Author: Ross Bailey-Kearney

Essentials of an IT HelpDesk


An IT help desk can find themselves with a variety of different tasks left up to them that might not necessarily be in their job description. With resources becoming limited within many organisations as things advance and people needing more help also being counteracted by the demand for efficiency and cut backs on staff it is essential to focus on the essential tasks of a help desk. In order to grow your help desk it is imperative that you first get a firm grip on the standards required before the size is increased. It is essential that you deliver value to your customers, gain some feedback and grow incrementally, rather than trying to start everything at once.

So what are the essential tasks of a help desk you now ask? Below is a list of the elements that are essential to providing a good service in this industry.

Log and Manage Calls from IT Users

Probably the most Important of all the aspects of an IT help desk. Without good interaction with your users it is difficult to solve their problems and retain their custom. Things should be user friendly and easily accessible to these users when they need your support. Typically, users contact the help desk by telephone, but if you can provide other channels such as a web portal to help users contact you, then that’s even better.

It is important to keep a log of every call, the request made by the user and the response they received. You never know when that information may be needed again and if it is not logged then and there it will be gone and forgotten. Even if it is the smallest of queries that can be answered straight away over the phone, it should be logged.

But the help desk’s fundamental responsibilities don’t end when you put the phone down after a call. A great help desk must also take responsibility for making sure that every call is properly managed. So, you must make sure the customer’s issue gets resolved. You must also keep the customer updated. And, later, check that the customer is happy with how the call was resolved.

Resolve Incidents

A help desk that just logs incidents and passes them on to other groups to resolve doesn’t add very much value. There are some help desks that work like this, but they are very unpopular with users.  And what help desk wants its users to see them as nothing but an obstruction that slows down their access to the people who can really help them?

Support providers should have the access to knowledge that gives them so much more value in being able to resolve minor incidents at the time of call with the user. People who work on the help desk should be trained to a level where they can add real value to your organisation. By having their issue resolved straight away it can really improve the workload on others and leave users with an impressed experience.

Generate Useful Reports

Help desk reporting should most certainly not be an optional extra. You need reports to see the value that your help desk is providing, what areas need improving and whether or not your users are satisfied with the service that you are providing.

It can also be used to ensure that the service is being kept up to a certain standard. Some key things that should be reported on are, how efficient is your help desk at solving customer issues? if your help desk communicates well with users, keeping them informed and meeting their expectations? Do your customers find it easy to contact the help desk when they need to?

Looking for ways to improve

Improvement is always needed in every line of work, if you do not improve your service as time goes on someone else will improve theirs, which in turn will leave you falling behind and irrelevant. It is important to think about what your customers want from you and what they would likle to improve. Some combinations to consider are:

  • Improved communication with users
  • Increased numbers of channels that you can be reached on i.e live chat, email etc.
  • Cost reduction
  • More efficient in resolving issues


Now we know what the essential components for every help desk. If you are already doing all these then you probably run a pretty good help desk, congratulations. If not, it may be time to start reviewing some aspects of your help desk.

Multi Departmental software for any Industry


Ever wonder why you need so many different software solutions across numerous departments? They all do similar things but they just can’t quite cross over to different specific needs to various departments? What if we told you we had a solution to this very problem? Look no further than NetHelpDesk.

We have been trusted by many to implement our software across many different and unique departments. With a wide range of features ranging from asset management and smartphone apps ready to be used on the go, to things like auto assigning support tickets by qualification or specialisation.

Customisable to any Industry

NetHelpDesk can be tailored to literally any industry or company type. Some of our large global customer base include non-IT related companies, such as energy management, restaraunt chains, facilities management, human resource companies, and many, many more. You can customise fields and create new tables in virtually all areas of the product, and produce customised web interfaces for your end-users with all your own corporate branding.

Bespoke Development

No software fits your needs perfectly, and most help desk solutions will probably match between 70-80% of your requirements. It will also mean you having to change the way you work around the software. Not with NetHelpDesk! If it doesn’t quite fit your needs, we will make it fit with our developers always looking for ways to improve our software we can make what you need the next piece of work.

Some of our common Departments

  • Facilities Management

There are numerous features that have been designed specifically with facilities management in-mind. Alongside our main ticketing functionality, there are features such as smartphone apps, asset management as mentioned above but also google maps integration that are ideal for facilities teams. The smartphone app can be used to track tasks while on site and images can be uploaded of certain incidents right then and there. There is also an items and stock control feature that has come in handy for many of facilities management departments when they have the task of looking after all internally used stock.

