What is a help desk software?
Help desk software is a tool used by many businesses to help them manage customer relationships, and resolve customer issues and requests efficiently from one centralized platform. Ticketing tool is one of its core features because it handles the creation, assignment, and tracing of customer tickets. When a customer reaches out to a company and submits a request via email, live chat, social media, or any other supported channel, the help desk ticketing tool automatically generates a ticket for that specific customer inquiry.
What information is included in a ticket?
Contact information: The ticket includes customer details, such as their full name, email address, phone number, location, and more. This allows agents to identify them and personalize the communication based on this information.
Ticket description: The description includes customer’s initial message or description of their issue, concern, or request. This helps support agents understand the context of the customer’s problem without them repeating it over and over.
Ticket ID: Each ticket is assigned a unique identification number or code. This ID helps support agents as well as customers refer to a specific ticket during communication or when searching for its status.
Ticket status and history: Each ticket displays its current status (e.g.: new, open, in progress, on hold, or resolved). Tickets also log the history of each actions taken, including timestamps and notes that were added by support agents during the ticket’s lifecycle.
Assigned agent/department: The ticketing tools usually automatically assigns tickets to a specific agent or department responsible for handling that type of request. This ensures that the ticket is directed to the most appropriate person.
Priority and SLA: Many ticketing tools allow the assignment of priority levels to tickets based on urgency or customer importance. It may also incorporate Service Level Agreement (SLA) management to ensure timely resolution based on predefined response and resolution timescales.
Frequently Asked Questions
How to define help desk software?
What are the must-have features of help desk software?
Necessary functions of the technical support software include access to all communication channels, such as e-mail, social media, live chat and call center, an intuitive interface, the ability to integrate with other tools, and options for cooperation with other agents. Of course, the software must be handled at a great level.
Does LiveAgent offer help desk software?
LiveAgent offers technical support software. The software includes all the options needed to keep the customer service department at the highest level. It not only provides multi-channel functionality, but also access to reports and activity history. It also includes a ton of additional features that can improve the team's work.
Help desk software is a powerful tool for managing customer relationships. It allows agents to efficiently handle customer issues, while also providing customers with self-service options.
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