Call Management and service desk automation

Call Management and service desk automation: Introduction 

Call management forms a core part of your omni-channel support and service desk operations. Optimising your call management operations is best achieved through automating the daily processes your support agents perform, such as logging tickets and reviewing client records. Integrating you support calls directly into service desk software is one way to help automate basic workflow processes, such as associating the incoming call with the clients records and opening up the ticketing screen on your service desk software. This is a quick guide on why you need to automate your call management services.

Why integrate your phone system into you service desk software? 

Integrating your soft phone system into your service desk software can help form the basis of your call management operations. When you integrate your service desk platform into your phone system, you can benefit from automated access to full customer history, automatic ticket creation, call recording and other time-savings tools. When agents provide phone support from the same platform they use to manage all other channels, agents can focus on resolving issues instead of workflow.

From a reporting point of view there are a number of key data points that you can monitor through your call management operations. These include how many calls agents take, and how ticket volume from your phone channel compares to other channels. If you have integrated into your service desk software, you can retain this data and feed it directly into reports and live data dashboards for example.

Call Management and service desk automation
Call Management and service desk automation

By integrating your two systems, you save time and resources through automated agent workflows, as well as gaining valuable insights through the generated call data.

How NetHelpDesk can help: Call Management features

NetHelpDesk offers a flexible and powerful integration with a range of soft phone providers to help facilitate the optimisation of your call management operations. You can enable this on our new web application and can seamlessly open client records and log tickets from the NetHelpDesk call handling screen.

If your phone system supports an integrator application, you can configure your integrator to display the call handling screen when a call is connected. To do this, configure your integrator so that when a call is connected it runs a command to open a browser at our special URL, where @callerid is the callers phone number.

If you would like in introduce automated call management into your service desk operations, please get in touch with our team today. Our Support team can assist you in integrating your phone system and offer you advice on best call management practices.

Not on our web application yet? Click here for a trial. 

Empower your support desk with a Knowledge Base

knowledge base

Empower your support desk with Knowledge Base articles: Introduction

A Knowledge Base, sometimes abbreviated to ‘KB’, is a core tenant of a successful service desk operation. This is a quick guide on the basics of Knowledge Base functionality, and how to integrate it’s features into your support desk team.

What is a Knowledge Base?

A knowledge base is a self-service online library of information. In the case of service desk teams, a knowledge base is a rich source of technical knowledge, stored in an easily accessible online location.

A knowledge base can be utilised in two different ways. A KB can be publicly facing, with articles readily available for your end-users to access. The purpose of this is that it allows you end-users to essentially identify and solve their own support tickets. This sometimes means that a KB can be considered a part of your 1st line support, allowing agents to focus on more complex issues at 2nd line support and beyond.

Alternatively, a KB can be for internal use only. In this instance, a KB can be used as a knowledge source for your agents as they solve support queries. This is particularly useful if knowledge leaders within your team are not available to manually assist fellow team members. A KB in this scenario can facilitate standardisation of support ticket responses and save your team time.

Why your support desk team needs a Knowledge Base

1.Store information and data in one central location

An easily accessible, online central location of information can save you team time. In practice, instead of having to ask more experienced agents questions on how to solve specific issues, agents can refer to the KB and learn solutions themselves. This is particularly relevant if there are certain issues that regularly appear on your support desk.

2.Standardise support responses

An accurate, helpful KB can reduce the variation in your support responses by providing standardised answers to common support issues. This means that frequently raised issues can be addressed swiftly and accurately, and ensures the end-user experience is uniform.

3.Supplement 1st line support

If publicly available, your KB can supplement or even replace your front line support agents. This offers the opportunity to save on human resources, and devote your agents time to more important and complex support issues on higher levels of support.

Empower your service desk with Knowledge Base articles: Conclusion

Incorporating knowledge base functionality into your support desk team can help reduce the amount of time agents spend on tickets. This can be by assisting end-users in solving their own support issues via a self service knowledge repository, or by providing ready to go standard support resolutions for your agents to access.

