Top 7 Best Practices for Effective Helpdesk Management

Every business should be laser-focused on customer services and experience. You can only grow your business if you focus on your customers because that is the only way to grow your business.


A helpdesk management system is the process of tracking, managing, and resolving user requests and IT incidents. It is where company employees and external customers can interact for query resolution and reach a solution much faster.


This process begins with a help desk agent creating a ticket for a query concerning a raise which is then assigned to a support representative. Next, the representative works on the query and notifies the updates to the user. After the query is fully resolved then the ticket is closed and can be reopened if requested for follow-up.


1. Choose the Right Ticketing System:

A helpdesk ticket system helps you organize and prioritize the requests. You can prioritize based on the arrival time or you can add your own criteria. It is helpful in managing a high volume of requests that requires your support. It helps you to escalate high-priority requests and then move to small and less-priority requests.


You need to create a standardized ticket, no matter the medium and platform of the request, like inquiries can come through email, online chats, or phone. Standardizing the requests helps you to set them on a timely basis in chronological order. It helps you create a queue regardless of the platform the customer has used to issue it.

2. Create a Service Catalog:

Creating help desk management is something that can meet your customers’ needs. It is a roadmap designed to keep customers in focus. A help desk management software should include all the information a customer requires to request an inquiry. It should be an easy guiding process with few instructions.


It should contain the item name, the software used to raise the query, security access permissions, tracking process links, delivery expectations, point of contact, and many other options.

3. Self-service Portal:

Customers should have an idea of whom and where to contact. The portals have evolved with the market from phone calls to chatbots. A directory-based workflow helps you to direct the request to a specific particular department, so it makes the process quicker. Also, the customer feels valued for less time and helps you gain more ratings and good reviews.


FAQs are always helpful. You can combine all the requests into commonly asked questions and guide your customers to solve them by themselves. It gives them a sense of achievement and makes them feel good about themselves. And then you can focus on more complicated and high-priority requests.

4. Develop a Helping Culture:

You need to focus on minimizing the cost and providing the best customer service.  If you can help your customers with everything then it is a win-win situation for both. You need to look out for opportunities to help your customers before they raise the query by guiding them in the right direction. It helps the customer in problem-solving making things easy for you as well. It makes the customers feel heard, increasing customer loyalty.

5. Track End-to-end Issues:

Building a workflow that tracks customers’ end-to-end issues helps you save the cost and exactly point out the query. The customers, as well as the help desk staff, can see the status, making the process more quick and transparent. It helps to prioritize the customers and reduce the anxiety and frustration for everyone involved. This helps you gain more positive reviews from your customers.


Also, if all the staff has access to all the tickets raised then it becomes easy to solve the raised query quickly.

6. Use Automation:

To help customize your work environment, you need to automate your help desk. It helps improve the quality of your service. It also allows agents to respond to the issues as quickly as possible. Using automation you can send the basic information to a new user and to the existing user you can simply email them the basic instructions periodically. These methods reduce the delivery time and help meet target objectives. It helps reduce complexities and role-based programs reduce assets and assistance costs. 

7. Deploy a Chatbot:

Chatbots are deployed to answer basic queries and complex queries are transferred to agents. It helps your staff save time and makes them feel confident as they can encounter the problem and solve it then and there by themselves.


A customer help desk operation may be difficult to handle. You need to take the time and organize the process and ticket management workflow. You need to create an environment that provides transparency to the staff as well as your customers. An efficient ticket management system is a priority. With this, customers can solve simple queries and the rest of the complex queries can be solved by agents.

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