Help desk ticketing is a priority for every organisation. Some organisations prefer to use an internal ticketing system to help them manage incoming tickets and improve their performance. Let’s take a look at the considerations you have to balance when selecting ticketing software.
There are benefits to purchasing ticketing systems software, as opposed to trying to develop one in-house. The up-front expense of purchase and installation may be offset by some long-term improvements in your service and ticket resolution. Here are the pros of using ticketing software.
- The platform you choose should help your team handle a higher volume of tickets per day than they could on their own. Many of the most popular systems include ticket management tools and other capabilities to improve the efficiency of your service.
- Ticketing software is designed to work for multiple platforms. That means you can handle service requests based on keyword usage on social media and other metrics.
- Mobile support is a must for every enterprise help desk. The top software options allow for seamless service whether the user is on a desktop or mobile device. Some also come with mobile apps.
- Tracking your ticketing statistics and data is essential to improving your performance. Your ticketing system should make it easy to order reports, and make improvements as needed.
- Finally, your ticketing software should improve the quality of your service by making it more personal.
You may also want to read “Key Responsibilities of The IT Help-Desk“
On the whole, ticketing systems software is a necessary tool for many enterprises, however, there are some potential downsides to consider. Here they are:
- The first obstacle to consider is the quality of the software’s knowledge database or the ease with which you can integrate it with your existing knowledge base. Investing in a system with sub-par capabilities won’t help you.
- Another downside to software can be its usability and the learning curve required to adopt it. If your help desk is running like a well-oiled machine, you may experience a (temporary) setback when you transition software.
- The goal when you add a new ticketing software should be to improve the customer experience with your help desk. Just as your employees will need time to acclimate to your new system, so will your clients.
- Software ticketing systems may not work the same as your current system or seem as natural, especially at first. You should be prepared to encounter some snags as you implement new software.
- Finally, any time you buy software, it’s an expense. Upgrading your ticketing software may pay for itself over time, but you’ll need to have the capital to buy it.
For more information, read “5 Reasons Why the Help-Desk Cares About Information Security“
A final word
Ensuring you have the best-fit ticketing system software for your needs is a good long-term investment. The key is to understand the pros and cons and your own needs, so you make the choice that’s most likely to help you and your customers.
For further reading, browse to “When to Start Considering A Help-Desk“
For more information about help desk software contact Ryan Danvers on 0726012858.