How NetHelpDesk can help with ITIL Knowledge Management

Improving the culture of sharing information in your business will no longer be challenging with the knowledge management features in NetHelpDesk.

Allow your teams to share information in private knowledge base groups, that are initially for their eyes only. Before they create tickets, NetHelpDesk can show them entries that may help them. When they complete tickets, prompts can ask whether they would like to add an entry straight from the ticket, using summary, details and resolution as a template. If they feel their entries can benefit their end-users, they can choose submit certain articles for their self service needs as suggested earlier in this article.

Interested in a quick demo or trial? Contact our team today and sign up for a software trial here


Top 5 NetHelpDesk Automation Features

NetHelpDesk Automation

Top 5 NetHelpDesk Automation Features: Introduction

Over the years NetHelpDesk has developed a number of features to reduce the amount of manual work required by agents using the system. The features listed in this article are designed to automate certain elements of IT desk and business operations, for the purpose of reducing inefficiencies and saving valuable time. These features are easy to configure and once set up can revolutionise the your team’s performance.

1. Auto-assign rules

Auto-assign rules can be configured to auto-allocate where incoming emails from your end-users go. Auto Assign Rules can be used to route tickets automatically to a particular person, or group of people and affect the status based on a set of criteria. You can have as many rules that you like, and NetHelpDesk will go through them starting at the first rule, and if not matched will move to the second rule, then the third rule, and so on. For more details, see here.

2. Notifications

Notifications for your End-users, your Agents, Account Managers, Project Leaders, as well as Escalations, alarms and Event Handling are popular automated communication features of NetHelpDesk. We understand that you might not always be at your desktop and will need to interact with it when not logged in. Our Notifications, Escalations and Alarms functionality will help you and your team work more effectively and efficiently, whilst giving you maximum data very quickly. You choose the request data you want to go out with the notification, based on $variable strings in the e-mail templates that are customisable, and rich text formatted. NetHelpDesk can also send text messages direct to mobile phones and popular software tools such as Slack.

3. Suggestions Smart Bot (Web Application)

We have recently introduced a suggestion bot that can assist your agents on the open ticket screen. This matches key words and can be configured to suggest information sources within NetHelpDesk that may be relevant to the open Incident. These could be previous tickets raised that are similar to the issue reported or Knowledge Base articles that explain how to solve the problem. You’ll need to be on our new Web Application to utilise this feature with an up to date version. 

4. Reporting Suite Automation 

The NetHelpDesk Reporting Suite can be configured to regularly send out automated reports to your agents or anyone of your choosing within your organisation. This can be tailored to link to certain other functionality, such as contract expiry alarms for example. By automating reports your team can get crucial data delivered into their inbox on demand, so you won’t miss crucial deadlines or data. Our Support team can give you a hand with report writing, so please drop us an email if would like a custom report built.

5. Automatic Tickets Scheduling

NetHelpDesk automation can be extended to include scheduling tickets to be raised automatically for certain events. Some examples of these types of tickets could include, scheduled maintenance tickets, for servers that need regular maintenance checks, such as backups, virus checking, updates, and so on. It could be as simple as creating a ticket every Friday to perform HR duties as an example. Whenever you need NetHelpDesk to generate a ticket at a certain time, use Ticket Scheduling.

Summary: Top 5 NetHelpDesk Automation Features
There are many features available within NetHelpDesk that can help automate your business processes. Automation is key if you want to help reduce inefficiencies within your team and save your agents time. Using automation, particularly in relation to ITIL, can help align your IT operations with your overall business objectives. For more details on ITIL aligned software, please see our recent article 

What is the difference between ITIL and ITSM?

What is the difference between ITIL and ITSM?

Introduction: What is the difference between ITIL and ITSM?

Introducing ITIL and ITSM into your business can lower your IT costs and ultimately produce higher returns on your IT investments. It is common for many working within the IT and software industries to get the two definitions confused, or perhaps use the terms interchangeably. That is why we have produced a quick article here to help demonstrate the difference between the two and offer some suggestion on how to integrate the two concepts into your business model. It is important to understand the differences between ITIL and ITSM, including the key differences.

