A Guide to Master Internal Helpdesk Software

Introduction

Welcome to our comprehensive guide on internal helpdesk software! 

We live in a technology-driven world; organizations of all sizes rely heavily on efficient and reliable IT support systems to address internal issues and keep operations running smoothly. 

Internal helpdesk software is a centralized system for managing and resolving user requests, providing timely assistance, and ensuring high productivity. 

In this guide, we will shed light on the key features, benefits, and considerations when choosing an internal helpdesk software, empowering you to make informed decisions. 

Whether you’re a small business or a large enterprise, this guide will help you with the knowledge to streamline your internal support operations and optimize your team’s efficiency.

So, let’s get started.

What is an Internal Helpdesk Software?

An internal helpdesk is a dedicated support system that assists employees or internal users with technology-related issues, questions, and requests. It is a central point of contact where employees can report problems, seek guidance, or request assistance regarding IT-related matters. The primary goal of an internal helpdesk is to provide timely and effective support. It ensures that employees can continue their work with minimal disruptions. The internal helpdesk helps to increase productivity, improve employee satisfaction, and enhance overall operational efficiency within the organization.

What is the Difference Between an External and Internal Helpdesk?

The main difference between an external and internal helpdesk is their target audience and the scope of their support services. An external helpdesk software assists customers or clients of an organization with product or service-related issues, while an internal helpdesk supports employees or internal users with technology-related problems within the organization. The external helpdesk focuses on customer satisfaction and addressing customer inquiries, while the internal helpdesk aims to ensure operational efficiency and assist with internal IT-related matters.

What are the Types of Helpdesk Software?

I. Web-based Helpdesk Software

Web-based helpdesk software refers to a support system that is accessed and operated through a web browser, eliminating the need for installation. This type of software allows users to manage and resolve customer or internal support requests, track ticket statuses, communicate with users, and access relevant information from any device with internet connectivity. Web-based helpdesk software streamlines the support process, enhances efficiency, and improves customer satisfaction by providing a user-friendly interface.

II. Enterprise Helpdesk Software

Enterprise helpdesk software refers to a robust and scalable support system designed specifically to meet the complex needs of large organizations. It provides comprehensive features and functionalities to manage and resolve a high volume of customer requests. Enterprise helpdesk software typically includes advanced internal help desk ticketing systems, automation tools, customizable workflows, etc. It allows organizations to centralize their support operations and ensure efficient issue resolution.

III. Internal Helpdesk Software

Internal helpdesk software assists employees or internal users within an organization. It provides a centralized platform for managing and resolving technology-related issues, inquiries, and requests. Internal IT helpdesk software typically offers features such as ticket management, knowledge base, communication tools, and reporting capabilities. Internal helpdesk software enhances operational efficiency and improves employee productivity.

IV. On-premises Helpdesk Software

On-premises helpdesk software is not hosted on external servers or accessed through the Internet. Instead, it is installed on the organization’s own hardware and servers, giving the organization full control over the software and its data. On-premise helpdesk software offers benefits such as enhanced security, data privacy, and customization options, as organizations have direct ownership and management of the software.

V. Cloud Helpdesk Software

Cloud helpdesk software does not require installation or local infrastructure. Users can access the software through web browsers or mobile apps, making it highly flexible and convenient. It provides scalability, as organizations can easily adjust their usage and pay for the resources they need. Cloud helpdesk software allows for remote access, collaboration among support agents, and seamless integration with other cloud-based systems. It is suitable for organizations seeking a hassle-free, accessible, and scalable solution.

Why Your Business Needs an Internal Helpdesk?

1. Bridge the Gap Between Teams

By providing a centralized communication channel, the internal IT helpdesk software enables employees from different teams to connect and collaborate effectively. Through an internal help desk ticketing system, it ensures effective management of requests, which enhances collaboration between teams to resolve issues promptly. 

By collecting feedback and metrics, the help desk identifies areas of improvement and enables data-driven decision-making to enhance interdepartmental processes. Overall, the internal IT helpdesk software is crucial in enhancing teamwork, knowledge sharing, and communication, resulting in bridging the gap for improved productivity and collaboration.

2. Enhance the Productivity of Your Employees

An internal helpdesk can significantly enhance employees’ productivity within an organization. It provides a dedicated support system, allowing employees to seek assistance and resolve issues. By offering a centralized communication channel, the internal IT helpdesk streamlines information flow, ensuring that employees have access to the necessary resources. 

