Let’s talk about Online Help Desk Ticketing Systems from the introduction, key features to the best 5 that you can use.
Every business or organization needs to provide a certain level of customer service to grow and succeed. One of the golden rules of marketing is to keep your customers happy and satisfied. If their needs are met and their concerns heard, then they will value you and be loyal to your brand for a long time and will keep coming back. If they can use those services 24/7, then that is another plus.
Ticketing systems are designed for the sole purpose of not only ensuring that you hear every customer’s queries and problems, but it also enables your employees to perform at their best by using the most appropriate system and aptly dealing with customers.
What is a Help Desk Ticketing System?
A help desk ticketing system is a customer service tool that assists companies in managing their assistance and support matters. This system creates a ticket that accounts for customer inquiries and interactions, making it direct for representatives to fix complicated cases. As customer service is a never-ending task, your IT staff cannot manually handle and foresee every single complaint and file it away without making any mistakes.
Machines and software are specifically tailored to ensure complete elimination of errors and discrepancies. This system operates to reduce the paperwork and what could be hundreds of gruesome hours for employees to deal with.
How does it Work?
An online help desk ticketing system functions by generating a ticket that is merely a document registering the issue being faced by a customer. Recording requests are crucial for any ticketing or help desk system. User requests can arrive from a vast spectrum of sources, involving emails, calls, social media, the network or server, and also the infrequent employee walk-by.
Once transformed into tickets, a computerized ticketing system will then enable you to trace the request throughout its progression, from composition to solution. While the arrived requests are converted into tickets, a help desk ticketing system automatically catch as much information as feasible. This curtails the likelihood of errors and mistakes that frequently transpire with manual data entry.
An extensive help desk ticketing system can also distinguish incoming tickets into further manageable categories known as buckets. Segregating tickets into these buckets permits the IT technicians to address these tickets efficiently, coordinating them by team, preference, source, or user. Any number of buckets can be established, so the best IT technician is to give the right tickets at the right time.
An example, you cannot have your desktop team receiving tickets for server troubles and vice versa. Allocating tickets appropriately makes sure you’re wielding all reserves as smartly as possible. Distributing tickets in this manner will also let you and your team focus on tickets with higher priority without the disturbance of less important ones.
Key Features of a Ticketing System
Some vital components must be evaluated while selecting the precise online help desk ticketing systems. Some of the essential features to look for are:
Automation is a must-have for any ticketing system, regardless of the industry. Automation can conduct many tasks, from cueing you that a ticket response is required to directing a ticket to a particular user. It takes care of all the redundant actions without making any mistakes. It’s an incredibly powerful feature that works wonders and streamlines the workflow of IT workers.
SLA (Service Level Agreement) Status
It’s difficult to expect an agent to analyze a ticket and decide its urgency level. Tickets that require immediate action must always come first, and having the feature that can detail it for you is the need of the hour. With direct SLA information present right in the ticketing system, it gets clearer to prioritize tickets and avoid violations.
Tags pave the way for the simple organization of tickets, and you can promptly catch significant or standard problems. They can also be of enormous value within tickets by automatically proposing knowledge-based articles, depending on the tags appointed.
· Customizable Templates for Tickets
Not all tickets are similar. Select a system where you can develop various templates that can be loaded on command to make answering back to tickets even convenient. These templates can also be integrated as desired if the ticket has many concerns.
· Queuing Tickets
Many businesses tend to labor out of the same ticket queue. With isolated queues, your workers can regulate their tickets to be more productive and can also peek at the queues of their team members that require immediate attention.
· Custom Status Options
Ticketing, in general, does not come with an open and close option. Ensure that you are using a system with several status choices that you can suitably customize for your business. Emails can also be generated to deliver to customers automatically when the status of their ticket changes, alerting them that their case is being looked at. This not only makes the tasks of the employees more manageable but also puts the customer at ease.
· Multiple Channel Access
Customers should be able to communicate a ticket via email, call, or through an account that is enlisted with the company’s website and support system. The intention is for customers to still be able to forward their questions should one of those channels fall prey to any glitches or bugs. Some ticketing systems are further configured to accept chat messages sent by customers, making the communication aspect extra approachable. The easier to use it is, the better.
· Ticket Tracking
A ticket history must be filed away in the records to track the progress of a ticket, to provide support documents, and to trace where an issue originated from. Even if an individual ticket is resolved, it should remain in the system because you can never be sure of when you will need it again. Complicated issues arise all the time, so you should have a back-up.
· Grouping Related Tickets
Your IT technicians can maximize the usage of a ticketing system that permits them to sift through related tickets that comprise of FAQs or repetitive requests from those that are new to the system. Similar tickets may be collectively grouped so that it gets easier for help desk agents to put out a consistent reply quickly.