ITIL: IT Infrastructure Library- A comprehensive suite of best practices/standards and an authoritative framework for ITSM

ITIL is an acronym that refers to a set of detailed practices that align your IT department with your business needs. ITIL assists you in your implementation of ITSM and therefore should be viewed as the ‘What’ of IT Service Management. ITIL is the industry standard, recommended best practices. These have evolved over time and are currently overseen by the UK body Axelos. Please see our article on why it is important to aligned your software solution by ITIL standards. 

ITSM: IT Service Management- The entirety of your activities for designing and implementing your IT services.

ITSM on the other hand simply refers to ‘How’ you implement all your activities regarding your IT needs within your organisation. These activities, or services as they are often known, can be for a range of issues within your company. It is important to remember that ITSM is not necessarily just about software tools, it is about the processes and people within your enterprise.

ITSM is about delivering IT services to internal ‘customers’, such as your Sales, Operations and HR teams for example. Software for example is a simply a component of an ITSM solution. The most well known of ITSM’s services are Service Operations issues such as Incident and Request management, and Service Transition issues such as Change Management or Project Management. These services can be implemented under the ITIL framework.


ITIL is simply the standard ITSM framework used by organisations across the globe. By adopting the standards and processes enshrined in both ITSM and ITIL, organisations are able to reduce their IT costs and establish well-defined, repeatable, and manageable IT processes that contribute to overall business objectives.

What is Help Desk software? Four key benefits

help desk software

What is Help Desk software? Four key benefits- Introduction

Investing in help desk software can help transform your client relationship management. The purpose of helpdesk software is to make customer service more efficient and reliable. This is characterised by automated processes, multiple contact channels and reporting suites. In this article we will focus upon help desks where the end-users are external clients, rather than internal service desks for internal company service requests. There will be a follow up article soon that defines and explains the use of service desk software as an internal tool.

What is help desk software?

Customers contact the help desk when they have a question or a problem. If you are running a micro business operation, you might be able to get on by working out of your email inbox. However, once you begin to grow and scale, you’ll find that support queries can quickly overwhelm your inbox and can cause you to lose track of priority issues. This is where help desk software steps in. Help desk software allows you to manage your incoming queries separately from your email inbox. This is done through an intuitive user interface(UI) by categorising, prioritising and reporting on your customers questions and problems. Core functionality of help desk software solutions usually involve ticket management workflows, reporting suites and end-user portals

Four Key Benefits

We have highlighted below four key benefits of help desk software.

Knowledge Base

Help desk software applications typically include Knowledge Base functionality. Knowledge base articles are simply text articles that can be used an information reference point. These can either be used internally by support agents to help them diagnose and solve queries, or be publicly facing for end-users to assist them in solving the issue themselves. Knowledge base articles are crucial for storing expertise that otherwise might be lost, for example when an experienced employee leaves a company or organisation. This functionality is sometime considered a part of first line support, as end-users can sometimes solve their queries without having to engage a business cost centre such as support agent.

Prioritisation of tickets

Assigning priorities to support tickets is a key advantage help desk software has over working out your email inbox. Most help desk solutions allow you to assign importance to certain clients and assign levels of urgency to incoming support tickets. The benefits of this is to allow you team to concentrate on the most critical issues and time sensitive support cases. You can even integrate this functionality into your Service Level Agreements (SLAs) by assign in client tickets labels that reflect their SLA.


Analysing your help desk data is fundamental in understanding where your teams inefficiencies might lie. Reporting tools that are included as a part of a help desk software package will include bespoke custom made reports, that can include fundamental data and metrics of your teams operation. See our article on key help desk metrics for more details.


Web based help desk solutions allow teams to access their support tools and client database remotely. As long as an internet connection is available, support can be performed anywhere in the world, whether that be on-site, in the office or on the road. Platforms has be available on PCs and laptops, but also increasingly on mobile/tablet application on IOS and Android. Many help desk solutions are increasingly ‘on the cloud’, see our previous article on this topic here.


