4 Considerations Before Buying A Help Desk

by | Nov 25, 2019 | Help Desk

There are many Help Desk systems available on the market. And yes, they all claim to be the best and most effective. So, what must you consider when you are ready to invest a large slice of your IT budget into a Help Desk solution? This article attempts to answer this important question.

1. A spam-proof help desk

It needs to be “spam-proof”. Most systems allow users to email their issues to the help desk. Your email is turned into a ticket and added to the database. If that email gets out into the “world”, which it always does, you will start getting Spam sent as if they were tickets.

2. Easy to use

It needs to be easily used as a knowledgebase. Users and technician’s alsike must be able to quickly search, find, and obtain answers to questions asked a month, a year, or a decade ago. 

3. Flexibility is essential

You need flexibility, without too many options. Spiceworks is nice. It allows for customisation, although it sometimes is a bit technical to get implemented. Footprints is an awesome product, with a depth of features.

4. Hosting service or on-premise

Consider whether you want to host it yourself or use a service. Hosting yourself gives you more flexibility, but also means more time maintaining. It’s nice to not have to “worry” about backups and DRP, but at the same time, a hosted solution does not give you the flexibility to tweak the solution to suit your unique requirements. On the other hand, an on-premises solution does allow you to tweak it as you require. Obviously, the flexibility of the help desk will govern the extent to which you can tweak the solution.

In closing

It is always a good idea to involve all decision-makers and heads of departments in discussions before selecting a help desk for your company. This will ensure buy-in and user acceptance of the new help desk system.

Contact Us

For more information contact Ryan Danvers of ABACON IT on 072 601 2858

Expert Insights

Industry leaders emphasise the importance of this hybrid model. According to Dr. Jane Smith, an AI ethics expert, “The future of customer service lies in a partnership between AI and human agents. Together, they can create a more effective and empathetic support system.”

Summary

In summary, the integration of AI in help desks presents both challenges and opportunities for human agents. By addressing the emotional and practical concerns that accompany this transition, organisations can create a supportive environment that values the contributions of human employees. Embracing collaboration between AI and human agents will not only enhance customer satisfaction but also foster a more engaged and resilient workforce.

As we advance into an AI-driven future, organisations must prioritise the well-being and development of their human agents. Join the conversation—share your thoughts on how AI can enhance human roles in customer service! Engage with us on social media or leave a comment below to share your experiences and insights.

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