When you’re looking for help desk software platforms, you want something that will be easy to understand and interact with. Here’s what to look for in help desk software platforms.
1. Ease of Use
One of the most important aspects of the best help desk software is that it’s easy to use. You want your software to be simple to interact within all aspects from installation to configuration and everything in between.
People using help desk services are often dealing with issues they are unable to solve on their own, so having a clean, simple and intuitive help desk can ease much of the strain that comes with these kinds of issues. A help desk platform that is easier to use will also allow you to process help requests more efficiently and quickly, customize the software for more specific needs and better organize your IT department’s workflows.
2. Collaborative Tools
You want to make sure your help desk software is capable of both facilitating user communication and collaborating with your organization’s other applications. For user communication, seek out platforms that include features such as chat functions and forums where users can share information and discuss options and your IT department can collect user feedback.
For inter-application collaboration, it’s important to find software that is consistent with the rest of the software you use or offer. Look for software that you can customize to match your existing structures in style, content and code. You don’t want your help desk to look different or have different functionality than your other applications. Additionally, look for software that is capable of housing all your help desk needs on one dashboard for a clean, simple layout.
3. Consistent Updates
Because the help desk exists to aid users in fixing issues they experience in their workflows, it needs to be as up-to-date as possible. You can’t risk your help desk platform not having the latest information or solutions for issues users might come across. Make sure you schedule updates for your help desk software to occur at the same time as product rollouts or version updates. Updating your software concurrently will keep the user experience smooth and efficient because users who experience issues with new products or versions will be able to find answers right away.
4. Trial Periods
Seek out platforms that allow you to test them out with trial periods. You don’t want to feel like you have to commit to one platform without seeing how it works for your users and other applications. Before you commit to a platform, figure out what you need out of your help desk and see if that platform offers solutions to your needs. Ask your employees or a focus group of customers to test out the help desk software and get their feedback on its features and format.
5. Cloud-based Applications
Look for platforms that utilize cloud technologies. Because IT departments are often in charge of many disparate applications. The cloud can provide many advantages to supporting help desk software, including the ability to incorporate machine learning, make software updates quickly and test prototype functionalities.
6. Well-structured Applications
A help desk platform needs to be well-organized so users can find the information they need quickly and easily. The help desk platform should be designed to move users through the workflow quickly so they can get back to their own work. Look for platforms that offer formatting options such as search bars and menus. These kinds of options allow users to find specific information they need or find more general information at a glance.
If you find a help desk platform that allows employees or customers an easier time getting help with issues they experience, your entire user experience will become more successful and easier to use.