Additionally, the help desk also offers self-service options that empower employees to find solutions independently and reduce dependency on specialized teams. Implementing an internal help desk ticketing system within the help desk enables efficient tracking and management of requests, ensuring that all tasks are addressed in a systematic and timely manner.

3. Empower Employees with Self-service

An internal help desk has the potential to empower employees through self-service capabilities. By offering a knowledge base or a self-help portal, employees can access frequently asked questions, guides, tutorials, etc. This empowers employees to resolve common issues on their own and save time. 

Self-service empowers employees to stay informed and take ownership of their own tasks, reducing reliance on the help desk for routine inquiries. Ultimately, by enabling self-service, the internal IT helpdesk promotes employee autonomy, boosts confidence, and enhances efficiency across the organization.

4. Measure the Satisfaction Rates of Employees

One common approach to knowing the satisfaction levels of employees is to create a survey that is sent to them after their support request is resolved. This survey can include questions related to their overall satisfaction with the help desk’s response time, the quality of assistance provided, and their overall experience. Businesses can also identify any recurring issues or areas for improvement. 

By analyzing the feedback, the internal helpdesk can help you gain insights into employee satisfaction, identify areas of improvement, and take proactive measures to enhance the support experience. This continuous feedback loop ensures that the help desk remains responsive to employee needs and can deliver high-quality service.

5. Secure the Data of Your Employees 

An internal helpdesk can help you enforce strict access control measures, ensuring that only authorized personnel have access to sensitive data. This includes implementing role-based access control and multi-factor authentication to prevent unauthorized access. The help desk can also utilize encryption techniques to protect the data. 

Additionally, the internal IT helpdesk can also conduct regular security audits and vulnerability assessments to identify and address potential weaknesses in the system. By maintaining strong security, the internal helpdesk helps protect employee data from breaches, cyberattacks, and other security threats. This results in enhanced confidence and trust among employees in the organization.

Exceptional Features of the Internal Helpdesk

1. Internal Ticketing System

The internal helpdesk ticketing feature offers a structured and organized system for managing customer requests, ensuring no inquiry or issue is missed. Each customer request is assigned to a particular agent, allowing them to track and prioritize their workload effectively. The internal ticketing system also enables the team to categorize and assign tickets based on their urgency, complexity, or relevant expertise required.

This helps in efficient resource allocation and ensures that the most suitable team member addresses customer inquiries. Additionally, the internal ticketing system also captures important details of each customer interaction. The ticketing feature empowers internal service desk teams to streamline workflow, enhance productivity, and provide exceptional customer support.

2. Self-service

By providing customers with self-service options, it enables them to find answers to common questions or issues independently. This empowers customers to resolve straightforward inquiries on their own, reducing the overall workload for the service team. This centralized knowledge base not only assists customers but can also be considered as a valuable resource for the service department. 

The self-service feature helps in offering consistent and accurate service to the customers, as the knowledge base can be regularly updated with the latest information and best practices. The internal IT helpdesk self-service feature improves customer service efficiency, reduces response times, and helps service teams to focus on more complex or critical queries.

3. Omnichannel Support

The internal service desk omnichannel support feature allows the service team to provide seamless support across multiple channels, such as email, live chat, phone, and social media platforms. By offering a consistent customer experience across various touchpoints, the omnichannel support feature enhances customer satisfaction and loyalty. Customers can choose their preferred communication channel, and the support team can seamlessly switch between channels without losing context. 

This ensures that customers receive timely and efficient assistance, regardless of the channel they use. Furthermore, the omnichannel support feature helps customer service teams in monitoring and managing customer inquiries effectively. They can route and prioritize tickets based on their channel and urgency. Overall, the internal IT helpdesk omnichannel support feature enables customer service teams to deliver personalized support and enhance the overall customer experience.

4. Analytics

By analyzing various data points and metrics, the analytics feature enables teams to gain a deeper understanding of their performance and make data-driven decisions. It can provide comprehensive reports on KPIs, such as response times, resolution rates, customer satisfaction scores, and ticket volume. This data allows teams to analyze their efficiency, identify loopholes, and allocate resources effectively. 

The analytics feature also helps in detecting trends and patterns in customer queries, enabling teams to address recurring issues proactively. Hence, the internal helpdesk analytics feature empowers customer service teams to continuously improve performance, optimize workflows, and deliver exceptional customer support.

