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6 Must-Have Features for a Large Company’s Help Desk Ticketing System

Jun 7, 2024

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” – Henry Ford

Customer expectations are higher than ever, and businesses that can make customer support a priority stand a much better chance of building lasting, productive relationships. A good help desk ticketing system is one of the best ways to achieve this.

Dyopath 6 Must-Have Features For A Large Company’s Help Desk Ticketing System

For large companies dealing with huge volumes of customers, staying on top of issues and requests is no small feat. In this article, we’ll show you how the right help desk ticketing system makes this easier, allowing you to deliver reliable, timely support to your users. We’ll also highlight the key features your help desk ticketing system needs to have.

What Is a Help Desk Ticketing System?

A help desk ticketing system is software designed to help businesses stay on top of the requests and issues they receive from customers.

By organizing and categorizing these issues and ensuring they are delivered to the right team members on time, even very large businesses can provide fast, effective support to their users and resolve problems in a satisfying way.

Essentially, help desk ticketing systems help customer support and IT teams reach their full potential, while also reducing stress and making the job easier.

Why Do You Need a Help Desk Ticketing System?

A good help desk ticketing system comes with a ton of benefits, such as:

  • Managing a large volume of customer requests, organizing and dealing with them appropriately instead of becoming swamped and developing huge backlogs
  • Prioritizing customer issues so you can quickly resolve major and common problems
  • Providing better service by responding to and resolving customer issues more quickly. Good ticketing systems also come with the ability to look at customers’ past interactions and purchases, making communication and problem-solving much more effective.
  • Consolidating multiple channels like social media, phone, and email, so all customer requests can be neatly resolved from one central point
  • Allowing for easier collaboration between team members throughout the organization, avoiding complex chains and delays and driving faster, more successful issue resolution

6 Key Features of Efficient Help Desk Ticketing Systems for Large Companies

Every help desk ticketing system is different and each comes with a unique set of features. Sometimes it can be overwhelming to choose between them, so we’ve broken down some of the most important features to look out for.

Automation & AI

Automation and AI are incredibly useful in the world of customer support. HubSpot found that 79% of service professionals using AI find it effective, and predict this number to grow as AI becomes more sophisticated and accessible. 

Automation can help with a ton of ticketing system tasks, like issuing reminders, organizing tickets, and even responding to customers in the form of a chatbot. The ticketing system you choose should have automated features and plans to add more.

Multi-Language Support

Large companies often have a global presence and serve customers who speak a variety of languages. Your customer support strategy should reflect this, employing people who can communicate effectively with people wherever your company is active.

Dyopath 6 Must-Have Features For A Large Company’s Help Desk Ticketing System

Your ticketing system should also be able to support multiple languages. Customers should be able to resolve basic problems and answer common questions in their native language, and chatbots should be proficient in the main local languages of all your regions.

Security & Compliance

Ticketing systems contain a ton of sensitive information about your customers — who they are, how much they spend, and even their financial information. This makes it essential that your ticketing system makes security a top priority.

You should use multi-factor authentication and strong, regularly updated passwords to keep your system safe and consider using tiered permission to control who can access critical information.

Compatibility with Other Software

Your ticketing system works best when it’s able to smoothly integrate with the other solutions your company uses — apps, payment gateways, and any of the channels your customers use to communicate with your brand.

When deciding on the right system, investigate whether it’s compatible with your other third-party software.

24/7 Availability

Today’s customers, especially in the digital world, expect to be able to contact customer support around the clock. Your ticketing system should be able to deliver some form of support on a 24/7 basis, even if it’s just a sophisticated chatbot.

Tracking & Reporting

The best ticketing systems come with advanced reporting capabilities, allowing you to carefully track your interactions with customers and gain valuable insights. Paying attention to key metrics like Churn Rate, Customer Lifetime Value (CLV), and Net Promoter Score (NPS) allows you to understand your customers better — how satisfied they are, what drives them away, and how to keep them around longer.

Tracking your customer interactions allows you to identify areas for concern and notice patterns, even in individual customers.

Work with DYOPATH

At DYOPATH, we can take care of your service needs, offering fast, effective, and reliable support to your customers so you can focus on growing your business.

If you’re interested in retaining more customers, delivering better support, and staying ahead of the competition in a world where customer support is more critical than ever before, call us today.