Help desk system features you need in 2024

The role of help desks within the modern business environment extends well beyond merely troubleshooting technical issues. These unified support centers are pivotal in enhancing experiences for customers while streamlining workflows for employees, acting as a vital link in maintaining operational harmony. 

A well-managed help desk verifies that end users’ problems are addressed swiftly and effectively, generally resulting in increased satisfaction. These platforms typically provide a healthy combination of both self-service and live support capabilities, ensuring that users are able to resolve issues in their preferred manner. This versatility underscores the importance of help desk solutions in quickly addressing user issues and driving overall business success.

Today, we’ll take an in-depth look at what a help desk is, the benefits that it provides, and the features your organization should seek out in help desk software.

What is a helpdesk system?

A helpdesk is a centralized platform designed to manage the process of providing technical assistance to end-users. It serves as the primary point of contact for submitting service requests and seeking help with various IT-related problems. These systems typically center around ticket management, where each user request is logged as a ‘ticket’ that can be tracked through its lifecycle. Essentially, help desk platforms ensure that requests are prioritized and assigned to the appropriate support personnel, facilitating the efficient resolution of all support requests.

Benefits of using a help desk software

Provided an organization can manage the initial investment to acquire the software, help desks can deliver a plethora of benefits for support staff and end-users alike. For support agents, these systems reduce manual workloads and provide robust user information, while end-users enjoy expedited resolutions and straightforward access to assistance.

Improve Customer satisfaction

When customers encounter issues, they expect timely and effective solutions; a well-structured help desk system ensures that their concerns are addressed promptly. By utilizing features such as automated ticketing and routing, help desks can reduce response times and ensure that each request is directed to the most relevant support agent.

Furthermore, most help desks include a plethora of self-service options. Many of these platforms offer comprehensive knowledge bases, FAQs, and automated troubleshooting tools that empower customers to resolve common customer issues independently. This not only provides immediate solutions, but also fosters a sense of autonomy among users.

Trackable ROI

An upfront investment in help desk software generally results in both an immediate and long-term return on investment (ROI) when it’s leveraged optimally. By expediting routine support activities, help desks free up valuable time for staff, allowing them to focus on more complex initiatives. This automation reduces the need for additional support personnel, thereby cutting labor costs while also verifying that issues are resolved promptly, ensuring that employees can remain productive.

Additionally, by providing timely support, businesses can ensure a positive customer experience (CX), which often leads to higher retention rates and increased sales. Satisfied customers are also more likely to recommend a company's offerings to others as well, generating new opportunities through word-of-mouth referrals.

Better accessibility

Help desks provide easier accessibility by providing multiple channels for users to reach support agents. These channels might include phone, email, live chat, and web-based portals. By accommodating various communication preferences, help desks make it convenient for users to seek help in a manner that suits them best. For instance, live chat provides instant access to support for those who require immediate assistance, while email allows users to describe their issues in detail and receive responses at their convenience.

Modern help desk systems also often include mobile-friendly interfaces and dedicated apps, making it simple for users to access assistance from their smartphones. This is particularly valuable in today's mobile-first world, where users expect to be able to manage their tasks on the go.

Enhanced ticket service/tracking

When a user submits a support request, help desks automatically generate a ticket with a unique identifier, capturing all relevant details about the issue. This verifies that every request can be easily tracked throughout its lifecycle. Ticketing systems organize these requests based on priority, type of issue, or assigned personnel, ensuring that no request is overlooked and that high-priority issues are addressed first.

These systems also offer live updates, allowing both end-users and support staff to monitor the status of each ticket at any time. Users can log into a web portal to view the progress on their requests and check the expected resolution time. This transparency helps manage user expectations while keeping them informed about the status of their requests.

Employee productivity/efficiency growth

Staff efficiency and productivity can be significantly improved through the use of help desks, as they provide a centralized platform for managing all technical support requests. When employees encounter IT issues, they can quickly submit a ticket through the help desk system, verifying that their requests are acknowledged and addressed promptly. This eliminates the need for team members to spend time following up on their requests. 

Furthermore, these platforms usually offer robust reporting capabilities that help identify areas for improvement. By analyzing the data collected from tickets, organizations can identify common problems that employees face and take proactive measures to address them. For example, if a specific software application frequently causes issues, the IT department can prioritize updates or provide additional training to mitigate these problems. 

Offer a consistent customer experience

The standardized approach facilitated by help desks verifies that every customer interaction follows a similar workflow. By using predefined scripts and guidelines, support agents can deliver uniform responses, regardless of who’s handling the ticket. This consistency reduces variability in service quality, ensuring that all customers receive the same level of attention.

Even more, help desks maintain detailed records of all customer interactions, which support agents can then reference to provide personalized assistance in the future. When an individual contacts a help desk, agents can access their history, including previous issues and resolutions, helping to create a more efficient support experience.

Types of help desk systems

There’s no one-size-fits all solution when it comes to the different types of help desk solutions available to businesses today. You’ll need to examine your specific needs and financial constraints to determine which approach is ideal for your company’s unique IT infrastructure.

