Essential Features For Service Desk Software Tools
Service desks are an essential part of enhancing company performance. Creating a service desk system requires the right software. Service desk software tools are essential for the proper working of an IT support system. With many businesses offering software as a service (SaaS) it is important to be on the lookout for software services that best suit the company's needs.
Types Of Service Desk Software Tools
Many businesses use service desks. Each company is unique in itself and has different needs. There are different types of service desk software. Each has specific needs that it meets. Having a clear idea of each type of software and how they generally work, can make selection easy and specific to an organization's needs.
The different types of software are mostly clustered in pairs when they are types that can easily be differentiated and compared.
- Open Source
- Closed Source
- On-Premise
- Cloud-Based
- Enterprise
Best Practices For Service Desk Software
1. Full PotentialService desk software comes with unique features. It is important to make the most out of the features available. Do thorough research before investing in the software. Having many features that you don't need is wasteful. Similarly, having software that doesn't meet the majority of your needs will mean having to invest in many add-ons which will increase the cost.
Also, make use of features such as automation and multiple self-services to make managing the system easy and also less time-consuming. Find ways to reduce ticket volume such as increasing information-filled service portals for users.
2. User PortalTo make services readily available, create a portal for users. A portal is like having a wide variety of services in a central place. This can help connect users to several other links and services that they may be interested in.
Portals come with the added advantage of being easy to use. This makes it easy to navigate. Even new company agents can learn to use it fairly quickly. Another advantage of portals is that they come packed with a lot of information which encourages self-help. This generally reduces ticket traffic and enables company representatives to resolve issues with more efficiency.
3. Service Desk CatalogueUsers may not know where to go or what to do on a portal. A catalog provides a summary of what they can expect to find and even directs them on the next steps to take. It is important to select software that has this unique tool.
A catalog should be easy to understand and use. Therefore, instructions should be presented to avoid confusion. Catalogs will vary from company to company but some important things should be added.
- Name - The catalog should have a name identifying it
- Department - This gives specificity so that users know whether they are getting what they want or not.
- Tracking Process - Every organization has a way that they track issues. This section provides an overview to the user.
- Delivery - Users need to know what to expect when it comes to the delivery of services or products.
- Questions - This will direct users to the knowledge-based section or provide the means to contact an agent.
- Cost Of Service - An important question most users have is cost. This section can have details about products or services and their respective prices.
Many other items can be added to the catalog based on the specific needs of the company.
4. Knowledge BaseMost users prefer using given information rather than having to inquire. This is why having a good knowledge base is so important. Creating a portal that is full of insightful resources is very useful to users.
A service desk software that comes with knowledge-based integration is useful. It makes categorizing and organizing information within a portal fairly simple. It also means that users can find a wide range of information on various subjects in one place. Provide users with creative and helpful knowledge-based content such as FAQs, videos, infographics, and articles. It generally increases self-service to have a good knowledge base. It also means that users can have issues resolved without the additional assistance of company agents.
Wrapping It Up
Service desks offer organizations important support. Using IT, systems can be centralized and connected allowing several people to gain access to a vast amount of information.
There are many things to consider when investing in service desk software. Tools should add value to the company and therefore the software used is of great importance. Keep in mind the specific features that are necessary for your organization when making a choice.
Service desk software makes work easier for company agents. It helps them provide better quality work and to work more efficiently.