Necessary Helpdesk Software Options

Email Integration: Be sure whichever system you choose has very good email integration or at least the ability to create tickets that come in via email. This is one of the simplest methods for the end user to get support is if he can simply send an email to support@…com. He does not have to launch an application or dig up a link, just send a single email.

Security: Give the security system of the help desk application a good thorough walk through. Make sure the system will integrate seamlessly with whatever authentication methods you have in place today. The best option would be single sign on, but it should at least have native support for active directory and LDAP. Trying to ask your users to remember yet another password is just asking for problems.

Communication: The system should have a built in way of alerting managers if a ticket has passed the SLA. On many large scale helpdesk systems, tickets have been sitting around open for sometimes even years. This makes the reporting flawed and of course, the end users suffer. Be sure the system sends email to the technician and management whenever a ticket is nearing the SLA and definitely when it is surpassed.

Client Notification: Every time anything is done to an end users ticket, they should receive an email update. The more information the client has, the less likely he will become angry and demand escalation. When the ticket is assigned, modified, updated, and closed the end user should receive an email. In addition, technicians should be able to easily set the status of the ticket.

Client Software: Ultimately, there should be no client side software whatsoever. The best bet is to use a web client front end and train the users to enter tickets online. However, if the client software is necessary make sure it is a small application that leaves little footprint. In addition, it should be seamless to upgrade and apply patches. If updates take too long or hang up the PC, users will simply not apply the patches when you release them.

Fast: No matter how you have your clients record tickets, it should be very fast. If it takes longer than picking up the phone and calling someone, you have a problem on your hands. People naturally want to call the person that can help them directly. You are asking them to fill out a form and post it into the ether. Make sure this is as painless as possible and your customers will use it far more often.

Easy: This probably goes without saying, but make it as easy as possible to submit a ticket. I have seen helpdesk applications that would take an experienced user 15 minutes to fill out a simple request. Your users will revolt if they have to spend all day trying to get help with their PC or application. The easier it is to use, the more often it will be used. The goal here is to make it easier than picking up the phone and calling the main helpdesk number or even worse having the customer call or email one of your technicians directly.

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