12 Must Have Features in a Help Desk Ticketing System

By Matthew Brown

There are now many features available in a help desk ticketing system and the evolution of these systems has been rapid over the past two decades. Originally introduced to replace spreadsheets and assist help desk professionals in solving customer issues, these systems are now the backbone of many help desk operations around the world. But what are some of the “must have” features that have emerged during this twenty-year span? Here are 12 help desk software features you should look for when evaluating the different ticketing systems on the market today…

1) Ticket automation – This is an absolute must have for any help desk ticketing system, regardless of the industry. Automation can perform many tasks, from reminding you that a ticket response is needed to routing a ticket to a specific user, and so much more. It’s extremely powerful.

2) SLA (Service Level Agreement) status information – The first time an employee looks at a ticket, they attempt to gauge its urgency and prioritize among other tickets. With direct SLA information right in the ticketing system, it’s easier to prioritize tickets and avoid SLA violations.

3) Ticket tags – These allow for easy organization of tickets and you can quickly spot popular or common issues. They can also be of great value directly within tickets by automatically recommending Knowledge Base articles depending on the tags assigned.

4) Customizable ticket templates – Not all tickets are the same. Choose a system where you can create several templates that can be loaded on command to make responding to tickets even easier. These templates can also be combined as needed if the ticket has multiple questions.

5) Individual ticket queues – Even now, so many companies are all working out of the same ticket queue. With individual queues, your employees can organize their tickets to be more efficient and can even look at the queues of their colleagues to see who needs help.

6) Customizable ticket status options – Life isn’t “open and closed” and neither is ticketing. Make sure you have a system with many status options that you can customize for your business. Emails can also be triggered to send to customers automatically when a status changes.

7) Public and private actions on tickets – Not all ticket conversations need to be seen by a customer. That also doesn’t mean they should happen internally over IM. Keep ticket conversations in the system with private actions until you’re ready for a public customer action.

8) Product and inventory association – This is a lifesaver for any company that deals with physical or virtual products. Instead of digging through external documents, it’s easy to track this information for each customer so it shows up directly on their ticket page.

9) Personalized ticket pages by customer – The more employees know about your customer, the better they will be at resolving their issues. Customized ticket pages can show information including how satisfied the customer is, how many tickets they have open, and much more.

10) Related Tickets – All help Go to the full article.

Source:: Business2Community