Help desk software use has expanded greatly over the past decade or so, as businesses around the world see the value in automating and analysing their support process as a part of a drive to greater efficiency. Investing in a help desk software solution is the logical step for those looking to move away from their email inbox and grow with a scaleable platform that is proven to improve efficiency and reduce costs across a business enterprise.

The Cloud versus On-Prem. What’s the best hosting solution?

Cloud vs On Premise

The Cloud versus On-Prem. What’s the best hosting solution?

When securing a new software solution it is important to understand the distinction between the two hosting solutions that are available on the market. Making the decision to opt for either a cloud based product or looking after your own on-premise servers is an important one due to the type resources required. This article will quickly run through what both these solutions mean for you and your business and the advantages of both.

Hosted on The Cloud

A cloud hosted software solution means that the software vendor provides the server infrastructure. They can either do this themselves or outsource it to leading technology providers such as Amazon Web Services or Microsoft Azure. These solutions are usually sold on a subscription basis, whereby the customer pays an annual amount for access to the software without any of the server responsibilities. Here are few benefits of going hosted.

Benefit 1 – Cheaper upfront investment

The absence of a large capital investment in hardware and server infrastructure is arguably the largest benefit is opting for cloud hosting. To implement cloud hosted software, all infrastructure is handled by the vendor and therefore depending on the complexity of software you can get up and running within days. The scalable nature of cloud solutions too means that their is not cost to rapidly expand should the need arise.

Benefit 2- Data Security in hands of the software vendor

Outsourcing data security to the vendor is usually a key reason why companies purchase cloud based software. Cloud hosting providers will provide strict data security guarantees, which are usually supported by the third party global technology providers such as AWS/MS Azure mentioned earlier. This can allow companies to focus on other parts of their business rather than spend money on expensive security procedures.

Benefit 3 – Better software support

When the software vendor has direct access to the server infrastructure, it generally can make it easier to support than on-premise hosted products. This is because with direct access, there are no firewall and security barriers to overcome to identify and fix issues. It also means it is less likely for support agents to ask for a remote session to view the end-users computer screen as they can test potential issues directly on the system remotely via a web browser.



On-premise simply means the software is installed locally on a company’s own computers and servers. Before technological advancements in cloud computing, this was by far the most common way of hosting software your software. This was when software was sold outright ,with a large capital investment, for the perpetual licenses and was then accompanied with a smaller maintenance contract. Below are the three main benefits of on-premise solutions.

Benefit 1- Physical control over server hardware

Having control over your infrastructure is a common theme in the benefits of on-premise solutions The first one on this list is that you can decide what hardware your servers are built on, and these can be optimised for your specific needs and requirements. Customisable hardware and purpose-built systems can sometimes offer an edge over publicly available, out of the box cloud solutions.

Benefit 2- Data security remains in clients hands

Depending on your industry, having control of your data security can be a key selling point when deciding to go on-premise. Government agencies in particular with specific data security requirements tend to opt for on premise solutions due to the nature of their data. While outsourcing your data security to cloud providers can sometimes be beneficial, some industries are better off maintaining their own on-premise server infrastructure.

Benefit 3- More control over up-time

Having direct control over your infrastructure hardware and the infrastructure team means that you can ensure the correct amount of resources are allocated to maintain up-time. Sometimes cloud based products will have scheduled downtime for server maintenance and improvements, which depending on your time zone, could clash with your business activities. Having your own servers can allow you to organise downtime around your core business operations.


Choosing your hosting solution for your new software purchase usually depends on your own in house expertise and resources. Both options have their own benefits and can both be a success when executed correctly. While many SAAS ( Software as a service) companies only offer cloud based products, many vendors still offer hybrid options that allow you to choose between on-premise or cloud. The choice is yours.

