If your help desk needs involve 100 – 100,000 users, help desk call tracking and ticketing software can increase your efficiencies and help to provide better customer support. But before begin the long and sometime tedious evaluation process, it’s very important that you first develop a set of evaluation criteria based on the features and benefits that are most important to your help desk requirements. Having evaluated a multitude of help desk, ticketing and CRM systems for IT support organizations, the following is a list of criteria that I’ve utilized with great results:
• Generate a requirements document that includes identification of current policies and procedures
• Define your specific needs against how your agents will utilize the new system
• Define escalation, call routing, and queuing needs
• Identify and define your back end system integration requirements
• Define business objectives, reporting, and critical tasks that may need to be altered at a moments notice
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