What Your Company Should Look for When Conducting a Help Desk Software Review

Choosing the best help desk software is a major task and one that takes great research. Knowing that you are making the right choice will give you peace of mind in your decision, but you have to be willing to take the time to shop around a bit to see what is out there. If the wrong decision is made, additional problems for you and your company can arise. Upset customers and the loss of potential sales are just a couple of the things that the wrong help desk software can do. In conducting a help desk software review, you want to make sure that you look for the following things:

Identification and Tracking

When doing your help desk software review, make sure that you find one that allows you to identify the problems and apply a solution to each problem that arises. This feature should be standard in most help desk software programs but you always want to make sure it is there.

Store and Search

Your help desk software review should show whether or not a program allows you to handle customer-based searches and solution-based searches. The customer-based searches should allow you to search for any issues that are related to a specific customer, while the solution-based searches should allow you to search for answers to commonly asked problems.

Tracking Communication with Customers

Not only should your help desk software review show whether email conversations can be saved, but it should also show if the solution can record integrated phone calls or sometimes even video chat. This is especially helpful with training future employees or possibly an audit on a current employee.

Team Collaboration

If one team member finds an issue, your system should allow you to pass that problem on to someone who is an expert at fixing that problem. When doing your help desk software review, make sure this feature is included. This will save you a great deal of time and money later.

Does It Meet your Current and Future Needs?

When doing your help desk software review, make sure that the system you are looking at not only meets your current needs but those that may or may not arise in the future. The system should be flexible enough to accommodate more employees if that may be the case, or less in some cases as well.

Issue Status

If you have an issue that has been presented and needs attention, your help desk software review should indicate if the solution has a feature that allows you to track the status of that issue. This will help you to ensure that all problems are being handled in a timely and efficient manner.

Prioritize Issues

If multiple issues arise, then you want your software to prioritize them so that the most important are handled quickly. When conducting your help desk software review, keep this in mind. It is not a must but it is definitely a useful feature to have.

Integration

Finally, in your help desk software review, find out how easily a system can be integrated with your current software. This will ensure that you are not spending extra unnecessary monies where it is not needed.

Making the Choice

Now that you have seen all of the things to look for in your help desk software review, your next step is to shop around. No matter what vendor you decide on, make sure  that you focus on the features that your company needs.