  • Human Resources

Many Human Resource departments find NetHelpDesk particularly useful to securely track enquires and log sensitive information that can only be accessed by those given permission. Appointments can be scheduled with ease and displayed on your NetHelpDesk calendar or your integrated outlook calendar. Another aspect of NetHelpDesk that many of our current HR customers use is our time management functionality.

  • IT Departments

An IT department receive a lot of requests with numerous variances that need to be assigned to different people. This is when our feature to auto assign by qualification or speciality can be particularly useful when IT issues can be a very specialised area. Tickets can be prioritised to allow for those business essential IT problems to be rectified as soon as possible.



With so many amazing products on the market, our help desk software has already integrated with some of the biggest names in software, including QuickBooks, Sage, KashFlow, Xero, MAXfocus, Kaseya, N-able, LabTech, LogMeIn, TeamViewer, VNC, Remote Desktop and many more. Tell us which products you prefer to use, and we’ll help integrate it for you!

Centralise information from different applications into one, easy to use system. All the integrations are included as standard with your purchase of NetHelpDesk so need to worry about any additional costs.


For more information on our features or product get in touch here or have a look for yourself with our free trial download here.

The Benefits of Live Chat

live-chat 2

With the introduction of Live chat into NetHelpDesk in the coming weeks we felt it was a good time to consider the benefits it can have for you and your customers.

One of the most frustrating parts of seeking support as a customer is the wait on the end of the line for your call to be picked up by an agent at the help desk. That symphony music on repeat being interrupted to let you know that ‘none of our agents are available’. In turn the longer a customer waits, the more your value drops after their expected waiting time has passed. The wait for an email response can be equally as unsatisfying. This is where Live chat can come into play.

If a customer can get a direct answer to their query, then and there it will cut down waiting time for them and less pressure on the call centre queue. Rather than customers clicking away from your support portal in frustration from waiting to have their simple question to be answered or hanging up the phone after waiting too long, introduce them to the option of a live chat.

Convenience for Customers

An online chat system provides customers immediate access to help. Wait times are often much less than a call centre, and customers can easily multi-task while waiting. Additionally, the pain of having to dial a support number and navigate through a maze of numeric options is non-existent.

Improved Customer Service and Loyalty

Customers can ask their question on live chat and leave their live chat window open in the background in anticipation for your speedy response.

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.

With numbers like these, it’s easy to see why customers return to businesses that provide live chat. Simply put, customers feel more confident doing business with companies that make support easy, hassle free and instantaneous.

Live chat allows you to solve problems faster, give quick answers to questions about your products and provide assurance to your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty.

Tips on Making Live Chat go the Extra Mile for Your Business

Live chat can obviously increase your business potential, but only if it’s executed correctly. Here are some important tips to ensure you make the most out of live chat software:

  • Train your team! Your live chat representatives must be extremely knowledgeable about your product and service. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customer’s questions quickly.
  • Be Aware of your business hours. If you have mainly of local customers it should be sufficient to provide support on the regular business hours. On the other hand if you have a lot of international customers it may be worth looking into extending your business hours with additional staff to cater for these hours of business that your international customers will be active during and requiring your help. All in the task of providing the upmost customer service to each of your customers.
  • Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
  • Don’t forget to boost your social. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) to nicely remind your visitors to Like your Facebook page and leave a comment on it.
  • Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.


Keep an eye out for our release in the coming weeks and don’t forget we’re just a phone call, email or live chat on our web portal away from helping you solve your queries or issues.

5 Ways NetHelpDesk can Benefit your Organisation


With things ever changing within the technology industry and about every other industry these days, it is essential to have software that is able to be customised and developers willing to update it as things change. Being able to request changes that you need specifically that will tailor the product for you and not just have to wait till it is worthwhile for the software to be updated to make it more business savvy for the supplier. At NetHelpDesk we look to provide the most personal service on the market, we can make the software fit around your needs but for now let’s have a look at some of the main features already incorporated in the product straight out of the box that your organisation can benefit from using.

Self-Service Portal

Everything is about speed today; Self-service is a way of life now in the 21st century. From Checking in online before travelling the world or ringing in your weekly grocery shopping at the ‘self-checkout’ aisle, customers are growing more and more comfortable helping themselves. This is where our self-service portal can come in extremely useful for your customers and you as an organisation. Customers can log in and log their issue then and there and check on the status of their ticket as time goes on. Another aspect of the self-service portal is the ability to share knowledge. This is where the benefits to the organisation are evident, when your customers have the potential to solve their issue by themselves. The result of it is cost effective for your organisation and time saving for both of you.


