Learn how to determine the top help desk features to find which are most useful and necessary for your team.

1. 7 Key Features Of Help Desk Software
To Look For
The choice of help desk software that’s right for your organization is a major decision, and it’s
made even harder by the fact that there are so many tools available. With literally hundreds of
options to choose from, it’s not easy to figure out which one is best for your unique organization
— or even what makes a tool useful in general.
However, the truth is that a lot of help desk software makes a lot of promises but only delivers a
small portion of what you'll truly need in the real world. That's why, above all, you should
choose help desk software that actually fulfills your company's demands rather than one that
claims to. The issue is that it's not always clear which features are essential and which are
optional.
In case you're unsure what features to look for in help desk software, here are 7 must-have
features:
1. Automated ticketing workflows

2. Automated workflows help the support team meet service level agreements. Most companies
offer excellent customer service to their clients but struggle to deliver consistent and error-free
support services. This is mainly because each team member has their own set of procedures for
completing tasks at their end. Of course, it is almost impossible to follow a standard flow every
time you share a thread of information with a client. But, with automated workflows, routine
tasks can be performed completely without any human intervention as soon as you enter some
information about your query in the ticketing system. For any ticketing help desk system, the
ability to configure automated workflows is a must-have feature. You can utilize automated
workflows to route tickets, prioritize requests, manage the status of service requests, and send
users automatic notifications.
2. SLA (Service-Level Agreement)
Customer support services are key to any business' success. After all, with so many consumer
choice options available online, there's nothing better than a good customer support service to
retain and attract more clients. While establishing an efficient customer support system can be a
tough job, technology platforms do come in handy here.
You can set up an appropriate SLA (Service-Level Agreement) to help your service team
understand their responsibilities over the course of their work around the clock. An SLA is your
agreement with your clients regarding standard operating procedures. It lays down the expected
service standards that bind both you and your client to regularly monitor and review the agent's
performance measures or benchmarks.
3. Customization
You wouldn’t get a suit made to your measurements in 15 minutes, and why would you want to
work with a Help Desk software that wasn’t tailored to match your business’s needs? For
example, you might need to integrate with an existing 3rd party help desk solution or replicate
your partner program. Maybe you’re integrating it into a larger customer relationship
management system like ezeeDesk. Or, maybe you need more customization than most off-the-
shelf products provide. Whatever the reason, there’s nothing wrong with wanting a customized
help desk solution for your business –put your sales team in front of customers faster.
4. Portals for knowledge management
Every business is unique and you should be able to customize your help desk accordingly. You
must be able to develop your own knowledge management site so that it fits perfectly into your
marketing strategy. Knowledge-based articles, system user guides, FAQs, and informative
articles help establish your company’s credibility as a professional, knowledgeable player in its
field.
5. Self-Service

3. If your help desk does not have self-service features, you could be missing out on the benefits of
cost and time savings. So, as a user, look for self-service options to troubleshoot your problems
before resorting to customer service advisers. Essentially, support portals with multiple platforms
including FAQs, online communities, forums, and knowledge bases offer users answers to their
queries. Customer wait times are dramatically reduced. The benefits are directly linked to
customer satisfaction with the brand which reflects in self-service analytics. If a self-help portal
is effective the likelihood of a happy customer is high.
6, Customer ticket history
A quick glance at your help desk ticketing history would provide you with all the details of
customer interactions. This enables you to view a list of tickets raised by the same client. All
interactions between the client and your brand can be viewed under a single help desk ticket.
As a customer, wouldn't it be good if you can get a full view of all your interactions with your
brand? Wouldn't it be better if you can get a view of all tickets raised by you and also a view of
all interactions exchanged for a specific ticket? This gives you the opportunity to create a deep
understanding of your interaction with the brand.
7. Multi-channel deployment
Multi-channel customer support is the new norm nowadays. Customers demand a seamless
customer experience, so providing support to overall customer touchpoints (including social
media) is quite inevitable. Even though supporting multiple channels gives you a wider support
coverage, the fact that different channels provide different forms of communications can be
challenging to firms and their agents. So sometimes, it is not just about choosing the right
channel but also providing the right message.
www.technobase.in www.businessezee.com