An effective help desk should focus on 9 key factors
An automatic ticketing system
How do you choose the best help desk ticketing system?
It’s hard to choose one from so many possibilities. If you’re unsure of what to expect, choosing the right solution can be difficult. We are happy to help.
Let’s take a look at some of the key features of a help desk ticketing system. With it, you’ll discover what can be done to increase productivity and efficiency.
Are you interested in learning more? Here are some suggestions:
The Omnichannel Ticketing System
In addition to email, there are many other options for providing customer service. The majority of customers contact you via phone, social media, or live chat when they need immediate assistance. Customers in a hurry will find these channels convenient and more direct.
How should all requests be tracked? Omnichannel ticketing should be used by help desks regardless of the source of requests.
Automated hybrid ticketing
How do you respond when a client contacts you via one channel and then switches to another? Customers send messages to an agent via social media, and the agent responds via email.
Such situations are handled through a hybrid ticket stream. You won’t lose messages. It looks like this in LiveAgent:
The following messages can be added to your ticket in LiveAgent:
- Phone calls
- Contact forms
- Live chats
Merging and splitting tickets
Online help desks should be able to merge tickets. Here’s how LiveAgent does it:
In a merge operation, both the tickets themselves and their tags should be included.
Sometimes it’s best to separate tickets by tags. In some cases, it may be necessary to refer a customer with multiple issues to another agent. LiveAgent allows this as well:
By splitting a ticket, an agent can create a copy of it and assign it to another. This facilitates collaboration.
Automated routing of tickets
How do you plan to resolve all of these tickets? We need a sophisticated approach. Automation can help.
Every message should, by default, become a ticket. After that, LiveAgent assigns them to an agent and a department.
You can determine how many tickets an agent can handle at one time with automated ticket distribution. By doing so, you can ensure that the right amount of tickets are distributed to the right employees.
It is also possible to assign agents to specific departments. As each individual has their own specialties, focusing on the tickets relevant to their specializations is much more effective.
- With random assignments, you can manage your workload more easily.
- As soon as possible, switching to average utilization is recommended. A chat is assigned to the agent with the fewest active chats. Furthermore, maximizing utilization will keep some agents busy with online requests, while other team members can handle offline tickets.
- In a ring-to-all system, all agents are notified until one responds.
- Lastly, agents can set their own priorities.
The Service Level Agreement (SLA)
In service level agreements (SLAs), agents are obligated to respond to your tickets within a set period of time. Quality service will thus be guaranteed.
Different SLAs apply to different stages of a conversation. As an example, a four-hour SLA would require agents to respond to the first message within four hours. These SLAs apply to business hours only.
Notes and tickets for internal use
Why not use help desk software to store notes rather than a separate tool?
Internal tickets are only visible to agents. Help desk users can share details with one another without leaving the system. Taking notes can also be useful for remembering details.
Ticket customization fields
What should I do if I want to add more details to a ticket? Custom fields should be available in your ticketing system.
It is possible to add an unlimited number of custom fields to tickets in LiveAgent. It is possible to improve customer service by tracking URLs, order IDs, subscription plans, and many other things. By providing all the necessary information at your fingertips, the system will save you a great deal of time.
Complementary knowledge base to the main knowledge base
If you offer self-service to your customers, you will be able to be more effective. Help desks should include knowledge bases. Moreover, some people may choose to use your knowledge base instead of calling your customer service representatives. Customers who don’t have time for a live chat should use a well-designed customer portal.
The purpose of this article is to answer any questions you may have regarding help desk ticketing systems. If you need assistance, you can use live chat or our support portal.