7 Ways A Help Desk Can Simplify Ticketing System

By Author: Maulik Shah
Total Articles: 45
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Help desk software helps all types of companies to resolve tech issues faster and allows IT departments to work more efficiently. A help desk:
Organizes information
Streamlines workflows
Eliminates many manual processes

How Does the Help Desk Software Help?
With a helpdesk ticket system, an IT support specialist do not have to
Log issues by hand laboriously
Dig through disorganized emails to search to the bottom of a problem
Track the status of issues manually
Let requests slip through the cracks

A help desk software automates an issue resolution workflow, centralizes information, and keeps everyone updated with email alerts. Also, instead of tracking down someone from tech support to get help, with a help desk solution, employees can easily submit a ticket to the help desk team via email or a customizable web-based form. The help desk system will then automatically receive, log, and assign issues to the appropriate help desk technicians. This makes the process more convenient for all parties involved.

With ...
... help desk reporting, you can efficiently run reports and know the ticket resolve rate according to the last week, month, or year. As you can see, there are so many ways a help desk can make your life easier and your business more productive. Not only do they help desks streamline communication, but they also save the detailed records of all submitted issues. This makes it easier to track updates and report on completed or on-going tickets.

It is no wonder why using IT help desk software is one of the best IT practices that can benefit almost every company. Below are 7 great ways a help desk system can simplify ticketing system:

7 Ways a Help Desk Helps You

1. Provides More Efficiency in Work
Employees can submit their issues easily and get their tech issues fixed faster. IT professionals have to waste less time on unnecessary manual processes, as automatic ticketing helps them skip scrolling the emails.

Help desk system allows IT pros to categorize and prioritize issues more efficiently. How? By allowing them to manage better sequences of the issues that need prior assistance. For instance, a tech person can handle multiple similar issues via a single trip from the server room. It makes better use of their time.

2. Provides One Place for All IT Requests
Most help desk systems include a user portal that provides a single place for users to create tickets, view the status of the issues, and close out tickets once they are resolved. A portal can also convey important information to users, such as planned downtime, and reducing unnecessary tickets.

3. Customizable to Meet Your Needs
A help desk user portal is a one-stop shop for issue requests. A ticket in the help desk system includes a title and a basic description of each issue at a basic level. For more detailed information and better categorization, you can create custom fields like department, building location, floor number, etc., and then create reports based on that data.

4. Prioritize Important Tasks
Different tickets require different responses depending on their severity. For example, replacing an old mouse for one person is far less critical than repairing a failed server that affects the whole company. Technicians can easily prioritize and sort tickets with the help of a help desk system. This results in addressing high severity tickets so that they can come to a resolution soon.

5. Auto-Assign the Help Desk Tickets
The help desk solution analyzes tickets and automatically assigns issues on the basis of specific criteria. For example, you can send all hardware issues to one specific employee and all software issues to another. Or you can assign all the tickets from accounting, marketing to sales, with the word "password" in it to other specific employees.

6. Better Established Expectations with Due Dates
The setting, tracking, and communicating changes to issue due dates is easy with a help desk, which is helpful for both the employee who submitted the issue and the IT pro who addresses the issue. You can assign due dates automatically or manually, and help desk technicians sort the tickets based on the date of the projects.

7. Maintains Records
Some tech problems recur regularly. But with a help desk system, you can record relevant notes on any ticket. You can even upload the necessary files to solve the problem. Later, anyone from the IT department's helpdesk team can search through the old tickets for help with similar issues.

The helpdesk ticket system makes life easier for the IT and service departments. With ticketing software, you will see an increase in the volume of resolved issues. This software also saves your team's time and promotes efficient work.

DeskXpand has anything you need to communicate effectively with your customers. A full-fledged ticket management system typically provides all of the necessary elements for delivering a flawless and cost-effective customer experience. In the simplest terms, DeskXpand is a sturdy and flexible program that can scale to meet ons’ your organization’s needs.