10 Features Every Helpdesk Ticketing System Must Have

Helpdesk ticketing software registers customer queries received from various platforms, assigns a ticket, sends information to relevant departments, and tracks changes on the same. Put simply, it helps in organizing, processing, and monitoring customer queries using a single system. Here are ten features that should be a part of an ideal helpdesk ticketing system.

 

1. Should allow consumers to relay their concerns through multiple channels

Consumers may prefer highlighting their issues via email, chat, app, social media posts, website form, or a phone call. The helpdesk ticketing system must support all these channels for raising a ticket. 

 

2. Option for customers to view ticket status

After highlighting their issues, customers prefer to keep themselves updated about how their complaint is being handled at various levels. Thus, the best way to make them feel more at ease is by allowing them to view the ticket status. 

An ideal helpdesk ticketing system must integrate with websites, apps and chatbots to reflect real time complaint status and selected notes to the consumer. 

 

3. Knowledgebase and self-help options

Most firms offer customer service during a specific timeframe, depending on the availability of call center executives. Several companies were even forced to keep their call centers closed during the recent coronavirus related lockdowns. Unfortunately, consumers may face issues with their products or services at any point and expect 24/7 assistance. 

In such situations, a helpdesk ticketing system integrated with self-help tools, FAQs, and a comprehensive knowledge base proves to be of great help for consumers. 

 

4. Integration with chatbots

The integration of Helpdesk ticketing systems with chatbots has made life easy for everyone. Chatbots can be programmed to categorize tickets depending on the consumer’s issue. They can route the ticket based on the complainant’s location, status, and nature of the complaint. 

In the absence of a customer service team, chatbots can assist users, identify the issue, categorize the same, and suggest next steps to consumers. It can also direct them to relevant pages on the self-help portal. Users won’t even have to submit a ticket and wait several hours for assistance. They feel capable and are less likely to seek human aid for simple queries in the future. Ultimately, this results in fewer tickets for associates. So, ensure the helpdesk ticketing system you choose can integrate with chatbots.

 

5. Various mechanisms for issuing notifications

A superb helpdesk ticketing system must have the option to send ticket related notifications to all the end-users automatically. If any changes are made to the relevant department’s ticket, the customers should automatically receive an email with a link to the company’s portal to check the details. 

 

6. Ability to integrate with other software

Most ticketing systems integrate with essential software like CRM and billing solutions. You can expand the number of features in the ticketing system if it supports third-party integrations. The feature also enables you to include additional functionalities to the helpdesk ticketing system at a later date. 

 

7. Option to customize service level agreement

After assigning the ticket to a representative, the resolution and response time needs to be set. The helpdesk ticketing system must offer the option to customize the SLA or service level agreement based on various criteria. The system should also automatically escalate the case further if the response time elapses without offering a resolution.

 

8. Generating reports concerning the success of the support team

Metrics and reports are crucial for tracking the success and output of the support team. Fortunately, the helpdesk ticketing system can track and gauge the quality of support offered by various departments.  

Such metrics highlight CSAT ratings for team members, overall resolution time, first response time, and every team’s busiest hours. Data can also help assess the total number of customers who preferred using knowledge base articles to independently resolve their queries. 

Understanding raw metrics collected by the system is worth several hours. While selecting the software, the firm’s acquisition and IT team should ensure the helpdesk ticketing system generates such information in a format that is easy to understand.

The feature to save custom views for repeated use, advanced filtering, and data export options are some of the most appreciated features that make data analysis easy. 

 

9. Single installation should support various locations

Some businesses have regional offices in various parts of the world. Thus, the helpdesk ticketing system should have the option to support multiple locations with different time zones, places, languages, and a list of holidays for offices. 

 

10. Compliance with security standards

The helpdesk ticketing system handles and processes confidential consumer information. Thus, features like role-based access to information, two-factor authentication for login, and secure data transmission are absolutely essential. 

Depending on the company’s areas of operations, the helpdesk ticketing system needs to be compliant with GDPR, HIPAA, and other regulations. A reputed software vendor like Smart Sight Innovations can help your organization with a tailor-made helpdesk ticketing solution or add necessary features to the existing ones. 

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