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When is the best time to start using help desk software?

by | Oct 7, 2020

The best time to implement helpdesk software ultimately looks different for each business. But, there are a number of tell-tale signs that it’s time to begin the search. If any of these hit home, give us a shout

In no particular order, here are some solid indicators that your team would benefit from helpdesk software: 

  • Ticket resolution time is increasing week over week, with no signs of slowing down. 
  • Your support team struggles to keep up if one agent takes a sick day or goes on vacation.
  • NPS and/or survey results are trending negatively.
  • There is conflict within your support team regarding assigning tickets and workload.
  • Customers are being re-routed multiple times to reach the right department.
  • Support agents feel as though they’re “flying blind”, with no understanding of a customer’s history.