With so many different products on the market it is increasingly difficult to find a software that will integrate with all the other business apps that you use. Luckily, we already integrate with many of the popular business apps that organisations use. Some of these include QuickBooks, Sage, KashFlow, Xero, MAXfocus, Kaseya, N-able, LabTech, LogMeIn, TeamViewer, VNC, Remote Desktop and many more. The best thing about NetHelpDesk is you can tell us which products you prefer to use and we’ll help integrate it for you if we don’t already.

Reporting Data Analysis

The reporting capabilities of NetHelpDesk straight out of NetHelpDesk’s front-end Main Application interface is, essentially, ENDLESS! That’s no humble claim, and we don’t mean it to be.

Whatever you want to report on, you can. If NetHelpDesk holds the data, the report can be created, and available as a one-click on-demand, or built in to schedules for you, your team, members of your organisation, your Customers, or combinations of these options.

You always have full access to the database back end of NetHelpDesk to write all of your own reports in your report writing software of choice. We also have numerous reporting features, dashboards and Management overviews for you to benefit from, and are adding to these all the time.

Centralise Multiple Departments

With NetHelpDesk you can centralise your organisation’s work into one platform allowing for the distribution and access between different departments and teams. With so many different features available NetHelpDesk can be used in a wide range of departments. Pretty much any department that needs to track tickets or task and put a timeframe on these tasks to be completed by a certain time or date can use our software.

Work on the go

Access to help desk software whilst on the move, is ever increasingly important to businesses, whether supporting end-users in multiple locations, or even in your own business on multiple floors. The NetHelpDesk Windows application is enriched with other interfaces, all built with the purpose of accessing your data whilst mobile.

These interfaces include a Web Interface exclusively for your end-users you support, which is customisable to what you want them to see and how, a Web Interface for your operators or agents, who log in to support the end-users via a web browser anywhere in the world, an iPhone app, an iPad app, an Android app that can be used on smartphones and tablets, and redraws accordingly, and a Windows Phone and BlackBerry app.

Auto Assignment of Tickets

Organisations receive a lot of requests with numerous variances that need to be assigned to different people in different departments. This is when our feature to auto assign by qualification or speciality can be particularly useful when using the software across different departments or teams with different specialities. This allows for requests or issues to be resolved much more efficiently by putting them to the right person from the moment it arises.

If there is anything else you are looking for in a support software, get in touch and ask, we are confident we could help.

Effective Ticketing Software


An effective ticketing software can be the key to providing great customer service and help streamline your whole business if rolled out across different departments and sections. Customers’ expectations of support have never been higher with technology and industry standards being set. It is crucial that all organisations invest in their customer support to ensure they not only meet their customers’ expectations but exceed them.

When your organisation is looking to set up a ticketing system or seeking an improved software from the one you currently use there are a few features you should keep in mind while undertaking your search. A few of the most important include:

Ensure Support Tickets are Assigned to the Appropriate Staff

One of the biggest delay in response times is the inability for a ticketing system to auto-assign a ticket to the relevant member of a support team. This is particularly evident in organisations that have a wide range of specialists within their support team.

For some support issues, more than one agent may need to be involved and even sometimes from different departments. Having a ticketing software that is versatile across different departments makes the process of escalating issues and seeking information from other members of your team substantially easier and more efficient for staff. An easier and more efficient internal process can only improve the results for customers.

Respond to Requests Through Multiple Popular Channels

In the same way that customer support tickets can come with many different issues, those requests can come from many different channels. By allowing your customers to reach you by their preferred method improves the helpful impression you give your customers every day. Think twitter, live chat, email or phone, all methods should return a universal response therefore a software that can integrate with all potential channels is your best option.

You don’t want to have to handle request through each channel differently. Any customer support request can be created as a ticket from any channel and organised on one platform. This will ensure that a support request never slips through the cracks and unattended to.

In Depth Reporting

In Depth Reporting is an aspect of a ticketing system that regularly gets overlooked. In order to improve support operations, it is essential to be able to analysis your team’s effort. Choosing a ticket solution that provides in-depth stats can really change how effective a support service is and make target setting an easy task. A couple of metrics that managers and team leaders like to see include:

  • Staff time tracking reports
  • Ticket response reports
  • Client feedback reports
  • Top performers on the support team

The above-mentioned metrics aren’t the only reporting aspects that can be gathered, the options are endless and just about any data gathered could be tracked and therefore reported on within NetHelpDesk.


