Enterprise Help Desk Software
Enterprise-grade help desk software is often used to support both customers and internal employees at the same time. It also poses some additional requirements that come up only at large organizations' scale. Luckily, big companies' IT departments are usually very specific about the features they expect form a help desk system. So here are the features we've included in Jitbit Helpdesk solution
Must-have features of an Enterprise Help Desk app
- Single sign-on via SAML, Azure AD, G-Suite login, Windows-integrated authentication, oAuth or similar. So employees don't need to register another login to remember don't they? Let them sign in with their existing passwords. Also helps when your IT needs to quickly disable access for a user who's moved to another department or even let go.
- On-premise option - some companies require a downloadable option to install on their own servers. But we highly recommend using the SaaS version since it's updated more frequently and literally requires no SQL Server or Windows Server administration skills. Our SaaS version is GDPR/HIPAA compliant and that's the reason many enterprises go with the SaaS/hosted version.
- Asset tracking for your inventory - computers, printers, network equipment.
- Off site backups (for SaaS aps only) - some companies prefer to have their own daily/weekly/monthly copy of their data. Either for safety, compliance reasons, or for the option to later switch to self-hosted installation of the software.
- Integrations - good help desk software should be able to talk to your CRM, billing, HR, ERP and other software suites used by the enterprise. Some additional points that worth a separate mention are
- Active Directory and similar catalogs to sync your user data from.
- MS Exchange protocol support
- API - to connect to your custom-built solutions
- Workflows - resolving a support ticket in large organizations usually involves more than just technical support. It sometimes requires reviewing, approval, financial and other decision-making steps.
- Multi-user private communication - for the same reasons as mentioned above
- Automation - via scheduling and trigger-action macros
- Security and permissions - so users see only what they're supposed to see.
- Knowledge Base - to publish articles and FAQs for both internal and external use.
- Reports - who's doing what? Which department creates the most tickets? What's our resolution time? How about some custom reporting?
- Audit logs - who deleted the missing file? Who changed the contents of a KB article? Who edited the support request and can we see the history?
As we covered in our recent blog post, providing support to your employees is just as important as supporting your customers.
Last updated: 10/16/2019
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