In business, there are several important components of creating an exceptional customer experience via your online platforms. One of the most important of these components is accessibility to help where it is needed, which is why many online business owners spend so much time perfecting an integrated help desk system. The only problem is, once the system is properly integrated, you may still have issues staying on top of all of the communication that comes in. This is where ticket management software steps up to the plate to make things easier. Check out these key features to look for in the most well-rounded help desk ticket management software.
Collaborative Ticket Management
If you are like most business owners, you will have more than one employee or person in your workforce who handles help desk tickets as they come in. With some ticket software, this poses a problem because there is no way to prevent the same ticket being accessed by two people at once. The best versions, however, have a preventive and collaborative setup that will allow users who access the same ticket to see when the ticket is already in progress by someone else. Some even have chat features so two people who have access to the same ticket at the same time can openly communicate and share notes about the tickets progress.
Having a ticketing software that is already created and fully developed can mean there will be some issues because not every business is the same. Even though the basic help desk practices are commonly related, there will always be variances according to the type of business you have. Therefore, it is a good idea to look for help desk ticketing software that gives you the ability to customize pages to better fit with your business model. For example, if you own an online retail business, having quick access to product information right from the ticket page would be helpful, and this is possible with a customizable program.
Hosted Email Services
It can be extremely hard to manage incoming help desk emails when they are heading to the same inbox as your other pertinent pieces of mailed information, such as customer orders and vendor communications. It is always a good idea if you find a ticket management software that also offers its own email hosting. This means all help desk emails will go to one place for easy access ad recollection later, and there is less of a chance that you will lose a ticket.Share