What is Internal Help Desk Outsourcing?


Employees are eager to raise their tickets. They do this to report system problems, request software upgrades, and inquire about travel reimbursements and policies. According to statistics.

 1). of Employees spend time searching for and gathering information.

 2).  of employees spend their time in internal communications.

 3). of Employees spend a lot of their time responding to emails.

All of the above-mentioned cases and others like them will undoubtedly result in tickets being created by the staff. You cannot stop staff members from creating tickets. However, it is possible to simplify the process and close the tickets quicker.

This vital collaboration process between teams is simplified by an internal ticket system. It makes sure that no employee questions are overlooked, as well as customer ticketing systems for external clients.

It is evident that a dedicated internal helpdesk ticketing system services can be a great tool for resolving issues.

What's an Internal Ticket Help Desk?

A helpdesk, for example, is a system that collects customer queries from different platforms and places them in one location. This software tracks the origin of a query and provides the solution.

An internal help desk is a ticketing system that focuses on internal colleagues and not external customers. Employers can, for example, use an internal ticketing system to handle non-IT or IT-exclusive internal operations.

This software can handle everything, from monitoring queries to solving them. Some of the features include a shared inbox, knowledge base, and live chat. Not all help desks offer all the tools.

Sometimes, two different software systems are not necessary for companies to manage internal and external inquiries. They can instead use one, efficient ticketing system that acts as both an external help desk and an intern help desk.

5 ways that the Internal Ticketing system helps Orgs

There are many benefits to having your internal helpdesk ticketing system in place. These are five ways you can expect it will make a difference.

1. Find the solution

Employees can quickly find the solution they need by using chatbots and knowledge bases integrated into their internal ticketing systems. This helps to make the workforce more resilient and ensures that there are always agents available to address any unresolved questions.

2. Accelerate the query process

Automated solutions connect complex problems to agents and routine problems to auto-responses. This automates the process of solving issues and spares employees from additional work. This is true for IT-related questions and IT professionals who work on IT tickets.

3. Knowledge hub

Because orgs can integrate internal ticketing systems into multiple applications, knowledge sharing is simple. The majority of questions from the internal team are related to customers. Employees can access the information they need through the knowledge hubs at their internal help desks.

4. Humanistic

Although the internal ticketing process is primarily automated, it remains humanistic. Because there are always people who are kept informed by the internal help desks, this is why it is so humanistic. Questions that integrated AIs or knowledge bases are not able to answer are directed to human beings.

5. Better communication across departments

Your employees will be more aware of how the departments work when they can help each other. When employees are able to communicate effectively across departments, perfect alignments can begin.

5 components to root for in an internal Ticket Help Desk

Multiple internal helpdesk software is available on the market. These five features will help you ensure that you get the besti internal ticket software.

1. Single sign-on, or SSO

SSO allows your team to log in using login IDs they already own. They shouldn't be forced to create a new login ID every time they raise a support ticket. This could make it more difficult or discourage users from raising vital tickets to address issues.

Common options include SAML, Windowintegrated authentication, and Azure Active Directory via SAML.

2. Automate your workflow easily

Automation is the next great productivity tool for operations. Efficiency is its byproduct. Workflows are predefined processes that automate routine operations.

These can include macros, SLAs, and automation rules. They also can contain third-party interfaces. This allows your staff to focus on more difficult, more challenging tasks.

Business automation can be used to create trigger actions that are based on the time of day. Trigger actions allow you to direct the message to the appropriate agent, send reminders, and auto-response repetitive queries.

You can even automate IT department requirements like system patching, file archive, hardware checks and backups (and recovers), security scans, software upgrades, and software.

3. Integrations are possible

It should be possible to integrate your intra-office support software in email, messaging, and CRM. This will allow you to manage projects, bug tracking, accounting, HR, CRM, and CRM. Many software applications are used by organizations for various purposes. The internal ticketing system shouldn't be the only one.

You will also need an API in order to integrate the IT ticketing system with custom-built software.

4. Your internal workforce will benefit from the knowledge base

Employees will want to solve problems on their own, no matter how well-resourced your internal support system is. The internal help desk is here to assist.

This allows you to compile common FAQs articles, and then publish them in the knowledge base of your internal ticketing system. This would answer most questions and help you track your support ticket.

5. Analytics

Your internal help desk's success does not depend on the number of tickets that are resolved. To solve the critical business issues that impact daily business operations, you need to identify the root cause of common tickets.

Reports should be generated by your internal help desk ticketing software to allow you to analyze ticket progress and team performance. This will help you understand the types of issues that are reported and what IT spends most of its time on. It also allows you to determine how to improve the existing mechanisms to ensure smooth operations.

An internal ticket system can help you take your business to the next level. You motivate employees to work harder by providing efficient service.

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It's all about internal support. External customer support can be made easier by outsourcing to the right agency. Helplama understands how to provide personalized, integrated service for both employees and customers. Get in touch today for the best combination of employee and unbeatable customer support.