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2015-10-25T12:49:42Z
Ariel Lindenfeld - PeerSpot reviewer
Director of Content at PeerSpot (formerly IT Central Station)
  • 17
  • 130

When evaluating Help Desk Software, what aspect do you think is the most important to look for?

Let the community know what you think. Share your opinions now!

18
PeerSpot user
18 Answers
Anuj Mishra - PeerSpot reviewer
Marketing Expert at ProProfs
Vendor
2021-07-21T04:47:56Z
21 July 21

When you choose any help desk software, there are a lot of things that can distract you. To ease your pressure, here are the most important factors that you must keep in mind before investing in the best help desk software:


Easy of use: How easily your team can adapt to the various functionalities of the tool


Self-service capabilities: Self-service knowledge base to reduce your support ticket volume


Reports & analytics: Customizable reports that can help you track performance


Flexible pricing plans: Flexible pay-per-agent plans to avoid any heavy upfront investments

Search for a product comparison in Help Desk Software
LH
IT manager at VSA
User
2021-04-07T03:59:30Z
07 April 21

Friendly UI and ease of use. Rapid display all information on report , request problems , auto category and give the correct answer to the users.

Marcos L. Domingos - PeerSpot reviewer
Support Analyst, Lead at Sonda IT
Real User
Top 5Leaderboard
2021-06-15T18:16:42Z
15 June 21

I think it is the ability of my support team to maintain, update, customize, integrate and generate reports in the database that the software uses. Most of the products on the market already have a good UI, are scalable and provide modules for reports and dashboards. However, if we don't have a well-qualified team to take full advantage of the solution to meet the corporation's expectations, all sorts of difficulties can arise from it. Good luck.

reviewer1399062 - PeerSpot reviewer
User at Intact
User
2020-08-03T16:11:38Z
03 August 20

Ease of use. Adoption is a value multiplier. 

DPhillips - PeerSpot reviewer
User with 501-1,000 employees
User
2019-06-18T11:58:18Z
18 June 19

Ease of Use. Look and feel has to be great for both IT staff and the customers they support.

PradeepKumar13 - PeerSpot reviewer
Principal Product Manager with 5,001-10,000 employees
Real User
2019-04-24T22:23:29Z
24 April 19

World Class User Experience on all form factors
Pre-connected integrations
Smart, intelligent, and expandable automation

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reviewer889890 - PeerSpot reviewer
User at BAE Systems
Real User
2018-06-18T15:34:48Z
18 June 18

The best tools instill good behaviours in both service desk staff and developers in terms of getting to the bottom of problems and is not just a who can close the ticket fastest race.

it_user835956 - PeerSpot reviewer
Functional Analyst at a tech services company with 10,001+ employees
User
2018-03-12T16:58:17Z
12 March 18

Speed in the recovery of information related to the requested service / problem reported to identify the correct answer for the user

it_user723948 - PeerSpot reviewer
Project Manager with 1,001-5,000 employees
Vendor
2017-08-23T10:06:23Z
23 August 17

Coming from a CMDB point of view, ease of use plus ability to integrate with other applications are important. Support is also high up there in relation to trying to fit things together.

PeerSpot user
Senior System Administrator at a tech services company with 501-1,000 employees
Consultant
2017-07-26T21:31:40Z
26 July 17

easy navigation realtime updates on tickets and priotizing

PeerSpot user
SEO Analyst at Zoho Corporation
Vendor
2017-04-26T05:28:51Z
26 April 17

Critical factors for selecting a help desk software depend on what exactly the evaluator wants to achieve by using it. However, some common factors that should be carefully measured
while evaluating a help desk software are:

● Ease of use- The interface should be intuitive enough to provide minimal learning curve and a smooth user experience.

● Features- Depth and breadth of features offered by the software should be comprehensive. Additionally, the features should be well-rounded to provide high efficiency.

● Security- Privacy of data and prevention against security breach should be foolproof.

● Automation- Higher level of automation results in higher productivity.

● Integrations- The help desk software should be able to seamlessly integrate with other IT
management tools.

● Actionable insights- Reporting module should generate data points that can assist in
managerial decision making.

● Alignment with business goals- The help desk should support the organization in achieving its goals.

