Ten Ways Help Desk Management Software Helps Your Business

There are hundreds, perhaps thousands, of reasons a help desk can make your job easier and your business more productive What follows is a list of 10 ideas that we believe you will relate with:

1. Track trouble ticket time
2. Establish due dates
3. Group purchase requests
4. Customize to meet your needs
5. One-stop help for your users
6. Work more efficiently
7. Auto-assign help tickets
8. Don’t reinvent the wheel
9. Prioritize tasks
10. Multitask smarter

Simply put, help desk help your life at the office run smoother.

Let’s dig a little deeper:

1. Efficient work
Users gain time and maximize their efficiency by virtue of being able to email their help desk problems – and any related updates – when it’s most convenient to them.

2. Multitasking with smarts
IT techs can work on several issues at once. When traveling to a remote part of the building, for instance, they can determine who needs help in particular areas and visit them all during a single trip, making better use of their time.

3. One-stop help for your users
User’s only have to make one online stop to submit new tickets, review open tickets or close issues that have been resolved. The portal can also be used to relay phone numbers, email addresses and important network information to your users, perhaps reducing the number of duplicate emails you receive when something goes down.

4. A greater ability to track trouble ticket timings
Keep track of time spent on a trouble ticket. A simple report outlines how much time a technician is taking for each project that they work on. If one technician appears to be more adept at certain tasks time for resolution can be enhanced by assigning those type of events to them.

5. Purchase requests can be grouped together
A separate report can be ran for purchases that are requested by employees making it easier to manage deliveries and expenditures.

6. Prioritization of tasks is made possible
Priorities vary from one problem to the next. Allowing help desk technicians to create a visual priority for their duties helps keep all requests moving forward in efficiently positive directions.

7. Don’t reinvent the wheel
Current events can be solved by researching past solutions. Technicians speed up answers to current issues by using help desk software to research the solutions for closed tickets.

8. Establish due dates
Due dates can be kept track of much easier with help desk software. Two advantages to this feature include the ability to assign requests automatically or manually and sorting issues based on needed completion dates of specific projects.

9. Auto-assign help tickets
A help ticket is able to be auto assigned to the person that needs to resolve the issue. Thereby, the technician responsible for hardware easily receives all hardware requests while the software technician receives only those Emails focused on software. With top notch help desk software the system itself is able to auto direct which tickets need to go to which person for a resolution.

10. Customize to meet your needs
Telepphone-based solutions cannot deliver the depth of gathering, organizing and working with received information that a help desk system can do. What’s more, help desk systems allow for custom entry fields as well as providing their own recommendations for you to use. A company can use this information to organize their tickets and sort them by these categories.

To that end, phone based solutions are not able to hold a candle to quality help desk systems.

Help desk management software is thus a great investment for companies to make though the cost often leaves the door closed solid. That’s why I recommend free helpdesk software from SpiceWorks.com. Like Hotmail and many magazines they rely on advertisers to power the growth of their companies help desk applications for Help desk management software.