The tried-and-true standard for tracking help desk support tickets is through email. Nearly every business computer comes with some form of email software already installed in the operating system, and if one is not present, they are not hard to find. This makes them a simple choice for businesses that want to provide support and need a standard method of following help requests.
A recent blog post at Business2Community asserts that, for all its benefits, email can still fall short of dedicated help desk software, which is made for that specific task. Perhaps the biggest benefit that help desk software offers is the ability to centralize tickets. When a client requests help from a company, he or she does not always know who will answer the ticket. And, often there are many agents who can solve the problem in question. This method of “one ticket, one agent” style of answering customers can work for email, but it breaks down when complex issues arise that require the help of multiple agents or managers. Dedicated software can provide a centralized location where any changes made to that help ticket – by agents, team leaders and managers – will all show up in the same spot.
This leads to another feature that email cannot touch, continuity. When tickets need to trade hands, there is path in the software that shows where the ticket left one hand and entered another. Anyone with privileges can see those changes, and that can be essential to following the efficacy of support.
Support software can also show how big a business is with an online presence. Software that offers any size business, even those with a handful of employees, can display a Web-based presence that offers a portal for ticket submission and often a list of FAQs for self service. Options such as those can make businesses look as big as they actually are (multinationals) or bigger than they actually are (small, local businesses). Neither of which is bad thing when it comes to customer support.
Businesses can perform nearly instant upgrades to their images and efficacy by making the switch from email to dedicated software. Beyond the reasons listed in the aforementioned blog post, the switch to modern software can make the lives of employees easier and the operations of entire businesses more efficient. Therefore, the happiness of employees can grow alongside the effectiveness of troubleshooting. On both ends of the scale, there is improvement. This leads to more efficient operations across the board because customers know they can either solve their own issues with self-service portals or feel free to contact business agents who will have no trouble solving their problems. Customers will become more dedicated to their brands, and brands will have more time to focus on making their products better rather than wasting time sifting through seas of emails to address basic concerns.
Edited by Maurice Nagle