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9 must-have features to look for in a good help desk

Andrej Csizmadia

Andrej Csizmadia

Last modified on August 6, 2021 at 12:24 pm

Ticketing system

Wondering how to choose the best help desk ticketing system? 

With so many solutions available on the market, it can be a daunting task. It may be hard to choose the right solution based on features alone if you don’t know what to expect. But don’t worry – we’re here to help you out. 

In this article, we will describe some of the must-have features of effective help desk ticketing software. We’ll show you the essential elements that will make you and your agents more productive and efficient.

Ready to find out more? Here are the most important aspects to focus on:

Omnichannel ticketing

Despite its prominence, email is not the only customer service channel that you should care about. When your customers need information right away, they’re much more likely to get in touch with you through the phone, social media, or live chat. These channels are more direct and work better when the customer is in a hurry. 

How do you keep track of all these requests? Omnichannel ticketing is the answer, and it works best when your help desk ticketing system creates tickets for all requests, regardless of the channel they’re received from.

Hybrid ticket stream

What if a client gets in touch via one channel and then moves to another? For instance, it’s quite common that customers send a message on social media and then an agent follows up via email.

In such cases, a hybrid ticket stream will definitely help you out. With this solution, you’ll never miss a message again. Here’s how it looks like in LiveAgent:

9 must-have features to look for in a good help desk

In this example, the client has first got in touch via live chat. After they closed the chat, the agent sent them an email. As you can see, the email is part of the same ticket, under one ID. Very convenient, isn’t it?

When it comes to LiveAgent, the same ticket can be made of messages from:

  • Emails
  • Phone calls
  • Live chats
  • Contact forms
  • Facebook/messenger
  • Twitter
  • Instagram
  • Viber
  • Forums

Merging and splitting tickets

When you receive many different conversations concerning the same topic, you might need to combine them. This is necessary to keep your database in order and to track every topic without missing anything.

A good online help desk system should allow you to merge tickets. Here’s how it works in LiveAgent:

Merge tickets

Ideally, a merge option should combine not only the tickets themselves but also the tags assigned to them. 

On the other hand, it’s sometimes better to split a ticket into different parts. When a customer touches on multiple issues, you might want to redirect some of them to another agent. This is also possible in LiveAgent:

Split tickets

The Split button creates a copy of the ticket, which is assigned to another agent and has a different reference number. Both of these features can help your team collaborate more effectively, 

Clever ticket routing

Alright, so how do you tackle solving all of these tickets? Well, it calls for some advanced responsibility management. Again, this can be solved through an automated ticketing system.

As you already know, every message should be automatically converted into a ticket. In LiveAgent, they are also assigned to a designated department and, ultimately, to a particular help desk agent. 

Automated ticket distribution allows you to define how many tickets every agent can handle. This will help you to ensure that every employee receives the right amount of tickets.

Additionally, you can also assign agents to specific departments. When they each have their own fields of specialty, it’s much more effective if they can focus on tickets concerning these areas. 

A ticketing system typically assigns chats to agents who have already been in touch with a particular customer, if they have contacted the support team before. There are also other chat routing options to consider. Here’s how it works in LiveAgent:

  • Random assignment, a good strategy to start managing your workload
  • Later on, it’s usually better if you switch to average utilization. In this case, chats are assigned to the agent with the lowest number of active chats.
  • Max utilization, on the other hand, works best if you want to keep some agents busy with online requests, while other team members can focus on offline tickets.
  • Ring-to-all means that all agents will be notified until one of them answers.
  • Last but not least, you can set up custom priorities for your agents.

“To solve” button

This part will be short but sweet. Among all of the provided features, LiveAgent has one very crucial button: the To Solve button.

9 must-have features to look for in a good help desk

So, how does it work? Admins can choose if agents will be able to answer tickets from the general list or if they’ll only have access to the tickets that have been assigned to them. 

The “To solve” button shows the number of tickets that are waiting for an answer. This solution helps with time management and improving agents’ workflow. 

Service-level agreements (SLAs)

Not sure what this means? A service-level agreement (SLA for short) is signed by your agent, who commits to replying to tickets within a previously agreed time frame. When your help desk is based on SLAs, it’s easier to maintain a high quality of service. 

Different SLA levels apply to different stages of the conversation. For example, the SLA level for a first response might be 4 hours, which would mean that agents have to reply to the first message within that time. Of course, this only applies within business hours.

Internal tickets and notes

Why use another tool for notes when you can store them in the help desk software? 

9 must-have features to look for in a good help desk

Internal tickets are only visible to agents. It’s an easy way to share details between team members without having to leave the help desk system. You can also use the notes to write down reminders for yourself.

Custom ticket fields

What if you need to add extra information to the ticket details? A good help desk ticketing system should come with custom ticket fields:

9 must-have features to look for in a good help desk

With LiveAgent, you can add an unlimited number of custom ticket fields. These may include URLs, order IDs, subscription plans, or virtually anything else that you need to provide better customer service. When this kind of information is included in the system, you will have access to all the necessary details at hand, which can be a huge time-saver.

Complementary knowledge base

Ticketing is one thing, but you can make your work much more effective when you implement a self-service solution for your customers. This is why a knowledge base should be an integral part of every help desk system. Moreover, some clients may even prefer using a knowledge base instead of getting in touch with your service reps. Not everyone has time for a chat, so when they want an answer instantly, a well-designed customer portal can be of great help.

9 must-have features to look for in a good help desk

LiveAgent’s customer portal consists of a dedicated knowledge base and a forum. Customers can go there to look for answers, and if they don’t find what they’re looking for they can get in touch with a help desk agent through live chat or any other channel.

We hope that this article has answered any questions you might have about help desk ticketing systems. If you need any help from our side, you can always contact us via live chat, or use our support portal.

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