
Help desk ticketing is a priority for every organisation. Some organisations prefer an internal ticketing system to help them manage incoming tickets and improve their performance. Let’s look at the considerations you must balance when selecting ticketing software.
The pros
Purchasing ticketing systems software rather than developing one in-house has benefits. Some long-term improvements in service and ticket resolution may offset the up-front expense of purchase and installation. Here are the pros of using ticketing software.
- The platform you choose should help your team handle more daily tickets than they could. Many popular systems include ticket management tools and other capabilities to improve your service’s efficiency.
- Ticketing software is designed to work on multiple platforms. It allows you to handle service requests based on social media keyword usage 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, and 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“
The Cons
Overall, ticketing systems software is necessary 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 will not help.
- 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.
- When you add new ticketing software, your goal should be to improve the customer experience with your help desk. Your employees and clients will need time to acclimate to your new system.
- Software ticketing systems may not work the same as your current system or seem as natural, especially at first. It would be best to prepare to encounter some snags while implementing new software.
- Finally, any software purchase is an expense. Upgrading your ticketing software may pay for itself over time, but you’ll need 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 ticketing system software for your needs is an excellent long-term investment. The key is to understand the pros and cons and your own needs so you can make the choice that’s most likely to help you and your customers.
For further reading, browse “When to Start Considering A Help-Desk“
If you want more information about BMC Track-It!, leave a message, and one of our technical consultants will contact you.
Contact Us
For more information about help desk software, contact Ryan Danvers on 0726012858.
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