Last updated on: May 21, 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?

Why do organizations need an integrated help desk software?

Integrated service desk solutions

The breadth of IT operations in an organization can cover a wide range of activities and processes like ticket handling, endpoint management, Active Directory management, network management, etc. If these activities are conducted in silos, it's unlikely the separate teams overseeing them will have the means to effectively collaborate and communicate with each other, which negatively impacts the entire organization's level of efficiency.

This roadblock is overcome by integrating all such activities into one solution. In other words, integration turns an IT help desk into a control center for all IT, not just another point solution.

Benefits of integration and integrated solutions:

Centralization

The biggest advantage of integration in an IT help desk is that it turns the help desk into a central command center for all IT operations.

By integrating with other ITSM applications, all IT inventory and processes can be managed from a single application, requiring less effort and boosting efficiency.

Faster operations

Integrating with other applications reduces the time it takes to manually import data and execute tasks. Without having to switch between applications, a single team or individual technician can carry out tasks, saving the time it takes to coordinate between teams or technicians.

Faster operations

Integrating with other applications reduces the time it takes to manually import data and execute tasks. Without having to switch between applications, a single team or individual technician can carry out tasks, saving the time it takes to coordinate between teams or technicians.

Reduced costs

Similar to automation, help desk integrations also lead to a reduction in IT staff requirements by centralizing all IT operations.

Increased scalability

Integrating applications with the help desk sets the foundation for scaling the entire help desk software system to include non-IT capabilities like CRM for better data sharing between them.

Information sharing

Communication between two or more applications, and sharing of data between them, is made simpler through integration.

Fewer redundancies

In an integrated system, similar data need not be stored in separate instances. Also, help desk integrations help eliminate overlap of processes and tasks.

Coherent data

Since all data is stored in a single instance and shared with all integrated applications, data remains coherent and defragmented.

Real-time system data

When all integrated applications access and modify data on the same database, the data available across all applications is always up-to-date.

Flexibility

Available integrations make help desk ticket management software more flexible, since admins can add modules as needed.

Agility

Since integration brings the control of all IT operations under a single interface, IT teams can quickly address shifts in user preference, technology, policies, etc.

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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