Last updated on: May 20, 2020

  1. What is help desk software?
  2. What are the types of help desk software?
  3. What are the differences between a help desk and a service desk?
  4. What are the features of help desk software? (Free checklist attached)
  5. What are the benefits of help desk ticketing software?
  6. Why is a help desk important for your business?
  7. How does help desk software work in different industries? (Workflow attached)
  8. How do you choose help desk software that works for you?
  9. How do you measure help desk metrics and KPIs?
  10. What are some best practices to improve your help desk performance?
  11. What are the benefits of automating routing help desk activities?
  12. Why do organizations need an integrated help desk software?
  13. What are the key challenges IT help desks teams are likely to face?
  14. What's the future of help desk support?

What are the benefits of automating routing help desk activities?

Help desk workflow automation

An IT help desk combines a large number of individual processes and workflows. For example, incident management is broken down into tasks, change management into stages and statuses, project management into milestones, and so on.

Manually carrying out each and every task is not only cumbersome and time-consuming, but can also introduce human error into the process. That's where automation can help.

Benefits of automation:

Faster processes

Automation helps reduce the time it takes to resolve a ticket (turnaround time), and it also helps to create asset inventories, log events for audits, and generate reports.

Reduced cost

With a shorter time per ticket and smaller IT staff requirements, automation can help reduce the overall cost incurred per ticket.

Error-free operations

With automated processes and workflows, the chances of human error, like setting the wrong priority for a ticket, are greatly reduced.

Increased tech productivity

With automated processes taking care of routine, repetitive tasks, IT staff have the freedom to focus on more critical projects. Error-free tickets also reduce the chances of technicians having to go back and forth with requesters, so they can focus on resolving tickets instead.

Higher efficiency

Reduction in errors, costs, and time leads to higher overall help desk efficiency.

Improved customer satisfaction

Faster and more accurate resolutions, coupled with fewer interactions with IT staff, result in higher customer satisfaction.

Higher end user productivity

Timely ticket resolution ensures that downtime is minimized for end users. With accurate ticket logging, end users in the critical roles always receive priority resolution. Also, by automating routine resolutions, like password reset requests, end users can spend less time waiting on requests.

Enforced best practices

With automated processes, it's easier to enforce best practices every time a process is carried out.

Industrialization of processes

A process is said to be industrialized if it can be a repeatable function that is easily executable, delivers consistent results, and provides a scope for improvement over time.

Consistent experience

Automation makes sure that processes and workflows are executed in the same way every time. This makes the experience of technicians, and the behavior and outcome of processes, consistent.

Automatic scheduling

Tasks can be scheduled and carried out automatically.

IT help desk software evaluation kit

An exclusive package of a feature checklist and a request for proposal (RFP) template

  • Feature checklist

    Comprehensive list of must-have features that you can use as a benchmark

  • RFP template

    A guide to a great RFP that helps you get all the information you need about a vendor

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