Meet the requirements of a fast-paced workplace
The transaction server is not responding, customers are raising issues about the first floor printer malfunctioning, and the new employee your company just hired needs his laptop commissioned. And of course, you need to get each of these issues taken care of before your negotiated service levels are violated. Managing the IT services for your internal and external customers can be quite a struggle. Help desk Software for IT services
Get best-in-class ticketing capabilities with an enterprise class help desk software
Without a powerful help desk software that lets you maintain a zero inbox, your customer support can quickly spiral into a fire-fighting role. With robust ticketing, powerful automations and advanced reporting capabilities in Freshdesk, you can be sure that every ticket gets categorized, prioritized, and assigned to the right agent and gets answered with some time to spare on your SLAs.
Help customers help themselves: Reduce Level 1 Support Load
A majority of your customer queries are simple how-tos like resetting passwords or configuring their devices. With Freshdesk you can let customers help themselves to your knowledge base and minimize your support load with self-service portals.
Automate recurring tasks with Scenario Automations
Your agents are answering the same questions over and over again everyday. There are always those difficult configurations, level 3 escalations, and repetitive responses that are draining the productivity of your team. With Freshdesk you can create canned responses that your agents can simply add in their replies. You can even automate a series of tasks, like marking a ticket as a ‘bug’, sending an email to the requestor that the issue has been logged and assigning it to the QA team, with Scenario Automations.
Identify the biggest bottlenecks in your helpdesk with dependent fields
When you are running your help desk on full steam, it is difficult to pinpoint where the biggest problem areas lie. If you knew that 80% of your tickets last month hardware related, within which 60% was because of hard disk failures, and 95% of those tickets were in the latest batch of laptops you ordered, you can streamline your support team and take back actual insights to the company. That’s why Freshdesk lets you bucket every ticket into a specific category, sub-category and item affected using dependent fields.
Promise and Prove Service Levels with Advanced SLA Management
Guaranteeing and proving SLAs with both internal and external customers becomes critical in an IT Services help desk. With Freshdesk, you get to drive Service Levels based on ticket priority, and set whether you want SLA timers to run only during your business hours or round the clock. You can even add your holiday calendar into Freshdesk and avoid SLA violations when your business is out on the annual vacation.
Have certain high priority customers who need to be serviced first? With Freshdesk you can even create multiple SLA policies. To understand exactly how Freshdesk makes life easy, sign up for our 30-day free trial and experience a world of features that are waiting for you!