● Affordability- Return on investment should be reasonable.

All of these features are supported by ServiceDesk Plus , an ITIL ready IT help desk management software by ManageEngine. You can check it out here https://www.manageengine.com/products/service-desk/

PeerSpot user
Project Manager at a tech services company with 10,001+ employees
Consultant
2017-03-28T08:00:05Z
28 March 17

Ideally, it should be easy to use, simple to set up, and it should have features (e.g. Automation, queues, SLAs, approval workflows, and more) that seamlessly integrate incident management, change management and problem management use-cases. It should have a very intuitive and user-friendly portal where users can easily request help, search knowledge bases and track progress on issues raised. The cherry on top would of course be if it's cloud-hosted and uses a pricing/licensing model for only the helpdesk agents that would use the tool.

PeerSpot user
Infrastructure Engineer II (Monitoring) | Compute Services at a tech services company with 1,001-5,000 employees
Consultant
2017-01-23T15:11:41Z
23 January 17

Ease of use and the ability to link tickets together to understand how many users were impacted due to a major outage.

PeerSpot user
e-Commerce Consultant at a consultancy
Consultant
2016-04-25T08:32:37Z
25 April 16

You should be focused on:
- Triggers & Automations
- SLA
- Templates & Dynamic Content
- Channels
- Escalation rules
- KPI's

PeerSpot user
Office of the CSO at ServiceNow – The Enterprise Cloud Company
Vendor
2016-04-11T17:44:05Z
11 April 16

I would often ask and clarify what problem we are solving for. Too often we in IT focus on 'How' to solve a problem without truly understand 'Why' or 'What' we are solving for. New software is great and I have to say that of course, but a fool with a tool is still a fool! Understanding the end state and what value we are able to provide to the business clarifies the mission of IT

PeerSpot user
Senior ITSM Consultant at Sierra-Cedar
Consultant
2016-02-22T10:31:31Z
22 February 16

We do have Updated the features Of BMC Remedy with the Current Version 9.x.which has the feature with which user can raise ticket on the go. New mobile application is launched MyIT and SmartIT though which End user can raise a ticket, followup the ticket, get solution and support user can work on the ticket.
With the latest version of Remedy,Service desk duties have become much easier now compare to the earlier,which includes not limited to Reporting,Schedules,and many more...

PeerSpot user
Remedy Consultant at a tech services company with 501-1,000 employees
MSP
2015-12-07T06:42:36Z
07 December 15

First of all Help Desk software should be easy to use and user friendly. Secondly Help Desk Team should have enough resources like Templates, Scripts, Decision Tree to accurately raise Ticket with short time. Thirdly Help Desk software should have capability to be customize as per business requirement. Help desk software should have module like Incident, Change, Problem for different Type of Issues and planned activities. Help Desk software must have notification mechanism to Notify the End User and Support Team and have proper Escalation Mechanism. Help Desk software not only use for Ticket logging but Asset in the Infrastructure should also be maintained in proper application. There should be Self Service Ticket Logging Mechanism like SRM through which End customer can them self raise ticket for the issue they are facing. For any new Product version release or any New release there should be Application like Release management which can manage the Release of the Product. There must be proper approval mechanism for the scheduled activity. There should be proper knowledge base which can be used to resolve the issue by looking the solution from the knowledge base.
All these features are currently available in BMC Remedy. Along with the above feature now user can raise ticket on the go. New mobile application is launched MyIT and SmartIT though which End user can raise a ticket, followup the ticket, get solution and support user can work on the ticket.

PeerSpot user
Service Desk Supervisor at a energy/utilities company with 1,001-5,000 employees
Vendor
2015-12-04T16:33:46Z
04 December 15

Flexibility and workflow automation are the things that I look for when assessing Help Desk Software. The ability to configure automatic actions when certain conditions are met enables me to standardize a lot of what we do to communicate with both the business and with other IT Staff.

Business requirements can change quickly and being able to adjust the system configuration to meet those new requirements for users, assets, and locations - without an unwieldy amount of change management and overhead - is essential. You still want to be able plan and test things before implementation in your production environment, but the flexibility to make minor changes when necessary lets me react quickly to changes in our environment and provide better customer service.

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