Implementing Ticketing and Helpdesk Software for SMEs

updated on March 3, 2025 by tech-n-design

Ticketing and help desk software can help streamline and improve your customer support efforts. The right software can track and prioritize customer issues, provide faster and more accurate responses, and create a better overall customer experience.

What are Ticketing and Helpdesk software?

Ticketing and help desk software manage customer support inquiries and requests. Customer service teams typically use it to track, prioritize, and solve customer issues.

The software typically includes a ticketing system, which allows customer service representatives to create, track, and resolve customer support tickets. It may also include a knowledge base or FAQ section where customers can find answers to common questions. Some ticketing and help desk software also includes features like live chat, email integration, and automated responses to help streamline the customer support process.

How to use Ticketing and Helpdesk software?

Step 1 – Identify your business’s needs

Before implementing a ticketing and helpdesk system, it’s important to understand your business’s specific needs. For example, do you need a system that can handle many customer inquiries? Do you need a system that can integrate with your existing CRM software? Understanding your needs will help you choose the right ticketing and helpdesk software for your business.

Here are some factors to consider when identifying your business’s needs:

• Volume of customer inquiries: If your business receives a high volume of customer inquiries, you may need a ticketing and helpdesk software specifically designed to handle large amounts of data and traffic. This might include features such as automated triage and assignment and tools for managing and prioritizing tasks.
• Type of inquiries: Different businesses receive different types of customer inquiries. For example, a retail business might receive a lot of order-related inquiries, while a software company might receive many technical support requests. Understanding the types of inquiries you receive will help you choose a ticketing and helpdesk software that is tailored to your specific needs.
• Support channels: Consider the different channels through which your customers can reach out for support, such as email, phone, and social media. You’ll want to choose a ticketing and helpdesk software that is able to integrate with these channels and provide a seamless experience for your customers.
• Integrations: If your business uses other software, such as a CRM system or an e-commerce platform, you’ll want to choose a ticketing and helpdesk software that can integrate with these systems to ensure that customer information is consistent and up-to-date across all of your tools.
• Support team size and structure: The size and structure of your support team will impact the type of ticketing and helpdesk software you choose. For example, a larger team might benefit from a system with more advanced assignment and task management features, while a smaller team might prefer a simpler interface.
• Budget: Finally, it’s important to consider your budget when choosing a ticketing and helpdesk software. There are options available at a wide range of price points, so it’s important to find a solution that fits your budget while meeting your business’s needs.

Step 2 – Research and compare different ticketing and helpdesk software options

There are many different ticketing and helpdesk software options available, each with their own unique features and pricing plans. Take some time to research and compare different options to find the one that best fits your business’s needs and budget.

Here are some factors to consider when researching and comparing different options:

1. Features: Different ticketing and helpdesk software options offer a wide range of features, so it’s important to compare them to find the one that best meets your business’s needs. Some common features to consider include:
2. Automated triage and assignment: This allows incoming customer inquiries to be automatically routed to the appropriate support agent or team based on the type of issue or request.
3. Task management: This allows you to create, assign, and track tasks within the helpdesk system to ensure that customer inquiries are being handled efficiently.
4. Integration with other tools: As mentioned earlier, it’s important to choose a ticketing and helpdesk software that integrates with other tools your business uses, such as CRM systems or e-commerce platforms.
5. Customization options: Look for ticketing and helpdesk software that allows you to customize the look and feel of your helpdesk to match your brand.
6. Self-service options: Consider whether you want to provide self-service options for your customers, such as a knowledge base or FAQ section, and choose a software that offers these features.
7. Pricing: Different ticketing and helpdesk software options have different pricing plans, so it’s important to compare them to find the one that best fits your budget. Consider the cost of the software itself, as well as any additional fees for features or integrations.
8. Customer reviews: Read customer reviews to get a sense of how well the software works in real-world situations and whether it has received positive feedback from users.
9. Ease of use: Consider how easy the software is to use both for your support team and for your customers. A user-friendly interface can make a big difference in the effectiveness of your helpdesk.

Step 3 – Sign up for a trial

Many ticketing and helpdesk software providers offer free trials, which allow you to test out the software and see how it works before committing to a paid plan. Take advantage of these trials to get a feel for the software and ensure that it meets your needs.

Here are some things to keep in mind when signing up for a trial:

• Understand the terms of the trial: Make sure you understand the terms of the trial, including how long it lasts and what features are included. Some trials may have limitations, such as a limit on the number of customer inquiries that can be processed or a limit on the number of support agents who can use the software.
• Use the trial to test out all of the features: Take advantage of the trial period to test out all of the features of the software to see how well they work for your business. This might include testing out the automation features, setting up integrations with other tools, and customizing the look and feel of the helpdesk.
• Involve your support team: Involve your support team in the trial process to get their feedback on the software. This will help you determine whether the software is user-friendly and meets their needs.
• Evaluate the results: Use the trial period to evaluate the results of using the software. This might include tracking metrics such as the number of customer inquiries handled, the average resolution time, and customer satisfaction ratings.

