An effective help desk must meet the following 9 requirements

Automated ticketing

When choosing a help desk ticketing system, how do you know which is the best? 

There are so many options available that it's difficult to choose one. A solution can be difficult to choose if you don't know what to expect. 

Ticketing systems for help desks offer a number of key features. Using it, you'll learn how you can increase efficiency and productivity.

Would you like to learn more? Listed below are some suggestions:

System for Omnichannel Ticketing

Providing customer service is not limited to email. When customers need immediate assistance, they contact you via phone, social media, or live chat. Those in a hurry will find these channels convenient and more direct.

Tracking all requests: how should it be done? Help desks should use omnichannel ticketing regardless of the source of inquiries.

Hybrid ticketing with automation

If a client contacts you through one channel but switch to another, how do you respond? Agents respond to customers via email after they send them messages via social media.

Hybrid ticket streams are used for such situations. Messages will not be lost. In LiveAgent, it looks like this:

Our first contact was via live chat. Our email address was then contacted. The email address is included in the ticket. It's that easy!

Ticket merging and splitting

When discussing the same topic, it is sometimes necessary to combine the discussions. To manage your database and keep track of everything, this is essential.

Merging tickets should be possible in online help desks. LiveAgent works this way:

The tickets themselves as well as their tags should be included in a merge operation.

Tags can sometimes be helpful in separating tickets. A customer with multiple issues may need to be referred to another agent. As well as this, LiveAgent allows you to:

When a ticket is split, an agent can create a copy and assign it to another agent. Collaboration is facilitated in this way.

Ticket routing automated

What plan do you have to resolve all of these tickets? Our approach needs to be sophisticated. Using automation can be helpful.

Messages should, by default, be converted to tickets. A LiveAgent agent and department are assigned after that.

The number of tickets an agent can handle at one time can be determined with automated ticket distribution. The right amount of tickets will be distributed to the right employees this way.

Agents can also be assigned to specific departments. Due to individual specialties, it is more effective to focus on tickets relevant to their specializations.

A chat is usually assigned to an agent based on their previous interactions with the support team. There are a number of routing options available. LiveAgent, for example, offers the following routing options:

• Managing your workload is easier with random assignments.
• It is recommended to switch to average utilization as soon as possible. Agents with the fewest active chats are assigned a chat. Moreover, maximizing utilization will allow some agents to handle online requests while other team members can handle offline requests.
• Until one agent responds, all agents are notified.
• Last but not least, agents can set their own priorities.
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SLAs (Service Level Agreements)

Agents are obligated by service level agreements (SLAs) to respond within a specified timeframe. This will ensure quality service.

Each stage of a conversation has a different SLA. A four-hour SLA, for example, requires agents to respond within four hours to the first message. SLAs apply only during business hours.

Internal notes and tickets

Instead of using a separate tool to store notes, why not use help desk software?

Agents are the only ones who can see internal tickets. Users of the help desk can share details without leaving the system. Details can also be remembered by taking notes.

Fields for customizing tickets

How can I add more details to a ticket? You should be able to add custom fields to your ticketing system.

In LiveAgent, custom fields can be added to tickets in an unlimited number. Many things can be tracked to improve customer service, including URLs, order IDs, subscription plans, etc. As a result of providing all the necessary information at your fingertips, the system will save you a lot of time.

An additional knowledge base that complements the main knowledge base

You can be more effective if you allow your customers to self-serve. It is important for help desks to include knowledge bases. In addition, some people may choose to use your knowledge base rather than calling customer service. In the absence of a live chat, customers should use a well-designed customer portal.

LiveAgent's customer portal includes knowledge bases and discussion forums. If you need help finding answers to your questions, you can contact live chat agents. We offer live chat and a support portal if you need assistance.