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Having to deal with customer concerns and inquiries daily can be tiresome for most business owners. It is also the most neglected part when it comes to IT service management. If you’re encountering a problem with your current help desk setup and you need to improve the quality of services that you provide, then it’s time to make some upgrades.

You can use these key points in your checklist to choose the right help desk solution for your business.

1. Your company’s budget 

You need to know how much you’ll be investing for your help desk software and management tools. Your budget will determine which services you can and can’t afford. Some service providers provide free software, but with limited features. There are programs like SysAid’s help desk that comes packed with a lot of features for a reasonable price. 

2. The size of your teams

The size of your team will also matter. Since most service providers offer their plans for individual packages or discounts, the prices will still be a per-person basis. This means that the software that you’ll be setting up will be enough to accommodate the entirety of your workforce to optimize productivity.

3. Different channel support

A help desk software should be programmed in a single console with multichannel customer support that will be able to accommodate emails, chats, forums and much more. 

4. Offers multiple languages

If your business engages in a more diverse environment, then it would be reasonable to get a help desk software with language support. This will allow you to break any communication barriers between your team and clients. 

5. Uptime

Your software should be up and running at all times if you have a 24/7 customer service. This means that the software is available and consistent in transmitting data back and forth without delay. The service provider’s servers should also have a log up-time to sustain the software’s stability 

6. Data reports

If the software of your choice provides feedback of data such as monthly reports and data traffic, then that is a big plus to have in your business. Reports and feedbacks are essential in looking at rooms for improvement so that you can implement a quick fix.

7. Supports different online platforms

Since a lot of your consumers are connecting in the online world, then it’s best to provide them with the online help desk features that are compatible to popular social media platforms such as Facebook, Twitter and Instagram.

8. Configuration and customizability

A huge benefit that a help desk subscription could provide is its capability to be configured and customized. This functionality allows your admins to make specific changes on the spot like adding, removing or even arrange certain elements. It can also allow users to add another user for convenience. 

Choosing the right help desk solution is the key to having to establish a link between your business and your clients. It creates a channel for your consumers to voice out their opinions and concerns, allowing them to be more expressive with your services. 


Help Desk Solution Checklist for Business
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