Help desks are an essential part of helping an organization run smoothly. A good help desk will help manage inquiries, improve service, and increase end user satisfaction. However, not all help desks are created equal. There are some fairly common help desk problems and solutions that are important to consider when selecting a help desk for your organization.
To get a sense of what the most common help desk deficiencies are, we polled help desk technicians and managers across the globe and asked one simple question:
“What feature do you wish your help desk included?”
The responses were ovewhelming:
Third-Party Sign-Ons
Eliminating third-party sign-ons is one of the most requested features for most help desks, but very few help desks actually provide this simple feature.
That’s why we built NITRO Help Desk to fully integrate with M365, Teams, and SharePoint. This is the environment where most people work already and we know that the easier we make it to use a solution, the more likely users will be to…well…use it! The adoption of a solution can really make or break its success and affect user satisfaction, which is why both technician and end user experience is essential when selecting the right help desk. If you find your help desk does not offer this compatability, it may be time to consider replacing your current help desk with something like NITRO Help Desk to meet your users where they work.
Integration with Microsoft Teams
In addition to eliminating third-party sign-ons, a true Microsoft Teams integration is a very popular request. Since 2020, the adoption of Teams has grown rapidly and in today’s work environment, accommodating users in Teams can be a huge value add. Many help desks offer the option of essentially providing the same online help desk experience from within Teams. From a user’s perspective, this really doesn’t add any real value. A help desk with true integration will leverage the benefits of Teams and make them an active part of the help desk. For example, allowing users to create tickets from within a Teams chat and allowing technicians to assign or respond to tickets from directly within Teams provides true added value for people on the go.
This is also an important integration to consider when evaluating the demographics of the people who will be submitting or managing tickets as we have found that different generations work differently and Teams can play an essential role for certain generations.
NITRO Help Desk was created entirely based on customer feedback over the years, so we made sure to build it with a true Microsoft Teams integration to optimal performance.
Conclusion
NITRO Help Desk was built to include these key features along with all the other core features you may need:
- SLAs
- Detailed Time Tracking & KPIs
- Satisfaction Surveys
- Mobile Friendly
- & More!
These common help desk problems and solutions are key to consider in your help desk search. Whether you are replacing an old help desk that just isn’t cutting it anymore or looking for a brand new help desk solution to take your organization to the next level, be sure to check out NITRO Help Desk.
Request a demo of NITRO Help Desk!