Step 4 – Set up your account

Once you’ve chosen ticketing and helpdesk software, sign up for an account and follow the setup instructions provided by the software provider. This may include importing your customer and support agent information, setting up email integration, and customizing the look and feel of your helpdesk.

Here are some things to consider when setting up your account:

• Follow the setup instructions provided by the software provider: Each ticketing and helpdesk software is different, so it’s important to follow the specific setup instructions provided by the software provider. This might include things like creating user accounts for your support team, setting up email integration, and customizing the look and feel of your helpdesk.
• Import your customer and support agent information: Many ticketing and helpdesk software options allow you to import customer and support agent information from other tools, such as a CRM system. This can save you time and ensure that your information is consistent across all of your tools.
• Set up automated responses: Many ticketing and helpdesk software options allow you to set up automated responses to common customer inquiries. This can be a helpful way to provide fast, efficient support to your customers while also freeing up your support team to focus on more complex issues.
• Customize the look and feel of your helpdesk: Many ticketing and helpdesk software options allow you to customize the look and feel of your helpdesk to match your brand. This might include things like adding your company logo, choosing a color scheme, and customizing the layout of the helpdesk.

Step 5 – Train your support team

It’s important that your support team is properly trained on how to use the ticketing and helpdesk software to ensure that they are able to effectively manage customer inquiries and resolve issues. The software provider should offer training resources or assistance to help your team get up to speed.

Here are some things to consider when training your support team:

• Provide an overview of the software: Start by giving your support team a high-level overview of the ticketing and helpdesk software, including how it works and what features it offers. This will help them understand the context in which they will be using the software.
• Show them how to use the software: Next, provide detailed training on how to use the software, including things like creating and managing tickets, using the automation features, and working with integrations.
• Provide resources for ongoing learning: Some ticketing and helpdesk software options offer resources such as training videos, documentation, and support forums to help your team learn and troubleshoot as they use the software. Make sure your team knows where to find these resources and encourage them to use them as needed.
• Encourage ongoing learning: Finally, encourage your team to continue learning and staying up-to-date with the software as new features and updates are released. This will help ensure that they are able to effectively use the software to support your customers.

Step 6 – Implement your processes

Use the ticketing and helpdesk software to create and document your support processes, including how customer inquiries are triaged, assigned, and resolved. This will help ensure that your support team is able to efficiently and effectively handle customer inquiries.

Here are some things to consider when implementing your processes:

• Define your process for triaging and assigning customer inquiries: Determine how customer inquiries will be triaged and assigned to the appropriate support agent or team. This might include setting up automated rules to route certain types of inquiries to specific agents or teams, or using manual assignment to ensure that inquiries are handled by the most appropriate person.
• Document your processes: Document your processes for handling customer inquiries so that your support team has clear guidelines to follow. This might include things like the steps to take to resolve an issue, the expected resolution time for different types of inquiries, and any other relevant information.
• Create templates and macros: Many ticketing and helpdesk software options allow you to create templates and macros to streamline your processes. For example, you might create a template for common customer inquiries, such as password reset requests, to save time for your support team.
• Use task management features to track progress: Many ticketing and helpdesk software options include task management features that allow you to create, assign, and track tasks within the system. Use these features to ensure that customer inquiries are being handled efficiently and that progress is being made towards resolution.

Step 7 – Monitor and optimize

Once you’ve implemented your ticketing and helpdesk software, it’s important to monitor its performance and make adjustments as needed to ensure that it is meeting the needs of your business and your customers. This may include adjusting your processes, adding new features or integrations, or making changes to your support team’s workflow. Monitoring and optimizing your ticketing and helpdesk software is an ongoing process that helps you ensure that the software is meeting the needs of your business and your customers.

Here are some things to consider when monitoring and optimizing your ticketing and helpdesk software:

• Track key metrics: Monitor key metrics such as the volume of customer inquiries, the average resolution time, and customer satisfaction ratings to get a sense of how well your helpdesk is performing.
• Identify areas for improvement: Look for areas where your helpdesk could be more efficient or where customer satisfaction could be improved. This might include things like streamlining your processes, improving your self-service options, or adding new features to the software.
• Make adjustments as needed: Based on the insights you gain from monitoring and analyzing your metrics, make adjustments to your helpdesk as needed to improve its performance. This might include things like changing your processes, adding new integrations or features, or adjusting your support team’s workflow.
• Continuously test and iterate: Monitor and optimize your helpdesk on an ongoing basis to ensure that it is meeting the needs of your business and your customers. This might involve testing new approaches or features and iterating based on the results.

