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10 Signs You Should Invest In Help Desk Software

Published on 18 May 14
You help people solve their technical difficulties. They call you in the office. They call you at home. They call you on the weekend. They text you. They email you. They catch you in the hallway. It seems like the technical problems are infinite; but your time definitely is not. You may have tried software to help you organize. You may have tried systems to help you prioritize. You may even have a template or two for common issues. But, how do you know when time has come to invest in help desk software?

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?

Help Desk Software to the Rescue

Do any of these signs apply to you? Do all of them apply to you? Help desk packages can help with all of these and more. A high quality IT help desk solution will help you manage incidents and assets, communicate with your customers, maintain a knowledge base, monitor and prioritize your IT tasks, and easily report on any of it.

Help desk software takes care of everything else so that you can just help people solve their technical difficulties.
This blog is listed under Project & Service Management Community

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