5 Must-Have Features for Your Support Portal Solution

Posted by Maulik Shah on January 20th, 2022

Help desk ticketing systems offer numerous helpful features to enhance customer satisfaction and boost your agent\'s productivity. But choosing an ideal helpdesk is often a task. One must have keen concern for its quality and features to decide if it can fulfill all the business requirements or not. Selecting the right help desk is crucial because it is the medium from which your customers connect and communicate with your brand the most. To help you with choosing the right one, we have a list of a few must-have features in a helpdesk ticketing system software:

1. Automated Ticketing Workflows

Automated ticketing service solutions promote efficiency and productivity of the entire support cycle. Configuring automated workflows will save you hours of spending unnecessary tasks manually and will help you to concentrate on severe issues that need your attention. 

With this, you can reduce the chances of errors that might happen when you do those tasks manually. When you choose a quality helpdesk manager, it will ensure accurate automated workflows, thus saving ample time for the agents. What can you set on an automaton?

• Routing tickets

• Prioritizing requests

• Tracking service request status

• Send automated notifications to users 

• Providing a history of a user with a ticket

2. Customization Options

We all heard about customizations and how it enhances your brand\'s value. Customization reflects the attributes of your brand. Thus, you should always choose a support portal that lets you customize your ticketing system. Just how we can change fonts, colors, texts according to our requirements in the support portal, you should also think of customizing your ticketing system. How can you do that? 

You can create custom ticket templates. This will make it easier for service agents to respond to your client tickets. Thus, choosing a help desk solution supporting dynamic customization options can be helpful to enhance customer experience.

3. Self-Service

One of the most important features that you should not compromise is self-service. This feature will save you the cost and time of agents. On the other hand, customers are always seeking self-service. Let me explain why. If they want an answer to a common question like the compatibility of some tool, then the customer would simply have to scroll down to FAQs and find the answer to his question whenever they want. This way they don’t have to waste time in sending the company a request and wait for their reply. 

Thus, you should build FAQ sections, chatbots, community forums, and a knowledge base. You need also to make sure that you update the self-service resources regularly so that your customer always gets updated information and answers. This service will save you time, reduce customer wait time, increase customer satisfaction, lower costs, enhance brand visibility, etc.

4. Omnichannel Deployment

The software customer service portal should give you multi-channel support. Because in today\'s digital world, people prefer the comfort of devices and channels for everything, including buying products and sending requests. Thus, you should provide easy accessibility to the customers through multi-channel support. 

Also, your help desk should provide you with all the requests from different mediums on one platform. Because if it is not, then the task of service agents will increase as they must check every channel and solve tickets there. 

5. Knowledge-Base Management Portals

Your help desk should provide you with the option of designing your own knowledge management portal. Here you can manage your Knowledge-base articles, FAQs, system user manuals, informative articles, etc., as per your requirement. This will enhance the credibility of the support portal and improve your support portal\'s capability to resolve issues faster and efficiently.

Conclusion

Before investing in any support software, make sure you count on the above features. This list will help you to get all the benefits that a support portal should provide. You can hire a developer from a software solution-providing company to help you with installing the portal in your system.