The Best Features for Helpdesk Software

Helpdesk software and remote support software are two items that are becoming essential to maintain peace and flow within a business. Many companies offer such software. Choosing the right product truly depends on the type of business you have, and the needs of your specific business. The following are five common features in helpdesk software:

Automated Ticket Conversion

Automatic ticket conversion is an excellent feature to have in your helpdesk software program. This smart features can take income emails and automatically convert them to tickets so that your repair team can start working on customer issues immediately. That’s not the only amazing feature about this software, however. It also knows how to separate the tickets into groups and escalate the ones that need immediate attention. Email reading and conversion allows your business to flow without taking time away from workers.

SMS Email Notification

The response time to consumer issues is extremely important. You can lose customers by not answering their issues fast enough, and you can gain long-term customers by doing the opposite. SMS email notification sends text messages to your cell phone when a customer sends an email with a question or problem. You can then escalate the issue from your mobile phone and get the appropriate department working on it immediately. SMS notification speeds up the customer service process by alerting you no matter where you are.

Comprehensive Knowledge Base

A comprehensive knowledge base is an amazing solution for consumers who like to try to solve problems themselves. Customers can start typing in their problem and receive a number of suggestions and information. The knowledge base is a feature that also takes the weight off of the customer service team by giving the customers the opportunity to explore online problem solving. The effectiveness of the feature depends on the amount of information that you program into it for your customers to search.

Ticket Tracking

The ticket tracking process is one that gives the customer and the company peace of mind. You can receive a tracking number for each trouble ticket you provide. You can then answer questions that the customer may have about the status of his or her trouble ticket. You no longer have to call different departments or guess what’s going on with a customer’s issue. The tracking system will tell you exactly who is looking at the ticket and if that person is resolving the issue.

A wealth of features exist in helpdesk software. Consider the previously mentioned options and then write down any additional options that you may need for your business. You can boost productivity in great magnitudes just by having the right software working for you. Start shopping for the best selection today.

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