Your help desk is the center of your customer service team. It helps your business provide customer-centric service through automating and organizing their daily workflow. By supplying employees with the tools they need to quickly answer questions, your company creates a more powerful service cycle.

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However, your help desk can only do so much. With information coming in through multiple channels, you need to have a system in place to keep your help desk running smoothly. After all, optimizing your help desk software is the key to maximizing its benefit to your company.

With this in mind, take a look at the section below for some best practices you can use when managing a help desk.

5 Help Desk Management Best Practices

1. Treat every customer interaction as a ticket.

Every customer interaction is important, therefore every interaction should result with a new service ticket. This not only helps your team keep track of open cases, but it also provides your business with up-to-date information about your customers. You'll know every problem they've had with your company, making it easier to provide personalized and proactive customer service.

Additionally, this best practice should extend to the communication medium as well. Whether it's an email, phone call, in-person conversation, social media message, alert, or online request, each incoming message should be processed as a new ticket. This is one of the core fundamentals for creating an omni-channel experience.

2. Design the help desk based on user experience.

User experience is the overall emotions, attitudes, and experiences a person has while using a product or service. Designing for user experience means creating products and services that provide meaningful experiences for your users -- typically with a simple, engaging interface and an efficient process for achieving goals.

Similarly, your help desk should be based on the needs and desires of customers. Your agents should regularly collect customer feedback, asking them what they like and dislike about the help desk. Making changes based on customer feedback ensures a stronger user experience and improves customer satisfaction.

3. Don't create an entirely new process.

When investing in help desk software, some companies consider throwing out their original processes and starting from scratch. While this can be enticing, doing so will waste time as you'll have to completely re-train your service reps. Additionally, this can become confusing for customers who are used to your existing system.

Instead of changing your entire process, use the help desk to simplify and streamline your current system. This will let your agents refocus their time on quality conversations with customers, rather than learning a new workflow.

4. Prioritize transparency with customers.

Your team should prioritize transparency with customers. Being honest and straightforward builds customer rapport and enhances your relationship with your customer base. Help desk software helps you double-down on transparency by improving the communication process between your reps and customers.

For example, you can easily automate updates on service requests through emails or a ticketing system. This keeps customers in the loop so they know your team is hard at work and will update them as soon as their problem is solved. Not only does this save time for the rep, but it also reduces the number of emails made by the customer. They'll trust your rep will get back to them so don't have to continuously reach out for more information.

5. Grow and expand slowly.

Every company wants to grow. However, if you grow too fast, you're more likely to crash and burn. This is because your organization might not be able to support a massive increase in workload without having resources to manage them.

Instead, focus on growing through smaller projects. Each team member can plan these projects based on developments they'd like to see in the organization. Not only do these projects give agents something to work on outside of their day-to-day responsibilities, but they also help build a stronger, more well-rounded organization.

Finding the perfect software will help you embrace these management best practices. Below, we've curated a list of the top three help desk options for your customer service team. For a more complete list, check out this post containing the best help desk software.

3 Help Desk Management Software

1. HubSpot

HubSpot's help desk software includes a one-stop dashboard where you can enter, adjust, and track customer tickets. Features like ticket automation, routing, and prioritization create a more efficient, organized process that leaves no room for forgotten or misplaced tickets. The help desk can process tickets from a variety of sources, such as online forms, live chat, and email.


Source: HubSpot

The software also includes a knowledge base feature where agents can produce articles, documents, and FAQ pages that are indexed in search engines. Having this information publicly available helps customers find solution without having to reach out to your customer service team. You can also integrate HubSpot products with hundreds of apps, such as Zapier, Eventbrite, SurveyMonkey, and WordPress.

Price: Free

2. Freshdesk

Freshdesk has a shared inbox so reps can easily view, assign, prioritize, and merge tickets. Its omnichannel system supports phone, email, live chat, website, and social media.


Source: Freshdesk

The self-service portal is great for both employees and customers. Customers can communicate with other users via community forums and browse articles on the knowledge base. Freshdesk integrates with several types of apps, such as productivity, CRM, e-commerce, file sharing, issue tracking, surveys, and more.

Price: Free

3. Kayako

Beyond ticket creation and automation, Kayako offers a full view of the customer's journey including prior purchases, inquiries, and issues. Kayako can receive tickets from email, live chat, phone, Twitter, Facebook, and self-service.


Source: Kayako

The self-service portal includes articles that can be rated and reviewed by customers, so agents can improve existing content and add new articles when needed. The software can also be integrated with apps such as Facebook, LinkedIn, and Slack.

Price: $15/month

If you're looking to master your new help desk, consider completing one of these help desk certifications.

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Originally published Jul 15, 2019 8:00:00 AM, updated June 09 2021


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