatic ticket routes for human agents to avoid piling up of tickets. 

• Send canned responses for uncomplicated requests (e.g., password reset requests). 

On average, every minute spent resolving service desk requests costs businesses $2.13. The benefits of these automated helpdesk software tools cannot be undermined. However, if these tools can’t offer these basic features, companies may regret investing a lot of money into them. Some unavoidable qualities and features that companies must look for in these tools include –  

Integration

The helpdesk software should be able to communicate with other important software and programs used by the company. These tools should integrate with the company’s CRM and analytics programs. 

Some large-scale companies have special information management systems. The helpdesk software must integrate with these custom systems as well. Easy integration with these tools ensures that the software can support other important functions of the business’s service management team.

Constant Improvements

Companies looking for IT Helpdesk Ticketing System should choose tools that are powered by Artificial Intelligence and Machine Learning programs. These programs help improve these tools in terms of efficiency over time. They can improve their auto resolution skills over time. Wouldn’t it be wonderful to get better IT solutions with every ticket? That’s what these AI, and ML-powered ticketing systems guarantee. The ticket analyzing tools improve their assessments over time. Virtual Assistants are able to assist employees in much better ways over time. The AI-driven management system ensures that trends in requests can be immediately detected and assessed. 

Scalability and Localization

The system must be flexible enough to account for business growth. As companies grow, they need more employees, bigger support technician teams, and many more end-users. Helpdesk software needs to be scalable and localizable. If a business expands to an international location, the helpdesk software should offer support in multiple languages.

Security

IT helpdesk ticketing systems oversee extremely sensitive company information. They need to be impenetrable and offer data encryption features. The system must ask for permissions before accessing important data. The helpdesk ticketing system must support the important authentication mechanisms so that it can offer multi-level support to different members of the organization while maintaining data security. 

Updates

The provider of the IT helpdesk ticketing system must update the software regularly to ensure there are no bugs or technical issues. The software must be up to date with new technologies in the market. Employee needs evolve over time as well, so the helpdesk software must be able to evolve.

How to Make the Correct Decision

Companies need to select an IT helpdesk ticketing system after considering these basic factors and certain organizational needs. Bear in mind – having a top-quality IT helpdesk ticketing system can severely improve an organization’s efficiency. Similarly, having low-quality helpdesk software can cause many challenges for the company. Companies must ensure they’ve made the right selection by – 

• Listing their essential helpdesk features. Treat all non-essential helpdesk features as added bonuses. By focusing on their core requirements, businesses can create shorter lists of candidates. They should involve other members of the workforce in this decision as well. 

• Make sure the helpdesk software meets legal, technical, and compliance requirements. 

• Create a helpdesk software assessment team that can focus on exploring various IT ticketing systems in the market to make the correct decision. The involvement of help desk power users and a senior leader in this decision-making process is very important. 

Efficiently trialing helpdesk ticketing systems is difficult as organizational needs evolve over time. While evaluating their options, companies shouldn’t just focus on how much money the helpdesk software will save them. Instead, they should focus more on the time-efficiency and technological qualities of these tools. The market is full of exciting IT ticketing systems. Businesses just need to explore their options properly!