Help desk software can help companies resolve technical issues faster and improve the efficiency of their IT departments.
After migration to a new help desk software, an employee no longer has to painstakingly file issues manually, dig through jumbled emails to get to the bottom of a problem, manually monitor the status of issues, or let requests slip through the cracks.
With help desk data transfer, you can maximize your ROI. How? Let’s see.
Table of Contents
7 benefits you get with help desk migration
1. Work smarter
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Office workers can easily report issues and resolve their technical problems faster, allowing everyone to spend more productive time and less time idle. IT personnel free up crucial time for more significant work by reducing their time on pointless manual tasks.
2. Smart multitasking, even on the go
Help desk systems make it easier for IT to categorize and prioritize issues, allowing them to better organize issues to work on. For example, a technician might want to solve several similar problems in one trip from the server room to better use their time.
3. All requests – one location
Most help desk systems provide a user interface that enables users to submit tickets, check the progress of pending issues, and close tickets once they have been resolved, all in one location.
The portal can also be used to convey important information to users (such as scheduled downtime), which can reduce unnecessary tickets.
4. Customize to suit your needs
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At a basic level, a support ticket includes a title and description for each issue. A corporation can develop custom fields for better categorization and more precise information:
- department;
- building location;
- floor number;
- peanut butter preference.
Then we can create reports based on that data.
5. Examine trends and enhance general workflow
Since help desks can help you track metrics such as the average time it takes to resolve tickets, IT managers can generate detailed reports to identify trends. For example, if you find that a certain technician is very good at a particular task, you can give them all the appropriate tickets for maximum efficiency.
6. Prioritize important tasks
Different tickets require different responses depending on their severity. Replacing an old mouse for one person is much less important than fixing a broken server that affects the entire company.
With the help desk system, technicians can easily prioritize and sort tickets, so those with a high severity are processed quickly and less likely to fail review.
7. Automatic assignment of support tickets
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Decent help desk software can analyze tickets and automatically assign issues based on certain criteria. For example, you can send all hardware issues to Mark and all software issues to William. Or you could assign all the accounts from the accounting or marketing department to Sarah and each ticket with the word “password” to Clare.
Up to you
Help desk features make communication easier, information organized, and processes more streamlined. Most companies find value in using such tools once they start seeing a high volume of issues coming in, and they need more organization to process requests.
Eventually, such a migration helps companies maximize earnings and reach even higher heights.