The ticketing software that you use has a huge bearing on how your organisation interacts with your customers and how various departments from within your organisation can interact with ease using the same system.

By choosing a solution with the features like auto-assign of tickets, in-depth report and support through multiple channels it gives your organisation the tools to create a successful support workflow. By providing your team with a system that allows them to bring about such success it will help motivate and make them more productive to produce all in all a better workplace.

Why not get a free trial of NetHelpDesk and see all what it can do for your organisation here

What is IT Asset Management?

A word cloud of asset management related items

Asset Management

The term asset management is very loosely interpreted. To be fair it depends a lot on the context that it is used in. If we were in a financial service institute the term asset would imply stocks, bonds, real estate and other financial assets. If I was speaking to an audience such as accountants for instance or anyone focused on tracking all the assets a corporation owns, they would assume I was talking in terms of enterprise asset management. This would include things like the buildings, machinery and fleet of vehicles that are capitalised and placed on a balance sheet.

When it comes to IT Assets, we refer to those assets that enable the IT side of your organisation to run day to day. In some cases, these technology assets might not be controlled by your IT department because it is extremely rare today that a company doesn’t use a software and hardware that is supporting development of a product or helping their business run more efficiently. Even by narrowing the definition to IT Asset Management there is still come confusion to consider. We need to differentiate between discovery and inventory tools. Discovery and inventory tools are used to scan the network looking for IP addresses. After one is found, it will run a scan of all installed software. If the tool uses an agent, the agent will be pre-installed on the device and a scan will be scheduled to run a specified schedule.

What is an ITAM database?

An ITAM database has three components to it – physical, financial and contractual. The physical aspect is where the physical info of an asset is collected using discovery and inventory sources to show data on those assets that are deployed. It will also take into consideration what IT assets are not deployed and are available in-house ready to be deployed if needs be or also if they are due to be retired. This stockroom info is typically logged manually by bar code readers or RFID systems if they are installed.

The second aspect of ITAM is the financial data. This data is often collected from a purchasing system/purchase order but can also be logged manually at the time of purchase. It indicates purchase order number, seller name, quantity, make and model, cost at time of purchase, depreciation and other financial attributes should they be needed. Tracking financial attributes about an asset is beneficial to understand total cost of ownership, return on investment and allocate costs to projects and IT business services. Being able to look at these attributes against projects etc. allows an organisation to understand technical debt accompanying legacy applications, for example on the mainframe, and enable improved decision making about end of life for an asset.

The third aspect of ITAM is the contractual data. This is often collected from the reseller directly from the supplier or from a contractual management system if one is in place. This would include version number, licence entitlements, type, vendor SKU, training days, service levels and other important contractual facts. There can be slightly different info gathered if it is cloud or software as a Service purchase but generally they follow most of the previously mentioned headings.

Software and hardware asset management

An information hub is created using the data sourced from software and hardware assets. It is irrelevant if the data is related to software, hardware or services associated with that equipment, it is stored centrally anyway. Software asset management and hardware asset management is a subset of ITAM. We need such access and visibility to our organisations hardware to ensure that software is installed in compliance with license agreement, without the access to hardware visibility this would-be a near impossible task to undertake. Similarly, without insight into contract SLA’s and integration into IT service management tools, that provides incident and problem management info, it is difficult to do effective vendor and performance management.

As with most things, technology is evolving at an extremely rapid pace and therefore the definition and interpretations that we use today will seem out-dated when new developments come along. This will become more evident when artificial intelligence takes over ITAM.

The Power of Knowledge Sharing

knowledge 2

If you are of the opinion that knowledge sharing is something that should be contained within teams or departments, then you should think again. The benefits can be astonishing, there is vast opportunity for knowledge management that isn’t contained within teams or process-based, non-sharing departments such as the service desk or incident management. By having the same software across all departments in an organisation makes work life a lot easier for employees and also more efficient for customers as their information can be shared from every interaction and a solution for minor issues can be found in nearly any department.

Firstly a few questions

Are your service desk agents always under pressure? Worried about passing SLA targets, too many tickets building up and creating a backlog which is going to be increasingly difficult to get on top of.

Have you ever wondered why end users or customers often ask the same things over and over again? No matter how often you seem to give the same resolution. Or do you get complaints that they failed to reach you or your organisation’s support team when they needed help?

