Best Features of Service Desk Software for 2020

Are you thinking of using service desk software? Maybe you just want to make sure that you are doing everything you can to give both your customers and your agents the support that they need to trust in your company’s business model and method of operation. Either way, here are features that you need to look for when you use a service desk software.

Ease of Use

Before you even begin to commit to a help desk, you have to make sure that it is easy for your team to use. A brand-new tool will require a good level of adjustment, and transitioning your entire team won’t be a simple process. As you make your decision, you need to think about the way that your team works right now. Do your team members move through your support conversations efficiently? Is your new tool able to support them here? Ask of yourself;

…’is the interface intuitive and simple” and “can changes be made to the workflow without having the need to contact an administrator?’…

If you do not have the answers to questions like this right now, it’s worth taking out a demo or a trial so that you can see which is the best fit for your company in the long run.


When you are choosing your service desk software, it’s vital that you think about the other tools that you are going to be using as well. You have to address your company’s individual needs here. Try and find out if the software you have now is going to work with the other software you have. If it doesn’t then you may be compromising one aspect of your company just to better another and this is the last thing that you need. It’s also worth trying to have a self-service area to see if you can get the exact support you need for your customers and even your internal stakeholders. Features like this are often overlooked, but vital nevertheless.


You will be storing a ton of customer data on your service desk, not to mention that you will have a full team of people accessing your data at any one point as well. For this reason, you have to do everything you can to make sure that your security is on-point. If it isn’t then you need to try and make sure that you find another software that is. Create strong passwords for every team member you have and also choose a help desk which has two-factor authentication too.


Before you even think about diving into a new help desk or service software, you need to think about what kind of support you are getting. If you are going to have to deal with all of the troubleshooting issues that crop up along the way, then this may mean that you are not choosing the right software. Some places may provide you with different levels of support depending on the package you take out, so it’s vital that you take things like this into account where you can.

Written by

Ryan Robinson

Ryan Robinson is a web content specialist who loves to write on new Technology, Digital Marketing & Internet. Ryan work has appeared in a wide range of publications in Online Media Coverage for Digital Companies Like: Wondershare, NordVPN.

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