How to Use Help Desk Software to Automate Your Customer Service


The help desk system is a fantastic tool for automating customer service. It can help you improve efficiency, reduce costs and boost customer satisfaction. However, many companies don’t use this tool properly or understand how it works. You can start using your own support desk software after reading this article. So that you can automate your own back office operations by providing better support for customers as well as more accurate problem resolution statistics than manual methods alone would allow!

What Is Help Desk Software?

Business organisations use a type of computer software called helpdesk software to track, address, and analyse customer care services. It helps them improve their customer service by automating repetitive tasks.
Help desk software can help you with:

  • The tracking of your customers’ issues and problems by type, priority and location;
  • Automatic escalation when there’s an error in the system;
  • Automated response to customers who complain or contact you via email or phone (or both);

Benefits of Using a Help Desk System

  • Tracking customer service issues: A help desk system can track and provide a historical perspective of your customer support issues. This will allow you to see how many calls come in per day, the average length of each call, how often customers request assistance with specific problems (e.g., “my computer won’t boot up”), etc. You can also use this data for analysis purposes. For example, if there is an increase in calls about technical problems over Christmas break versus a week before or after it. This could indicate that people are having trouble connecting with friends over social networks like Facebook or Twitter during this time period.
  • Responding quickly: The software will automatically route any incoming troubleshooting requests (or “tickets”) directly into the appropriate department. So they don’t have to spend hours trying to find someone who knows what’s wrong before getting back on their phones again! This means less time spent waiting around by staff members who may not even be working right now—and more time available for other tasks like training new employees or selling products online through direct mail campaigns.”

How to Choose the Best Customer Service Software

It can be difficult to select the best customer service software for your company. You need to know what kind of help desk software you need? How much it should cost?  How much support it will provide?
When selecting the best kind of help desk software, keep the following in mind:

  • Know what your company requires. Do you serve customers who are internal or external? What kind of problems do they have? How could these issues be resolved while keeping such a product in mind?
  • Know your customer needs. Do they want more features than another product provides? Should they expect better security measures than traditional enterprise solutions offer? Are there any specific features that would make this solution ideal for them (for example, advanced reporting capabilities)?

4 Effective Ways To Use Help Desk Software To Automate Customer Service

The fourth and final way to use help desk software to automate customer service is by setting up self-service portals. These are regularly utilised in customer service apps. However, it can also be applied to other business dealings, such sales or marketing.
The first step in implementing a self-service portal is enabling the functionality through your help desk software platform (HDS). This will allow you to create an online form that users can fill out directly from their desktop instead of calling into the company’s phone lines.
Once you’ve activated this function inside your HDS, you’ll need some instructions on how to utilise it so that consumers don’t become irritated by too many options at once or being trapped in long hold periods outside of regular business hours.

Set Up a Self-Service Portal

Self-service portals are a great way to provide customers with access to information they need. They enable you to compile frequently asked questions, product information, and video content into a convenient manner that clients can access whenever they choose.
For example, if you run an online store that sells kitchen appliances, customers can use the portal as a way of finding answers to questions about how best to clean their oven or refrigerator (or whatever) without needing assistance from customer service representatives who may have less experience with those products than the average person does.
The self-service portal should also include any other relevant content such as warranty information or shipping details. This allows potential buyers who visit your site from all over the world access this important information without having any knowledge about what kind of coverage applies where they live because these details would likely vary depending on where someone lives!

Use Automated Ticket Rules

Ticket rules can be set up to automatically assign tickets to specific agents or queues. This means that a ticket will only be assigned if it meets certain criteria. Such as being assigned to a particular agent or queue. You can also specify when a ticket should be closed and why. For example, you might want your customer service team to close all tickets that have not been responded within 48 hours after being sent out so they don’t pile up in the system and create unnecessary work for your employees.

You may also want certain types of tickets automatically routed to the right person based on their role in your organization (e-mailer vs support). Or maybe you’d like certain types of escalated issues automatically routed over another department so someone else can deal with them first before reaching out again later on down the road once everything has calmed down again. This way no one gets overwhelmed by working through multiple issues at once!

Assign Tickets Automatically Based on Priority and SLA Settings

You can assign tickets automatically based on priority and SLA settings.
For example, if you have a contract with a customer that specifies that they will receive priority service if their issue is related to one of the following:

  • Their website was down for more than five minutes during peak traffic times (say between 3pm-4pm) in a given month.
  • The average response time for their support team members was 60 seconds or less.

Utilize Auto-Reply Triggers

While it’s a good idea to have a set of default auto-reply triggers. You can also create custom ones that notify customers when certain events happen. For example, if you want to give your customer service team an easy way of letting customers know that their ticket has been received and acknowledged but not yet solved or closed out, then adding an auto-reply trigger for those two events would be helpful.
In addition to giving your CSR team access to these capabilities through the help desk software interface itself (and thus making everything easier), there are some other benefits:

  • It will make it clear who needs what information from whom at any given time. This keeps everyone accountable because everyone is aware of the status of every issue that each employee is tackling while they are at work.


In this article, we explored the benefits of using help desk software to automate your customer service process. We explained how it can help you handle more customers, faster; improve customer satisfaction and reduce costs.


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