Cloud-based help desk systems

Cloud-based help desks operate on a software-as-a-service (SaaS) model, where the software is hosted by a third-party provider. Users access the desk through a web browser or mobile app, eliminating the need for on-premises infrastructure. This cloud-based architecture offers several advantages, including scalability, accessibility, and flexibility. In these models, support can be accessed anytime and anywhere, as long as users have an internet connection.

Additionally, cloud-hosted help desks typically offer subscription-based pricing models, allowing businesses to pay only for the features they desire, with the ability to scale up or down as their requirements change.

On-site help desk systems

With on-premises help desks, software is maintained locally and users access the system through an organization's internal network. All support tickets and related data are managed on a company’s own servers, providing full control over the help desk environment. On-site architecture typically offers enhanced data security, as sensitive information always remains within the business’s network perimeter. 

Though, it’s important to keep in mind that setting up an on-premises help desk requires a significant upfront investment in hardware and software. Organizations must purchase their own servers, storage devices, and software licenses, as well as allocate resources for ongoing updates and support. You’ll need to evaluate your budgetary restrictions and security needs to determine if an on-site approach is appropriate for your business structure.

Open-source help desk systems

Open-source help desks operate by utilizing freely available source code that users can modify according to their needs. Typically, these systems are developed and maintained by a community of developers who contribute code and fix bugs collaboratively. Users then possess the flexibility to install the software on their own servers or utilize cloud-based hosting options.

One of the key advantages of an open-source help desk is its cost-effectiveness. Since the software is freely available, organizations can avoid licensing fees and subscription costs associated with proprietary solutions. However, a major disadvantage is the risks associated with security. While the open-source model allows for transparency and peer review of the codebase, it also means that vulnerabilities are more readily exposed to potential attackers.

Enterprise help desk systems

Enterprise help desks are designed to handle a high volume of requests from various departments and locations. Users across an organization can submit support tickets through multiple avenues, which are then prioritized and assigned based on their urgency. These systems often include sophisticated ticket management capabilities, enabling agents to track tickets through their entire lifecycle, while also maintaining communication with users to provide updates throughout the resolution process.

By centralizing and standardizing processes, enterprise help desks also verify that every user receives the same level of service, regardless of their location or department. Their enhanced flexibility further serves to accommodate the needs of large organizations with complex IT environments. Simply put, enterprise systems can handle a high volume of requests and easily adapt to changing requirements, evolving alongside companies.

11 key features you need for your help desk in 2024

While you’ll need to assess your specific business needs to determine the best help desk software for you, there are some core functionalities that any competent vendor should provide. When selecting a help desk system, we recommend verifying that it offers all of the following capabilities:

1. Ticket management capabilities

Ticket management tools are crucial in a help desk, as they provide a structured approach to handling customer inquiries. These features enable systematic tracking of all user requests by creating a unique ticket for each issue; this verifies that no inquiry is overlooked and that every individual receives timely attention. By assigning requests to specific agents, help desks can expedite processes, prioritize urgent issues, and manage workload distribution effectively.

2. Leverage AI and automation

Leveraging AI technology allows help desks to implement chatbots and virtual assistants that handle routine tasks, such as providing order status updates, without human intervention. This immediate, 24/7 support ensures that users receive timely assistance, reducing wait times and freeing up human agents to focus on more complex issues. 

Automation can also help manage tasks like ticket routing and escalation, verifying that requests are instantly directed to a relevant team based on predefined criteria, thus optimizing workflows and minimizing delays.

3. Mobile accessibility

You’ll need to make sure that your help desk provider offers a responsive design, as this enables the interface to seamlessly adapt to various screen sizes and devices. This flexibility enhances usability by providing a consistent experience regardless of the device used, empowering users to access support from wherever they may be.

Native mobile apps for popular platforms like iOS and Android can also provide enhanced functionality compared to mobile web browsers. These apps usually offer essential help desk features such as ticket management, real-time notifications, and the ability to respond to queries directly from the app. Offline access may also be supported in the form of cached knowledge base articles and ticket histories, allowing support agents to continue working even when internet connectivity is limited.

4. Self service options

One of the primary self-service tools offered by help desks is the knowledge base, a centralized repository of articles, FAQs, and troubleshooting steps that users can access at any time. These resources enable individuals to autonomously resolve straightforward issues on their own time.

Additionally, through user portals, individuals can create new tickets and track the status of existing ones. This enhanced control over their support interactions fosters a sense of empowerment, as users can remain informed about the progress of their issues without having to repeatedly contact support. 

5. Strong analytic and reporting features

The customizable dashboards and real-time reporting features found in help desk systems allow managers to monitor performance metrics and track progress against goals. 

These tools enable the visualization of data in an unambiguous manner, making it easier to identify trends and anomalies. Managers can then set up alerts for specific metrics, verifying that they’re immediately notified of any critical issues that require attention. Real-time visibility further ensures that help desks can respond promptly to changing circumstances and maintain high service levels.