5. Customization

Customization allows teams to tailor the internal helpdesk system to meet customer needs and preferences. It can include branding the help desk interface with the organization’s logo and colors, creating a cohesive and professional look replicating the company’s image. Moreover, teams can also customize ticket fields, categories, and workflows. 

Customization options can extend to reporting and analytics, enabling teams to generate custom reports and metrics for better results. The internal IT helpdesk customization feature empowers service teams to optimize the system to their unique requirements, resulting in improved productivity, enhanced user experience, and ultimately better customer support.

6. Live Chat

The live chat feature enables real-time, instant customer communication, allowing teams to address inquiries and provide timely assistance. It helps in immediate interaction and engagement with customers, creating a sense of responsiveness and personalized support. With its help, service agents can engage in live conversations, ask clarifying questions, and provide real-time solutions. This results in a faster and more efficient support experience. 

The live chat feature also enables multitasking, as agents can handle multiple chat sessions simultaneously, maximizing productivity and minimizing customer wait times. Additionally, the feature often includes helpful functionalities like canned responses, file sharing, screen sharing, etc., to provide quick and accurate information.

7. Canned Responses

The canned responses feature helps service teams to create pre-written and standardized responses to common customer issues. These canned responses can be easily accessed and utilized during customer interactions, saving time and effort for service agents. By using canned responses, teams can ensure consistency and accuracy in communicating with customers, as the responses are pre-approved and created to tackle complex situations effectively. 

This feature also helps in handling high-volume inquiries efficiently, as agents can quickly select an appropriate canned response and send it to the customers as a solution. Moreover, the Canned Responses feature enables teams to maintain a unified and professional tone whenever they interact with customers. It also minimizes the risk of errors or misinformation by providing predefined and approved responses.

5 Crucial Factors to Consider Before Selecting an Internal Helpdesk

I. How user-friendly is it?

Checking the user-friendliness of an internal helpdesk before selecting one is crucial for several reasons. Firstly, an intuitive and user-friendly interface enhances the overall user experience for both the customer service teams and end-users. It reduces the learning curve and minimizes the time spent on training with the internal IT helpdesk system. A user-friendly internal helpdesk ensures that teams can quickly navigate through different features, access necessary information, and perform tasks efficiently, resulting in improved productivity.

II. Do the features fulfill your requirements?

Checking the features of an internal service desk allows you to analyze whether it fulfills your organization’s specific needs and requirements. By checking the features, you can ensure that it provides the necessary tools to enhance customer service, streamline workflows, and improve overall efficiency. Analyzing the features also helps you to evaluate the scalability of the helpdesk. Ultimately, checking the features of an internal helpdesk allows you to select the most suitable solution that meets your specific requirements.

III. Does it integrate with third-party apps/tools?

Check if the internal helpdesk integrates with third-party apps and tools as it ensures a seamless workflow. Integration expands the functionality and versatility of the internal IT helpdesk. By connecting with third-party apps, organizations can leverage additional features and capabilities that complement the help desk’s core functionalities. For example, integration with knowledge management systems can enhance the knowledge base. Hence, always check the integration capabilities of an internal helpdesk before selecting one.

IV. How many agents can use it at the same time?

Checking the maximum number of agents that can use the internal helpdesk helps you to determine whether it can accommodate the size and scale of your customer service team. By understanding its capacity, you can ensure that all agents have simultaneous access, preventing delays in managing customer queries. Additionally, by knowing the maximum agent capacity, you can allocate resources effectively and ensure a balanced workload.

V. What is its support availability?

Checking the support availability is crucial to ensure that you have access to timely and reliable assistance whenever issues arise. Reliable support is crucial in maintaining the smooth operation of the internal IT helpdesk as it addresses any technical difficulties or system-related challenges. Additionally, understanding the support availability helps you assess the level of support. This includes factors such as the availability of phone, email, or live chat support. Hence, choosing an internal IT helpdesk that offers support options that match your organization’s requirements is important.

To Sum it Up

This guide on internal helpdesk software will work as a comprehensive resource for organizations looking to optimize their internal support systems. In this guide, you can explore an internal helpdesk’s key features, benefits, and consideration factors. With the guidance provided in this guide, organizations can make informed choices when selecting the right internal IT helpdesk software that matches their specific needs.