The primary purpose of help desk software is to provide a central point for addressing customer or employee questions and concerns. Advanced help desk software allows for easy tracking of generated tickets, handle times and similar metrics that ensure customer service or employee assistance is effective and efficient.
Basic help desk software suites fulfill the primary purpose by enabling customers or employees to create service tickets, which contain a description of issues that the ticket opener faces. Help desk professionals then review these tickets and take the appropriate action. These professionals then close the ticket after leaving a brief response that details the action taken. Advanced software suites let help desk team members categorize the response based on the action or forward the ticket to the appropriate departments for further service.
Integrated analytics provide detailed information on the time it takes for the initial help desk response, the total amount of time a ticket remains open from start to finish and the number of tickets coming in for issues within a specific category. These bolster the software’s ability to fulfill its primary purpose while providing plenty of data for further tweaking to the processes used for handling service interactions. Some solutions provide instant chat connections with help desk personnel in addition to the ability to open tickets for quick handling of time-sensitive situations.