A help desk is arguably one of the most important parts of your company. Some might even say that your help desk is the most important division, because repeat business is the key to success. Nowadays, running a help desk without the right software is practically impossible. So - how to choose the right help desk system?
First, your help desk should have a shared team inbox. The e-mail aggregated there should be easy to assign to different team members, and response time ought to be measured. Also, unanswered e-mail should be automatically re-assigned to a different team member after a certain period of time. Canned responses are also a great feature to have - you can save lots of time with pre-written answers to common questions.
However, e-mail's not everything. Your help desk should also collect data from online chat sessions, social media discussions and forum threads. Another useful feature is phone integration - a good help desk solution should enable you to make & receive phone calls.