1. More than one person is involved with solving incidents If more than one person is involved in receiving and assisting with requests, you may be spending too much time explaining the situation and status back and forth. Help desk software could save you time.
2. You forget statuses of open issues When you were smaller, it was easy to remember that Jim was having a problem accessing email on his smartphone and needed to bring it to you, while Pat was waiting for a new mouse that was ordered. But when you deal with many requests simultaneously, you can’t be expected to keep a mental inventory. Scrolling through records or email threads is time-consuming. There are solutions that will automate this process.
3. Reporting is tedious If you need to report to your boss about how many tickets you handled, where the company’s biggest IT challenges are, how many hours you spent on a certain issue, or any other information that takes more than a couple of clicks to gather and analyze. Help desk software makes reporting accurate and quick.
4. Stuff falls through cracks Your email piles up, you do your best to get back to everyone, resolve their concerns, and follow up, but it seems like the proverbial cracks are getting bigger and more and more requests fall through. Plugs the cracks with the right software.
5. You don’t know your cost per issue Do you know how many resources (time, money, equipment, software) are used for each issue you handle? It’s easy to tracks your costs with the right system.
6. You repeat yourself to customers You find that people keep asking you the same questions and feel like a robot could give the same answers over and over again. The right software will help you establish a usable and informative knowledge base.
7. You can’t easily scale The thought of having to deal with more people or more issues is daunting. Get a solution that’s flexible, scalable, and agile and can accommodate when you need to grow.
8. You manage multiple spreadsheets, email threads, and post-it notes about the same issue Having different information in different places is a source of frustration and ultimately, costly mistakes. Look for a solution that will keep all relevant information, statuses, and feedback in the same place.
9. You aren’t mobile enough In today’s business world, operating out of the office is a must. You need to be able to access information and paperwork on a mobile device or a web browser no matter where you are. If your boss needs reports while you are out of the office, you need to be able to deliver. Help desk software enables you to be mobile and responsive.
10 You have no idea if your customers are satisfied You only hear from your customers when they have a problem. Perhaps some of them thank you for helping them, but do you truly know if they are satisfied with your customer service, speed, and the information they got? Wouldn’t it be nice to automatically survey customers and track the results?
Ophir
