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Service Desk Ticketing System Software Pros and Cons

HomeTechnologyService Desk Ticketing System Software Pros and Cons

Be it small and medium enterprise (SMEs) or large scale established companies, customer satisfaction will remain the priority of every business. It’s happy and satisfied customers that result into a profitable and successful company. This is the reason why more and more businesses are looking for innovative ways to improve their service desk with the best ticketing system. In fact, your business could develop a presence of 24 hours a day and 7 days a week, offering complete support and services to the customers and staff alike.

Many organizations today choose ticketing software for taking the performance of service desk to the next level. But, there are several questions that often revolve in the mind of individuals when it comes to the efficacy of the software. To answer them all, this article explains the pro’s and con’s of having the software and the considerations that you need to make.

What Are The Pros of Ticketing Software?

Today, a growing number of businesses have laid their trust on outsourcing the ticket management tool entirely, instead of creating them in-house. Though the initial payment that is associated with the purchase of software might be a problem, but the rewards combined with higher ROI that it offers certainly outweighs the complications of upfront expenses.

Analytics and Customization

Modern software has customization and branding capabilities with an easy interface that would boost the reputation and image of the company as a worthy brand. With the analytics offered by the software, performance and level of customer satisfaction can be measured against the expected goals and be compared with the leaders of the market too.

Multiple Integration

At present, the softwares are being designed to work on various platforms, where their features can be integrated to the different third-party applications including eCommerce, social media, agent productivity and CRM. Further, the software also features provisions for automating emails and file requests into departments or particular service desk team using values or numbers as the specifying criterion.

Mobile Support

ticketing software will never be able to make its presence count unless its compatible with mobile devices. Think about it, mobile interface is everywhere then why should your service desk stay behind? In fact, there are certain software that are available as mobile apps for simplifying the user experience.

Effective Reports

The reports that are delivered by the software provide an in-sight about the key growth indicators like ticket activity, resolution time, agent performance and service agreement compliance. They are more about rendering you with a bird’s eye view of the various tickets for a certain period of time, with this the service desk team can determine which ticket needs immediate attention and which can be resolved later.


The software has to be easy to use, giving customers an opportunity to submit and track their requests in an effortless manner. In addition to that, they should have access to similar queries in order to find relevant answers. Other tools like screen attachments or recordings would also solve lingering issues. To sum it up, every piece of data in ticketing software never gets outdated or old.

These are some of the remarkable benefits that the software provides to any business. However, look around and identify the right one that perfectly meets the unique service desk demands of your organization.

What Are The Con’s of Ticketing Software?

It’s undeniable how beneficial ticketing software can be, yet there are some con’s that you need to know and these are:

Varied Usability

Only because the software supports cloud package does necessarily mean that will be simple to use. Truth to be told, there can be tons of options with confused design and clunky interface making the situation worse than before.

Knowledge Abilities

The quality of database present in the software is of equal importance. There are certain systems that are able to provide the best suggestions to the user when they are about to submit a ticket, while others fail miserably.

Adoption Time

The aim of using ticketing software is to come up with the best experience for the users. Like the service desk team, the customers will also take some time to make themselves acquainted to the operations of the system and the way it works.

Upfront Expense

Though the returns are outstanding, still the company must have sufficient funds for purchasing the software.

Consider both the pros and cons and then determine whether a ticket management tool would be the right match for the service desk of your company or not. The key lies in selecting ideal ticketing software that adheres to the demands of the business and assures promising results.

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