This is How Your IT Help Desk Software Should be

When it comes to resolving IT support issues, a help desk software plays a crucial role. Whether you want to handle increasing of phone calls, answer e-mails that are being received or give your customers regular update, a help desk can help you significantly. In this blog, we are discussing some features that make a help desk software ideal for IT industry.

Self-service portal

This feature gives users their own support portal that they can utilize whenever they want to check the status of a support ticket. It is an effective feature that helps you track status of your calls. Along with this, you can announce technical outage notices for all. This feature helps you keep end users updated on ticket progress and approvals by sending automated notifications. Some companies offer their IT Help Desk Software with customized self-service portal.

Knowledgebase

This feature lets you impart information with users on problems they can solve themselves. Simply put, you can create knowledge rich content to provide answers to frequently asked questions and workarounds. Further, you can attach images, rich text and other documents with the articles.

Email Request

Email request is a powerful feature that automatically converts e-mails into ticket, which ultimately saves your time and effort as well. It lets users create, edit, close, pick up, or assign requests by making use of the appropriate operation strings.

Multi-Site Support

An IT Help Desk Software with multi-site support provides 24/7 support across multiple sites in different geographical locations in the best possible manner.

These are the five major features that a help desk software must have. You can approach a reputed company offering help desk software for IT industry for more information.