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Which Help Desk Software is the Right Help Desk Software?

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Which Help Desk Software is the Right Help Desk Software?

March 26, 2015

  By Steve Anderson, Contributing TMCnet Writer

We live in an environment that has probably never had so many choices. From which car to drive to which brand of peanut butter to eat, our lives are laden with options at virtually every turn. Help desk software is no different, and a new report from the Huffington Post (News - Alert) recently took a look at how to determine just which help desk software options provide the best fit for a business' operations.

The help desk, in recent years, has fundamentally changed. New technologies have emerged, and new uses for technologies new and old alike are driving some of these changes. The mobile workforce means help needs to be delivered to users both on and off-site, and the bring your own device (BYOD) phenomenon means help desks may have to deliver help to unfamiliar devices as well. That means that helpdesk software in turn must be ready to support a wide number of use cases, and that's led to more than a few complaints.

Indeed, complaints about helpdesk software are common. But in these complaints lies a measure of how to find the best in helpdesk options. For instance, almost one complaint in four—24.6 percent—was related to poor user interface (UI). Another 21.3 percent of complains came from “missing features”, and from there, only one other complaint could garner over 10 percent of the total, a lack of help or documentation at 11.5 percent. Complains from there were less than 10 percent of the whole, and ranged from bugs in the software to difficulty in logging in to overall expense.

So when looking at help desk software, trends emerge to help determine the best route to take. For instance, a focus on performance is going to prove a clear boost here. With almost one user in four complaining about the user interface, making a simple, easy-to-use piece of software is likely to go a long way. Same with missing features and a lack of documentation; if software is easy to use at the outset, who needs documentation? Quality communication between buyer and seller can also be a huge help; many common complaints addressed issues of communication, so being ready on that front can mean a big difference between loved or hated software issues. A set of frequently asked questions can be a help too; the value of self-service tools isn't to be underestimated. It's not to be relied upon or offered as the only option, of course, but allowing users to solve some problems without having to talk to anyone can be a major boost.

The key takeaway here is that finding the best in help desk software is a process that needs to start with the makers of help desk software. Knowing where others have found problems with help desk software will give other companies an idea of what to look for, while giving help desk software makers an idea of what to fix in future releases. That's why this information is exceptionally valuable for every side of the help desk software equation.

Will anyone take this advice to heart? Only time will tell just what kind of value this ultimately has, but it's already got at least a few companies likely thinking the matter over just a little more.

Edited by Maurice Nagle
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