Freshdesk Ticketing and Helpdesk software

What is Freshdesk?

Freshdesk is a web-based ticketing and helpdesk software designed to help businesses manage customer inquiries and support requests. It offers a wide range of features designed to streamline the support process, including automation tools, integration with other business tools, and self-service options such as a knowledge base and customer community. Freshdesk is suitable for businesses of all sizes and is available in a variety of pricing plans to meet the needs of different organizations.

Some of the key features of Freshdesk include:

• Automated triage and assignment: Freshdesk includes tools for automatically routing customer inquiries to the appropriate support agent or team based on the type of issue or request.
• Task management: Freshdesk includes features for creating, assigning, and tracking tasks within the helpdesk system to ensure that customer inquiries are being handled efficiently.
• Multichannel support: Freshdesk allows customers to reach out for support through a variety of channels, including email, phone, and social media.
• Integration with other tools: Freshdesk integrates with a wide range of other business tools, including CRM systems, e-commerce platforms, and social media platforms.
• Customization options: Freshdesk allows you to customize the look and feel of your helpdesk to match your brand, including the ability to add your company logo and choose a color scheme.
• Self-service options: Freshdesk includes self-service options such as a knowledge base and customer community to allow customers to find answers to common questions and resolve issues on their own.
• Collaboration tools: Freshdesk includes collaboration tools such as internal notes and team email to allow your support team to work together more effectively.
• Reporting and analytics: Freshdesk includes a range of reporting and analytics tools to help you track key metrics and understand how your helpdesk is performing.
• Mobile app: Freshdesk includes a mobile app that allows you to manage your helpdesk on the go.

Freshworks is a customer engagement software company that offers a range of products to help businesses engage with their customers and manage their customer relationships. In addition to Freshdesk, some of the products offered by Freshworks include:

• Freshservice: An IT service desk platform that helps businesses manage and resolve IT-related issues and requests.

• Freshsales: A sales CRM platform that helps businesses manage their sales process and customer relationships.

• Freshmarketer: A marketing automation platform that helps businesses automate and optimize their marketing efforts.

• Freshchat: A live chat software that allows businesses to engage with website visitors in real-time.

FAQs: Ticketing and Helpdesk software

Why is ticketing and helpdesk software important?

• Ticketing and helpdesk software is important because it allows businesses to provide efficient, high-quality support to their customers. It helps streamline the support process, allowing businesses to handle a large volume of inquiries and resolve issues quickly.

How do ticketing and helpdesk software work?

• Ticketing and helpdesk software works by allowing customers to submit inquiries or support requests through various channels, such as email, phone, or social media. The software then routes these inquiries to the appropriate support agent or team for resolution. It may also include features such as task management, automated responses, and integration with other business tools.

What are the benefits of using ticketing and helpdesk software?

• The benefits of using ticketing and helpdesk software may include improved efficiency, better customer satisfaction, and the ability to handle a large volume of inquiries. It can also help businesses streamline their support processes and integrate their support efforts with other business tools.

How do ticketing and helpdesk software benefit a business?

• A ticketing and helpdesk software can improve the efficiency of a business’s customer support operations by automating and organizing the tracking and resolution of customer inquiries and issues. It can also provide better visibility into customer needs and preferences, which can inform product development and marketing efforts.

What are the different types of ticketing and helpdesk software?

• There are several types of ticketing and helpdesk software available, including:
  • On-premises software: This type of software is installed and run on a company’s own servers.
  • Cloud-based software: This type of software is hosted by the vendor and accessed via the internet.
  • Open-source software: This type of software is free and its source code is available for users to modify and customize.

What are the costs associated with implementing ticketing and helpdesk software?

• The cost of ticketing and helpdesk software will depend on the specific features and capabilities you require, as well as the size of your organization and the number of users. Some software is priced on a per-user, per-month basis, while others charge a one-time licensing fee.

Can I customize ticketing and helpdesk software to fit my business’s specific needs?

• Many ticketing and helpdesk software platforms offer some level of customization, either through native features or through integration with other business tools. It’s worth considering whether the software you’re evaluating offers the level of customization you need to meet the unique needs of your business.

How do I integrate ticketing and helpdesk software with my other business tools?

• Many ticketing and helpdesk software platforms offer integration with other business tools, such as CRM systems and project management software. This can allow for seamless data exchange and streamlined workflows across different business processes.

Conclusion

Ticketing and helpdesk software can be a valuable tool for businesses of all sizes.

It allows for more efficient and organized communication between customers and support staff and can help to streamline and automate various processes such as issue tracking and resolution.

Implementing ticketing and helpdesk software can help improve customer satisfaction, increase productivity, and reduce the workload of your support team.