· Knowledge Base
Customers cherish self-service, particularly since 40% opt to use it because it empowers them to settle issues on their often without having to get additional help. While that may not always sound like an ideal situation, often times this method is much quicker for the user than it is to work with the IT team. An internal knowledge base can provide users with the chance to find the explanations and education they need on their own. It enables the users to be able to find a solution for themselves by consulting the articles made available in the knowledge base. That way, if a problem is simple to solve, it does not require severe action and saves you from tickets piling up.
Both users and employees will greatly benefit from an online help desk ticketing system that comes equipped with all these features. Customers will appreciate the comfort of being able to convey and relay their concerns while keeping up with tracking systems and updates. Likewise, the staff assigned to the ticketing system can respond in a timely and productive manner.
5 Best Help Desk Online Ticketing Systems for 2020
Here are the current 5 online help desk ticketing systems that you can and should be used.
Agiloft was first deemed to be an internal help desk software but has quickly become popular amongst customer support employees; this is due to the fact that it gives a portal that users can submit requests to any time of the day. If staff is not accessible, the system will record the request and dispatch a self-service solution as an instantaneous response before an agent follows up on the issue.
Another great feature is that it gives long term management remedies for issues that may be more problematic. It will launch assertive alerts if a ticket is left open for too long and needs to be rushed. This is quite beneficial for customer service teams that operate high numbers of technical support calls which frequently end up needing follow-ups. It also offers flexible payment packages.
- Great management utility
- Amazing integration
- Slow response at times
- Lack of support on some features
2. Jira Service Desk
Jira Service Desk will facilitate your support team to establish numerous projects for organizing and processing tickets. If you need to provide support for varied products, sectors, or departments, you can develop service desk projects for every topic, and have your users submit their queries by using the assigned email addresses.
This system lets you construct a knowledge base to file your internal documentation. Users can accordingly self-serve and resolve simple problems, enabling your agents to concentrate on deciphering more complex and prioritized tickets. It provides a trial period of 7 days on both standard and premium subscriptions of monthly payments.
- Tackles big projects smoothly
- Progress monitoring
- Can be customized
- Multiple layers of user settings
- Difficult to use
- Modifications take time
While ngDesk is dedicated to giving the best services to customers, it pays special attention to the needs of employees to guarantee a cohesive and robust performance all around. No two IT technicians can have a precisely identical workflow; this system understands that and modifies its ticketing towards particular agent preferences. Agents can customize their inbox and prioritize data that is most relevant to them. Since the interface is wholly personalized, they can rearrange their workflow for maximum efficacy, and eliminate any distractions.
Its analytics tools can be utilized to gauge the team’s overall performance. It can evaluate metrics like employees’ productivity and customer satisfaction levels, wielding the data-directed insights that are pre-installed on this system. These added features bring the upper management and frontline agents closer together while ensuring the best service provision for customers. It is available for free in general, but it does have some premiere features that require payment.
- Smooth navigation
- User-friendly interface
- Highly responsive support team
- No network monitoring
- Some integration restriction
HappyFox categorizes tickets based on their priority level and then arranges them according to pre-determined standards so that every queue is related and supervised in a practical way. Email templates aid to oversee redundant queries, and you can customize these templates to confirm an applicable answer from support team members to customers. Each ticket includes a running log of strategies applied so that all team members can observe the revisions taking place.
This system offers industry-standard protection features for governing and cataloging customers’ data. These characteristics entail SSL enabled help desk, encryption, role-based permissions, and restricted access based on IP addresses to ensure maximum security. HappyFox is accessible on a monthly subscription.
- Impeccable ticket organization
- Clean interface
- Quick and easy access to tickets
- Easy setup
- Logging issues
- Some limitations
5. Mojo HelpDesk
Mojo HelpDesk is a system that is suitable for businesses of all sizes as it enables users to organize automated ticket responses, custom email templates, and ticket tracking. It assists supervisors in the product, IT maintenance, customer service, and execution domains to monitor internal support problems and customer support. Its basic features comprise of ticket administration, user organization, automation, security, and reporting.
It also delivers an execution metrics dashboard, storage organization, and a knowledge base feature. Agents can regulate tickets by establishing ticket forms, allocating, revising, and eyeing open tickets. Users can approach an overall execution that tracks time and gives summary reports. Mojo HelpDesk is available with both monthly and annual subscriptions as well as a free trial period.
- Multi-platform application support
- Has a free trial period
- Provides detailed input
- Duplicate tickets
- Limited appearance options
Profits and higher revenues are not the only vital components of a prosperous business; high customer satisfaction and productive workflow of the people within the organization also guarantee success.
Formulating a system that warrants an organized and well-managed working atmosphere goes a long way in achieving company goals.
Hope you find the answer or the information you were looking for in our online help desk ticketing systems article.