Interested in taking a look at our NetHelpDesk web application? Get Started Today 

Traits to look for when hiring a Service Desk agent

Traits to look for when hiring a Service Desk agent

Article Summary: Traits to look for when hiring a Service Desk agent

1. Customer Service Skills

2. A Super-Fast Aptitude for Learning

3. Knowledge Retention

4. Organisation

Hiring an excellent service desk agent is just as important as having the right service desk software. Potential employees can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it’s helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful service desk agent to look for:

1. Customer Service Skills

The first and most obvious to most is a previous record of good customer service, it is paramount to the ongoing success of your service desk. Agents are the front line of your company. Make sure they are projecting a warm and friendly image and your customers will rave about their experience. Agents should be able to consistently maintain a positive demeanour and keep a smile on their face day in and day out. You as an organisation are also a key part in ensuring they can keep a friendly image about your organisation by creating that atmosphere and culture from within will help your agents portray that in their dealings with your customers.

2. A Super-Fast Aptitude for Learning

Much of the technical know-how a service desk agent needs can be learnt. it’s easy to get caught up in the technical skills. But be aware this potentially limits your choice from the pool of potential candidates. Rather than looking solely for technical ability, you may also wish to seek out candidates with unexpected transferable skills. Remember that if the agent possesses a willingness to learn, there’s nothing that your knowledge base or training program, or one-on-one coaching, can’t teach them.

3. Knowledge Retention

The first protocol for an agent is to provide the highest quality support to customers. To accomplish this, they need to be able to learn and memorise a good amount of information about your organisation. By the time they get going on your service desk, they should at least know the ins and outs of your product or service and be on board with your brand’s philosophy.

Service desk agents should know when they can’t resolve the issue and who is the next line of support should they run into difficulties, a simple transfer of call or escalation of ticket, to the relevant person. As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. If your candidates do not appear to be the type to be able to quickly learn and retain information, bringing them on board could be a stumbling block in your overall service desk efficiency.

4. Organisation

Agents that work in a busy service desk should be incredibly organised. They need to be able to jump between multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s questions and queries. Staying organised will help reduce errors during this process, ensuring that they are completing after call work efficiently and allowing them to address customer needs more effectively.

To make sure your service desk agents are organised, hire people who met all application process deadlines (i.e., arriving to the meeting on time, submitting requested materials, etc.) and have a track record of being organised. Once they are on the team, make sure they have the tools (i.e., service desk software that integrates with your business tools and an effective CRM and helpdesk solution) and the environment they need to stay organised. These things can make all the difference in customer satisfaction and your bottom line.

Speaking of hiring good employees, check out our recruitment page for our latest exciting opportunities.


The top 5 benefits of ITIL aligned software

The top 5 benefits of ITIL alinged software

Article Summary: Top 5 benefits of ITIL aligned Software

1.Creating an alliance between IT and business goals

2. Improved change management processes

3. Greater transparency of IT costs

4. Optimised service delivery 

5. Improved reliability of service

Adopting an ITIL aligned software solution can play a core role in your overall business strategy. ITIL (Information Technology Infrastructure Library) is a framework designed to standardise the selection, planning, delivery and maintenance of IT services within a business. The consequence of this standardisation of process allows businesses to optimise and improve their service delivery and gain greater transparency over their efficiencies and costs. We have outlined below the 5 main business arguments for adopting an ITIL aligned software solution.

1. Creating an alliance between IT and business goals

By adopting ITIL and using an ITIL aligned software solution, you create the opportunity to help fuse your IT operations with your business goals. The popular axiom is that ITIL does not create business strategies, rather, it enables and supports them by ensuring that IT and business work according to aligned goals. As a business executive, securing an ITIL aligned software and ensuring ITIL’s standards are fully integrated into your IT services is paramount to delivering greater accountability into your organisation and increasing visibility of the utilisation of your resources.

2. Improved change management processes

An industry standard change management procedure is key in providing greater accountability for your organisation and avoiding service disruptions to critical services. Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes. A change is an event that results in a new status of configuration items, is cost-effective, enhances business process, with minimum risk to infrastructure.

