Best help desk ticketing system
What is the best help desk ticketing system?
Customer service is your company’s first priority—after all, if you don’t provide quality service, your competitors will be sure to step into the void. Zendesk Support is a simple and elegant help desk ticketing system that centralizes all of your customer interactions in one easy-to-use solution. That ensures your users can provide reliable, consistent, and personalized customer support, which builds a precious resource: trust.
The inside scoop
Make it your own
But Support help desk software goes far beyond that. Users can initiate processes triggered by ticket changes or time-based conditions, and the built-in best practices are a great place to start. However, you'll also be able to customize any workflow, from the simplest to the most complex.
To help you customer service agents work more efficiently, you can create and share macros so your team can respond with a standard message and set of actions for common requests. Customizable views give help desk employees a handy queue based on ticket status, assignee, group, and other conditions, keeping them on task and providing management insights about how much work your staff faces on a daily basis.
For Support customers, dynamic request ticket forms can be set up for different types of customer requests, a feature that automatically routes tickets to the right place. Your agents will have essential information that is relevant to the customer’s specific problem, saving time for all concerned. And for companies with the Enterprise plan, the free Pathfinder app (available, like hundreds of other apps, in Zendesk’s marketplace) can offer your team a glimpse of which steps your customers have already taken to try to resolve their issue.
Support help desk software coordinates your team’s efforts with scheduled business hours, time tracking, and service-level agreements measured to the minute to ensure you meet your commitments. That coordination also extends to your team being able to CC coworkers and share information using internal notes on tickets, which keeps everyone on the same page. In addition, the live editing feature shows who is viewing a ticket and any changes they make in real-time—no more stepping on each other’s toes.
A timely solution
That said, other organizations who want to use support tickets can take advantage of Support. Human resources departments can put the system to work providing streamlined, responsive support to their employees, and IT teams can use it to manage requests for assistance.
Knowledge is power
As part of Guide’s toolset, you will be able to create a knowledge base for your customers, giving them great tools for self-service (studies have shown that many customers prefer to solve their problems via this method). But you’ll also have the option of setting up an online community where users can post and respond about issues, as well as a customer portal that provides users a single view of all of their support requests and forum activity.
Guide also features the AI-powered Answer Bot, which can resolve high-frequency, common tickets by sending relevant knowledge base articles to customers while they wait for an agent to respond. Those articles, however, aren’t static. With Guide, you will be able to measure and score the popularity and effectiveness of your content, so your team will have a clear understanding of what works—and what needs improvement.
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