6. Integration capabilities with third parties

Common help desk integrations include customer relationship management (CRM) systems, enterprise resource planning (ERP) software, and communication platforms. By connecting with these systems, help desks can access a unified view of customer data, providing support agents with complete context on customer interactions and past purchase history.

These integration capabilities can extend to automating workflows across different platforms as well. For instance, help desks can connect with automation tools to streamline ticket creation, routing, and escalation based on prespecified rules.

7. User-friendly interface

For end-users, an intuitive, easy-to-navigate help desk ensures that they can quickly find the information they need or submit their requests without unnecessary frustration. This ease of use reduces the time spent on resolving problems and enhances the overall UX. For example, breaking down troubleshooting guides into logical categories can help users navigate large lists of articles and quickly find the support they’re seeking.

For support staff, a user-friendly interface expedites their workflows, allowing them to manage tickets more effectively. This intuitive design reduces the learning curve for new employees as well, minimizing training time and costs. Additionally, clear categorization of issues and searchable knowledge bases help both support agents and end-users track down relevant information quickly.

8. Security and compliance features

Data encryption is a help desk standard, as it safeguards the information exchanged between users and the help desk system. Both data at rest and in transit should be ciphered to prevent unauthorized access and data breaches. Additionally, robust user authentication mechanisms, such as multi-factor authentication (MFA), verify that only authorized personnel can access the system, thereby protecting against unauthorized access.

Compliance with regulatory standards like GDPR and HIPAA is another vital aspect of help desks. A compliant help desk software typically includes features like data anonymization, where sensitive data is masked to protect user privacy, and audit trails, which record all activities within the system to promote accountability.

9. Communication and collaborations features

One fundamental collaboration feature commonly included in help desks is the ability for multiple agents to work on a single ticket simultaneously. This facilitates enhanced knowledge sharing, allowing complex issues to be addressed more effectively. Other tools like internal comments, tagging, and file sharing supports seamless communication between team members without requiring them to switch platforms, ensuring that all relevant information is easily accessible.

Even more, integrated communication channels such as chat, video conferencing, and collaborative workspaces enhance real-time collaboration among help desk agents. For example, chat features allow for quick, informal communication, while video conferencing can be used for more in-depth discussions. Collaborative workspaces provide a shared environment where agents can work together on projects and share documents.

10. Email management capabilities

The capacity of help desks to automatically convert incoming emails into support tickets verifies that every customer query is managed within the help desk system, preventing requests from being overlooked. These tickets can then be prioritized and assigned based on predefined rules, ensuring a structured and efficient workflow. 

Email platforms can also be integrated into a help desk’s ticketing system, enabling two-way communication between support agents and end-users directly from within the help desk interface. Agents can reply to emails, add internal notes, and update ticket statuses without ever leaving the system, helping ensure that all communication remains unified.

11. Strong knowledge base capabilities

Key components of a robust help desk knowledge base include comprehensive content organization and search functionality. Content should be instinctively categorized and tagged, making it easy for users to locate relevant articles quickly. Intuitive search capabilities, including keyword search and advanced filters, further enhance usability by allowing users to find answers to their queries efficiently.

Another essential feature is help desks’ ability to support rich, multimedia content within the knowledge base. This includes not only text-based articles, but also images, videos, and step-by-step guides. Visual aids can significantly enhance understanding and troubleshooting processes, catering to diverse learning preferences among users.

Choosing the right help desk system for your business

Start by assessing your requirements, such as the volume of support requests, the size of your team, and the desired level of automation. Based on these needs, determine the key functionalities that are essential for your help desk; commonly sought-after features include ticket management and multichannel support. We suggest creating a list of must-have attributes and then prioritizing them based on their importance.

Next, thoroughly research different software options, considering factors such as scalability, ease of use, and customization options. Be sure to take advantage of any free trials or demo versions to assess the software’s performance and suitability for your unique requirements. Additionally, feedback from stakeholders, including IT teams, support staff, and end-users, helps gather a diverse collection of perspectives from those who will be using the help desk most often.

Lastly, evaluate potential providers’ customer support services, including the availability of technical assistance and training resources. Choosing a reputable vendor with a strong support network ensures that you'll have access to the resources you need to maximize the effectiveness of your help desk system.

Make the most of your help desk systems with Freshdesk!

Freshworks’ Freshdesk serves as one of the premier help desk systems available on the market today, offering extensive omnichannel capabilities, robust automation features, considerable collaboration capabilities, and much more.

For support agents, standout tools like agent collision detection ensure that multiple agents don’t spend time working on the same ticket, while team inbox helps manage incoming support tickets from multiple channels in a single location. Even more, SLA management helps verify that agreed-upon standards of service are continuously met, ensuring that support agents are always meeting the expectations of end-users.

Take it from satisfied client Bryan V., who praises Freshdesk’s ease of use and consistency, saying, “The GUI is very intuitive for us as help desk agents and submitting tickets is very easy. We have many instances of FreshDesk within our organization, so it is nice that all the help desks have a consistent experience. At the higher tiers, you can get access to plugins and FreshDesk allowed me to use the API from a higher tier when I was importing tickets from another system. I couldn't ask for anything better than this.”