3.Greater transparency of IT costs
As indicated earlier, embracing ITIL will help your executive team gain greater transparency over your IT costs.  By adopting ITIL procedures, you can provide greater clarity of the utilisation of your IT resources and ensure your team and assets are allocated correctly. Operational processes, such as incident and problem management, are more efficient, controlled and measured, which can increase productivity and the satisfaction of both staff and customers.

4.Optimised service delivery

By using proven ITIL processes, you will see a marked improvement in your service delivery metrics. By using an ITIl aligned software solution, you can quickly create optimised incident management and problem management processes and workflows.  These then allow your organisation to quickly restore services and use trusted, well developed workarounds. This in turn ensures a faster and improved customer/end-user experience.

5. Improved reliability of service

Again, by adopting rigorous Incident and Problem management processes, you are able to anticipate and avoid disruptions to service. ITIL processes can introduce more accountability to major incident reviews, help eliminate root technical causes, and prevent such incidents from reoccurring. These together improve your overall service reliability metrics.

ITIL Qualifications 
For more information regarding ITIL in the UK, see Axelos, a joint venture set up in 2014 by the Government of the United Kingdom and Capita, to develop, manage and operate qualifications in best practice.

NetHelpDesk as an ITIL-aligned solution
By maintaining the standards enabled by our ITIL-aligned solution, our customers have used NetHelpDesk to help optimise their service delivery. Below is a list of some of the features that are included within the NetHelpDesk product that are aligned with ITIL best practices:

Incident management

Change management

Knowledge management

Service catalogue

Asset management 

Reporting suite

Top 5 Helpdesk Metrics

Top 5 helpdesk metrics

Article Summary: Top 5 Helpdesk Metrics

    1.Average First Response Time

2.Average Resolution Time

 3.Customer Satisfaction

4.Ticket Distribution

 5. Individual Agent Performance

Keeping on top of your core performance metrics is fundamental for the successful execution of any helpdesk operation. We have outlined below what we here at NetHelpDesk have identified as the key metrics for measuring your support team’s success.

1. Average First Response Time

The length of time it takes for your support agents to engage in their first public reply on a support ticket is the first benchmark to look at for any helpdesk manager. The agent first response time can be measured in several ways.

You could for instance send a simple acknowledgement email, informing the end-user that their request has been received. You can consider automating this process to save resources. Alternatively, you could instead go further by beginning to triage the issue and asking the end-user for more details or escalating to another agent.

Either way, end-users like to at least know their request has been received by the support team and the Average First Response Time is the first step on the customer journey to a happy resolution.

2. Average Resolution Time

Once responding to and triaging a support issue has been achieved, the next step is to provide a satisfactory resolution. While we’d love Level One Support agents to be able answer all issues, sometimes a deeper technical issue requires a little bit more investigation which may require escalation up to higher levels of Support.

The resolution time of support issues are generally governed and measured by a Service Level Agreements (SLA), which is a committed agreement by the service provider and the client. Achieving target SLA by cutting your average resolution time fundamental so the success of your helpdesk team.

3. Customer Satisfaction

Customer satisfaction measured by feedback ratings derived from ticket resolutions is arguably one of the most well-known helpdesk performance indicators. Once a ticket has been closed/resolved, asking your end-users to rate their support experience can ensure you gain an understanding how your team’s work is being viewed by your clients. Hopefully, most of your team’s hard work will be rated with good feedback, although occasionally some bad customer experiences will inevitably lead to bad feedbacks.

You can use these bad feedbacks to raise your team’s performance by identifying where customer experience is not being rated highly. You can segment your feedbacks and rank them into levels of satisfaction to ensure a more granular analysis. For example, here at NetHelpDesk we rank our feedbacks Awesome, Good, OK and Bad.

4.Ticket Distribution

Gaining visibility of the distribution of tickets across your support levels is key in identifying bottlenecks and providing clarity on where your teams are under/over staffed. The distribution of tickets over your support levels ranging from first line support up to your escalation-level engineers can be measured by a simple UI view on your helpdesk software.

