We live in a time where the daily operations of many businesses hinge on various tech. The good news is that this makes things more streamlined than ever. The bad news is one hitch in the system derails said line. Some businesses have contingencies in place for when things go wrong. When this happens, how many manhours get lost waiting for systems to be repaired? Help desk software may seem like a luxury rather than a necessity, but it is important to see exactly how beneficial it can be.
The Tech Issue Process
To be clear, no matter what field you are in, you likely have some kind of reliance on technology. Businesses use all kinds of systems to both service their clients and communicate with employees. Educators use tech to better teach their students and cut down on some of the logistics that come with modern education. Even the self-employed often use technology to fulfill roles where others would need to bring on another employee.
Now, imagine when things go wrong. Sometimes, it is a simple issue that takes 5 minutes to fix. Other times, you can lose valuable manhours figuring it out. Now imagine extending that further if you need to bring further help from an IT professional when the issue is out of your hands. Duplicate that time further the more software systems you use, as each one has its own potential to go wrong, be it from user error or issues out of your control. This may not be time you have to lose. This is the biggest value of help desk software: bringing the same efficiency to your IT solutions that tech brings to the rest of you business.
Beyond When Things Go Wrong
Perhaps a manual support system has been working well for you so far. At the same time, there is a limit to how far this can go. For example, as we mentioned before, a system with many components has many different ways to go wrong. As a result, IT professionals need some sort of method to keep track of various issues as they arise and meet resolution. However, this can sometimes not be enough. When your IT staff find themselves missing important requests due to email burial or other issues, the time has come to find another way. Many modern help desk software systems not only have systems to help keep requests organized and prioritized, but also email integration so customers and employees alike have the means to keep in the loop. This can even apply to other channels.
Another thing to be mindful of when it comes to help desk software is that a good system limits bloat. By this, I mean that many businesses, in an attempt to save money, you a piecemeal selection of support tools. In theory, they think they are managing to get ahead, but they may actually be kneecapping themselves. Multiple tools mean different opportunities for error, both due to incompatibility and human error.
In order to find an idea help desk software suite, it’s all about the features. Some of the features you want to keep an eye out for include:
- A proper knowledge base. This means that you can store helpful tips and insight. Perhaps you plan on targeting issues yourself. Maybe you just want the means to record how things get solved. Either way, this helps you stay on top of problems.
- Seamless integration. All too often are there stories of systems changing in order to integrate a new piece of software. It’s one thing if your current system has errors and inefficiencies. But if you are simply outgrowing your current help desk system, this should be an improvement, not a hassle.
- A scalable platform. In the same vein, if your business grows or integrates new software, you want to be able to stick to what you already have.
- Depending on the type of business, you have many issues that pop up just as part of the nature of operation. The ability to compile reports regarding this could be very valuable for guiding the way you use said software in the future.