How Finding Good Help Desk Support Software Should Be Done: 3 Great Useful Tips

qnaRoger is the long-time manager of a small boutique hotel in Hawaii. The hotel, which is one of the newest boutique hotels in its area, offers top-class accommodation and services especially to first-time tourists in the state who want to experience the best Hawaii has to offer. With more tourists expected to come to the state this year, Roger is wondering whether his hotel needs a reliable and good help desk support software program as part of its customer support services. Roger asks—

“Hi there. I manage small boutique hotel in Hawaii and I am interested in getting a good help desk software program for our hotel customers. We’ve been getting a good number of customers, and we are positive that we will get more in the following months. I have seen some suggestions online, but one review says this and the other says get this other vendor. So any tips?” – Roger, HI

Thank you Roger for asking. By the way, if you are also interested in getting cloud-hosted or on-premise accounting applications small business firms or enterprise companies, you may find this side-by-side comparison of accounting applications useful.

If you are thinking of getting a good help desk support software program for your business, here are three tips you should consider.

Look for a software application that has an advanced incident tracking system.

Look for a program that offers you a strong incident tracking system. An advanced incident tracking system gives you two advantages:

  • It allows you to quickly and more effectively respond issues and concerns from customers and potential clients
  • It prevents network dilemmas that may be more serious in the future

An advanced incident tracking system can allow you to easily detect any support or technical-related issues or incidents that require notification from your technicians. This issue can be as big as a network-wide issue or any problem that your employees or help desk team staff has been experiencing, to which the underlying cause is not yet determined. Without an advanced incident tracking system, you might be asking different technicians working on some aspects of the issue in the hopes of resolving it, but when in fact the issue calls for a more centralized approach.

Check for a help desk support software program that offers remote troubleshooting.

When looking for a good help desk support software application, check for one that has a remote access feature. This feature boosts your capacity to troubleshoot the system or computer. That means you do not need to have a physical access to the computer or system to resolve any hardware or software issue that is being experienced. Besides the capacity to troubleshoot, other benefits to getting remote access include the ability to monitor data stored in the database while you are physically away from your office or track reports remotely.

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It should offer a user-friendly interface.

Always consider a help desk software program that has a user-friendly interface not only for easier navigation and faster adjustment among your staff, but also to help avoid network issues.

TechExcel offers more tips when looking for the right help desk support software for your business. For best help desk practices, check out ABC’s useful tips.

P.S. For further reading I recommend the following: the most popular help desk software in the USA; what is the most popular help desk web based software in the U.K.?; and experts’ advice on the best help desk software for medium and big enterprises.

Category: Help Desk Software, Questions & Answers

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