Don’t fret, you are certainly not alone if your help desk or service desk encounters some or all of these issues. You’ll now wonder how to rectify these and how to get out of the situation, especially when hiring more people is not an option to lessen the overwhelming work. A good solution is the introduction (or improvement) of knowledge management and increased knowledge sharing.

Incorporating knowledge management

By incorporating knowledge management it allows more people within your organisation access to the knowledge that solves your everyday issues. This in turn would allow a number of issues to be resolved at the first point of interaction rather than the need to be escalated to a higher level. With knowledge management, support functions (and the individuals within them) can become so much more effective. Plus, knowledge management can be a key element of self-service capabilities – allowing end users to help themselves rather than contacting the service desk. It’s a win-win for both parties. Knowledge becomes more valuable the more it is used and by increasing the number of people that can use it.

Focus on quality over quantity

It is all well and good having loads of content but with knowledge based articles it is best to focus on quality information that can be easily relayed or understood by end-users. These articles should be as user friendly as possible. Take particular care with those that are accessible by customers/end users (beware of the overly technical phrases). It is also essential that all material is maintained – while an organisation may have a lot of knowledgeable material, have they ever been updated since they were first created?

These are just a few points to take into consideration when it comes to the processes and software that your organisation uses.

For a software that can help with knowledge management look no further than NetHelpDesk which can be used across all your organisations departments.

IT Service Management Software Aligned with ITIL

IT service management software overview

Understanding the difference between ITIL and IT service management Software. This is not necessarily a comparative but more of what are the benefits of them being combined together. IT service management (ITSM) is what an organisation would do to manage the information services they provide to their customers. IT service management software is not merely the software tool used it is also about the process, employees and technology used to provide that service. However the right software is a key component to a good ITSM solution.

ITIL, IT Infrastructure Library, refers to a group of documents that were created to provide guidance and a structure for building an IT Service Management solution. ITIL came about when organisations began to make the move to digital technology in the 1980’s. ITIL was established to have two purposes: to define terminology used in the industry and to define the best practices for such IT Service Management. It was quickly found that organisations that support an IT infrastructure can become increasingly efficient all while reducing the cost of their service management by adhering to processes recommended by ITIL. Some terminology that is used in every day ITSM such as “Incident,” “Problem,” “Change,” “Configuration Item (CI),” and “Configuration Management Database (CMDB),” all come from the ITIL text books.

There is an organisation which evaluates ITSM software solutions to certify their ITIL capabilities. The aforementioned organisation is known as PINK. By implementing a software which is at least aligned with ITIL processes or accredited by PINK you can be at ease for when you plan to implement ITIL best practices.

ITIL Benefits with IT Service Management Software

Although there are numerous benefits of adopting ITIL best practices, they need to be tailored slightly to adapt to different organisations, they are more of a guideline to best practices rather than a ridged set of rules. Many IT organisations choose to adopt only the operational processes such as incident management and change management. These are only a small part of the whole ITIL framework but can be very beneficial on their own. At this point of implementing a best practice framework it is good to make an overall strategy to understand the best approach to come up with a good fit for your organisation culture. Some ITIL recommendations might not be practical for every organization however; when providing IT Service Management, ITIL best practices are a good place to start.

NetHelpDesk as an ITIL-aligned solution

By maintaining the standards enabled by our ITIL-aligned solution, our customers have used NetHelpDesk in a huge amount of applications. By implementing the system as an ITIL-aligned ticketing solution, a number of our users have even gone on to gain ISO and BS accreditation, opening up a huge amount of doors for their future operations.

Incident management

Some of our main features like Incident Management for one allows our users to easily track calls, incidents, and requests that require consistent monitoring throughout every step of the process. Each call is tracked in a database, with all notes and relevant information logged against its unique identifier.

Problem management

Another aspect our users who look to implement ITIL process use frequently is our Problem Management feature. This allows users to escalate and manage ongoing problems, investigate root causes of issues, and achieve in-depth resolution to standards far higher than the industry norm. NetHelpDesk allows powerful service management of any issue, enabling your company to deliver exceptional problem resolution.



To find out more about NetHelpDesk as ITIL-aligned solution click here


Optimizing your Help Desk Call Queue


One of the most frustrating part of seeking support as a customer is the wait on the end of the line for your call to be picked up by an agent at the help desk. That symphony music on repeat being interrupted to let you know that ‘none of our agents are available’. In turn the longer a customer waits, the more your value drops after their expected waiting time has passed.

