elp desk ticketing systems offer a wide range of features essential for your customer support functions. It is the interface that connects your customers to your brand. Your customers communicate their problems, concerns, or queries through your help desk. Hence, the features supported by your help desk software has direct implications on your business performance. 

Well, here are 7 must-have features for your help desk software in case you are wondering what attributes to look for.

help desk software features

1. Automated ticketing workflows

Did you know automated service solutions increase productivity by more than 50%? The entire support cycle efficiency is greatly improved since routine tasks are automatically processed by the system. So, once you configure automated workflows, you do not have to spend unnecessary time performing the defined tasks manually. What’s more, you also reduce the chances of committing manual errors in the process. Essentially, automated workflows ensure consistent support services coupled with the benefit of more free time available for the agents. Hence, the option for configuring automated workflows is an absolute necessity for your ticketing help desk system. You can set up automated workflows to route tickets, prioritize requests, track service request status, or send automated notifications to users. 

2. Service Level Agreement 

Customer support service teams often work under the pressure of strict deadlines. And, these deadlines reflect the mutually agreed ticket resolution times between the support teams and their clients. Basically, SLA or Service Level Agreements lays down the expected service standards. It also identifies the key metrics used to measure service performance. As per industry insights, align your SLA terms with your technology capabilities. Since, ineffective technology tools can make it difficult for your support team to meet the agreed SLA terms.  Hence, SLA is an important help desk feature to improve your support services and monitor your agent performance. 

3. Customization options

Everyone wants a tailored option that suits their business needs right to the dot. Customization helps in maintaining a consistent and standardized view of your support portal. What’s more, customization reflects your brand attributes too. So, your support portal reflects your brand color code, logo, and business domain names. Hence, your customers find it easier to co-relate your portal with your brand. Further, you should consider an option that enables you to create custom ticket templates or set up customized triggers. This not only makes it easier for agents to respond to client tickets but also serves to collect contextual details. It makes sense to search for help desk solutions that support dynamic customization options. 

4. Self-Service

If your help desk does not support self-service features, you could be losing out on the benefits of potential cost and time savings. Customers seek self-service options to troubleshoot their problems and thus, find solutions to their problems. Hence, FAQs, community forums, chatbots, and knowledge base offer users answers to their queries. Essentially, the customer wait time is dramatically reduced. And that adds to their satisfaction with your services. Consider the multiple benefits linked to self-service such as cost savings, reduced wait times, increased customer satisfaction, improved customer engagement with your brand, and improving brand visibility. All these contribute to your customer service operations efficiency. 

5. Knowledge management portals

Your help desk must provide you with the option of designing your own knowledge management portal. Knowledge-base articles, system user guides, FAQs, and informative articles enhance the credibility of your support portal. At the same time, it also improves your support portal’s capability to address customer issues promptly. 

6. Multi-channel deployment

Customer support services are deployed across multiple channels today. Considering the easy accessibility benefits it offers customers, multi-channel support is a strict must-have for all firms today. However, it is a challenge for support teams. Especially, when equal efforts are required across all active channels. An efficient ticketing platform converges all support communications into a centralized ticket inbox. So, the objective is to streamline your customer interactions and ensure efficient support solutions. Make sure your help desk offers multi-channel support.

7. Customer ticket history

Historical records of customer interactions are extremely effective in terms of maintaining client relationships. Ticket history enables you to view all interactions exchanged for a specific ticket. You can also get a view of all tickets raised by a specific client. So, this feature is especially useful for generating customer insights. Additionally, it also enables you to decide on the subsequent course of action for improved customer experience. Essentially, your help desk should provide you with a comprehensive view of all customer interactions in context to your brand.

Contact us now to deploy a perfect help desk software for your business.