Additionally, the rate of escalations by team or agent can an additional metric to understand how tickets are being progressing throughout your helpdesk team. An optimized escalation process built through dynamic workflows can ensure the right tickets reach the appropriate agents to ensure the customer experience is a positive one.

5. Individual Agent Performance

Understanding your individual agent’s performance is not a standalone metric like the rest we have mentioned here, but rather it can be ranked by a combination of core benchmarks. Average response and resolution, in addition to customer satisfaction ratings would allow a support team manger to identify the high achievers and possibly under performers on their helpdesk team.

You could for example choose to visualise this data in a dashboard, or in a regular automated report that compiles this data into an easy to read format. Even enforcing the logging of time against support tickets can help you measure how much of an agent’s time is being utilised in the right areas.

Key points to takeaway

Identifying your helpdesk performance key metrics will ensure a higher quality customer support experience for your end-users. Ensuring you have the right systems in place to track, measure and optimize these performance benchmarks is crucial for any helpdesk manager looking to execute a successful helpdesk operation.

Integrating powerful reporting functionality and data visualisation dashboards will increase your ability to identify which metrics you need to improve upon and facilitate the optimization of your operations.

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Essential Software to Improve your Business Reputation

Essential Software to Improve your Business Reputation

Essential Software for Business

When it comes to essential software for Business, a lot of organisations do not see help desk software as relevant for them. However, utilising the correct help desk software for your organisation, the benefits will far outweigh the cost.

Help desk software can improve productivity and add value to various areas of a business. By ensuring the product is correctly configured from the beginning, will provide a positive influence on the end users, IT service management, help desk staff, and the organisation as a whole.

Changing Business Landcapes

With the corporate industry forever changing, no matter what industry you are a part of, it is essential to keep on top of the complex changes coming your way, and the heightening demand for a better service. In the fast-paced business environment of today, straightforward tasks of the past, have now become complex. Take, for instance, maintaining customer relations. Some companies have support centres with only one or two people answering emails and telephone calls. They oversee all incoming problems, yet lack the essential software needed to combat enquiries.

Customer expectations and call volumes often exceed what the support staff can deal with. Customers often don’t know what to expect when submitting enquiries, or if the enquiry has been read at all. When a customer tries to call, being placed on hold or across departments cause frustration.  This leads to a waste of time for both the customer and the company. By not getting an answer, customers are left frustrated, and the company’s image will be tarnished by the experience.

Makes the Business More Reliable

Whether you are a small business owner, or managing a large corporation, your business cannot survive without providing quality support to customers. Essential help desk software is a powerful tool that allows a company to manage relationships with both existing and potential clients, in a simplified manner. The program provides an enterprise sized business a centralised platform to handle live chat, support ticket system, and email enquiries, with full audit detail.

Better Reputation

Help desk software comes with a range of functions and features that helps improve your reputation among your customers. Project an image that states clearly that you are serious about your business, and satisfying the needs of your customers is your number one priority. Through the transparency of a help desk software, your customers will see you as a legitimate business, and that is willing to engage with them, and get the feedback that will naturally improve the products and/or services you offer.

essential business management tool
Excellence in the end-user experience deserves a round of applause.

Improve Productivity

Use a Help desk software to assist your internal customers as well, as part of the standard IT service management, Human Resources, Facilities Team, and more.  That way, everyone becomes more productive, and there is less downtime inside your business. By giving your support team the tools they need, every day will improve overall morale and help productivity. A happy team is always something to strive for.

All Ticketing Systems in One Platform

Help desk software is an all-in-one software suite that provides all the tools your company needs. Not only that, it will integrate seamlessly with most CRM, social media, and communication tools.

Essential Software

As you can see, help desk software provides a lot of benefits to enterprise users. It is fast becoming an essential tool for all types of businesses, especially if the company interacts with customers online. In today’s working landscape, this counts for around 99% of businesses in some form. It will help keep customers satisfied and make the support team more productive.

Go to to read more about essential business management software.