We’ve all seen the comic pieces drawn about the call centre wait and heard the many complaints about how long ‘I was waiting to speak to a support agent’. Sometimes it can feel like a random selection if your call is answered that you wait that long surely people must be jumping the queue, however that is not the case. Call centres use an Automatic Call Distributor (ACD) that lines up calls in a queue in order that they were made in. These calls are then assigned to agents in that order. Below are a few ideas on how to optimize your call queue.

Integrate your work flow

One reason for the wait time being excessive is if agents are spending too much time with each caller. This doesn’t mean that the agent is bad at their job it more often than not means that there is a lack of efficiency with information being readily available. If an agent has to switch between different applications searching for the client each time it can take up valuable time. This is where an integrated system can be of huge value. Imagine the time saved having all you’re the caller’s information and previous interactions all on the same screen in front of your agent. The process will become more efficient and satisfying for the caller.

Streamline your IVR Menu

An extensive and complex IVR menu can be the first cause of a call abandonment as customers just get fed up of listening for options to choose. Studies show that more than three levels of IVR is a deal breaker in most cases. Callers tend to lose track of where they are along the IVR path which leads to them not arriving at the final destination they are searching for. IVR can be one of the best assets but needs to be well thought through and used in an efficient manner to get the caller into the appropriate queue. Look at that, we’re already cutting down on our agent’s time trying to find out what they need.

Caller options

First option for a caller is ultimately to speak to an agent. In the instance where an agent is not readily available the caller should be notified and given some options so as they don’t feel they are waiting endlessly. Alternative options for a caller can include things like requesting a call back from the call centre or the ability to leave a voicemail so therefore an agent who can deal with their query can get in touch once they become available.

It is essential that if these options are offered that the return call is certainly made! Failure to do so can have a huge impact on your CSAT score and a business’ reputation.

Create flexible call flows

A flexible call flow can be one of the most important elements of your call centre. When you’re looking for a call centre software it is worth assessing the ease at which a flexible call flow can be put in place. Directing agents, groups and external customers to the right flow can play a vital role in boosting your call centres efficiency. Offering a seamless end-user experience to your clients can create fantastic benefits.


A strong workforce can be key to optimizing a call centre. Reporting on performance can be extremely beneficial to see who is making the difference. Things to look for is agent performance based on wait and hold times and overall handling times. It is essential to have the correct number of people to manage your volume of calls. If a workforce is stretched it has no benefit for either side. It is better to invest in retaining and potentially growing a customer base rather than doing nothing and lose existing customers.

Get in touch with us at NetHelpDesk to find out how we can help with your software requirements to help you optimize your call centre.

Tips for choosing Help Desk Software


When a business begins selling or providing a service their customer service management is done primarily through an email account. After all when you still have a limited number of customers initially you wont have many support inquiries. Many companies can get by with just a ‘support@’ email address that can be checked and responded by a selected person.

As the business grows it may take several employees to monitor a mailbox like this and this is where problems seem to arise. It can take longer to respond to customer queries as the number of customers increase and in some cases they may receive multiple answers leaving them confused or at worst not getting a reply at all from one employee expecting the other to respond.

Requests can be categorised into folders but this still doesn’t allow emails to be assigned to an agent that would be best suited to provide support on such queries. Folders also lack the ability to report on or give priority to certain problems. These all impact the companies monitoring of how effective they are with regarding their support processes and things begin to break down.

Companies don’t realise the benefits of having help desk software until it is too late and disaster has struck. Implementing a help desk software early in the life cycle of your company can have huge benefits further down the line.

Below are a few things you should look for when choosing a help desk software:


One of the key differences between managing customer support through an email address and a help desk solution is the ease at which reporting data can be produced. You can see how each one of your agents are performing and get information on the satisfaction of each customer after they have received support. It can help keep track of what each individual customer likes and improve their experience with other departments within your company.

Knowledge base


A good Customer service solution will allow you to consolidate all your support content in one powerful base. It is best to have a knowledge base that can be easily updated by any agent at any point of access which will be available by everyone.



Connecting apps that help run your business sounds like something that only big business could aspire to do but that isn’t the case. With today’s cloud computing solutions it is easier for companies of all shapes and sizes. It can be easy to integrate a customer service system with a CRM system. When you share critical information around your business, everyone wins.

Don’t wait for your email support process to break down. Look into solutions that are cost-effective, easy to implement and can help improve your day to day running as well as help grow your business long term.