Essential features to look for when Comparing Helpdesk Software Providers

Deciding to invest in helpdesk software for your business is always going to be a brilliant idea. So often, your choice will come down to these key features. While some other factors like the price might also sway your mind, chances are it will be the features that help to inform your final decision. Here are some of the essential features you should be on the lookout for when comparing helpdesk software providers.


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One of the first things you should be looking for is cloud-based software. While there are some benefits to having a program that is based entirely on your in-house servers, many people simply prefer the flexibility the cloud offers. If you need to travel a lot for business, the Cloud can give you sometimes much-needed access to the help desk no matter where you are. You will have access to the service you are paying for, no matter where you might be.

Live Chat

When an end-user has an issue, they can be very impatient when trying to get it fixed. A live chat function allows them to feel relieved as they know that someone is helping them, while at your end, the live chat can be used to get a little more information about the problem. You can even send them through a short automated Q&A feature to ask this information, so you have as much information as possible before you begin to talk to them.

Troubleshooting Tutorials

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Not every computer issue requires the help of an IT technician. The end-user might be very capable of solving the issue themselves; they don’t yet have the tools and the know-how. Tools like SysAid software have the option for you to include short how-to guides. These could be presented to users as part of the live chat process and talk them through how to complete some basic troubleshooting steps. If they can solve this issue themselves, your attention can then be diverted to those who need more help.

Remote Access

As part of the process of fixing the issue, you might need to go onto the problematic computer for yourself to find out what is wrong. If you are located somewhere entirely different from the machine, you will need remote access to be able to do so. This is such an invaluable tool that you should not opt for a helpdesk software provider without one.


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Organizing IT repair jobs can take a while. With new ones coming in constantly, you might not know where to start. Make sure your helpdesk software has some sort of ticketing capabilities. This will allow all of the jobs to be sorted in priority order, so your technicians always know to tackle the most important one first.

With so many features out there that could dictate your preference, it might be hard to find the right software for you at first. However, these five features are key to great software. If you can find a provider with all of them, you are on the way to excellent service.

About Marta Sebos