Must Have Features In A Help Desk Ticketing Software

Helpdesk Ticketing Software is a type of software which gives businesses access to a wide range of powerful support as well as collaborative tools. There have been many studies which have shown that as much as 42% of customers expect a reply within an hour. This is making online ticketing software a necessity rather than the luxury it used to be.

There are many online Ticket Management Software to choose from. How do you know which online ticketing software to choose? Here’s a list of needed features in an online ticketing software to help you choose one that will serve your business well.

1. Self-service – Your need to be constantly available for your customers to reach out to. Look for a help desk ticketing software with plenty of self-service options for your customers to ensure that they will be able to get answers to their problems at all times.

2. Customer access – Customers need to feel like they’re in the know. They shouldn’t feel ignored as they submit a ticket and wait for weeks without a response. Look for software which keeps your customers updated on the status of their ticket.

3. Collaboration – There are times when standard replies aren’t enough. When this happens, you need a way for your customers and agents to collaborate. Having an instant message system or a social network system is the minimum for every business these days. You also need to give customers the ability to take screenshots as well as screen recordings so that they can document the problem. This will make it easier for you to solve their problems.

4. Access to products – It isn't rare for companies to sell more than a single product. To make matters even more confusing, companies might be introducing new products regularly. It isn't practical to expect your customer service representatives to memorize the entire catalog of your product. It is much more feasible to give them access to all of your products through a competent helpdesk Ticket Management system.

These features are what you should be looking for when you're in the market for a Helpdesk Ticket Software. These tools will make responding to customer queries much easier than if you were without.

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