6 Key Features of an Ideal IT Service Desk Software

Posted by Service IT+ on February 27th, 2020

Service Desk is an end-to-end solution for businesses that handle complex customer service operations. When you care about your business growth, the first thing you want is the best IT service desk software to take your business to the next level. In fact, having the right IT service desk applications can be the difference meeting customers’ needs and exceeding customers’ expectations. 

But, before we go ahead with the Service Desk, we would like to discuss a bit about Help Desk as many people remain confused between the two. Help Desks are the ones that allow agents to collaboratively and reactively tackle the incoming customer support queries. On the other hand, service desk is the one that allows you to proactively manage customer service operations. 

IT service desk software comes with key features that make service desk distinct from other customer service tools. So, let’s take a look at some of the service desk’s important features.

Key Features of an IT Service Desk

Keep all the below-mentioned features in mind as they are the solid indicators that your service desk will meet your business’s needs.

  1. Help Desk Tools

An ideal service desk contains a set of help desk features along with traditional ticketing service and the ability to log new service requests. It must allow you to manage all incoming calls centrally, information requests, and keep track of the level of service you are offering to your customers. This feature helps you ensure that customer service is being delivered in a more authentic and personalized way. 

  1. Automation

It must provide automation at a high level for incoming queries and directing the least urgent and least-complex queries to self service-integrated-knowledge base. It should detect issues with services that are related to infrastructure and help prevent them from occurring in the future. Your staff can record and save the details of the issues, link other known incidents, and eventually take actions to resolve it. 

  1. Collaboration

It should allow you to handle a huge volume of customer queries with a shared inbox. A shared inbox forwards the incoming messages at one central location so that agents can collaborate effectively. Once queries are forwarded to this location, they should be sorted, tagged, prioritized, and assigned to the best agent available. 

  1. Self-Service

It must be equipped with labor-saving features such as a knowledge-based, FAQs, and other self-service portals that allow users to serve themselves by going through the information you have already provided to them. Some Service Desk software also allow you to turn frequent issues from tickets into public content directly and thus help in heading some tickets off to pass. 

  1. Integration

Service Desks can be integrated with different IT management processes with the help of robust APIs and services. It should act as a link in the chain for your entire business software and thereby, enable you to integrate with famous apps, such as Salesforce. 

  1. Reporting

IT service desk software is said to be the best when it comes with excellent reporting capabilities. It should be able to track support metrics, including agent response time and ticket volume. This way, it will help your team to measure efficiency through various criteria, such as ticket response time, CSAT, and NPS, which can further be used to track and meet customer service level agreements. It helps improve your reps’ productivity, tracking abilities, and identify areas for improvement. 

Whenever you need IT service desk software, keep all these features in mind to ensure that you are investing in the right software.

Service IT+

About the Author

Service IT+
Joined: February 27th, 2020
Articles Posted: 1

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