Investing in a good ticketing system allows you to: 

• Improve your team’s productivity: Help desk ticketing systems offer a host of features to save you time and enhance your team’s performance. They integrate with all of your customer contact channels to collect tickets then route them to a centralized location for your agents to pick up and resolve right away without needing to constantly monitor several channels and devices. Help desk solutions also allow you to customize workflows and automate many of your team’s manual tasks such as assigning, escalating, prioritizing, and categorizing tickets.‍
• Increase customer satisfaction, retention, and ROI: It’s a well-known fact in business that great customer service retains customers, and bad customer service drives them away. You might have a fantastic range of products, but it won’t mean much to your bottom line when your customers are unhappy because you’ve been taking too long to respond to their queries and incident reports or worse, missing their messages completely due to your overwhelming ticket influx from several contact points.
  Using a help desk allows you to stay on top of all your customer interactions and deliver speedy support, which not only enhances customer experience and retention rate, but also turns your customers into your promoters, spreading the word about your reliability as a provider and eventually earning you more leads and successful signups.‍
• Continuously fine-tune your support operations through accurate data: Manually monitoring your customer support KPIs is an impossible job and luckily, you don't have to do it. The majority of ticketing systems available today offer powerful analytics dashboards that provide you with detailed insights into what your team is doing well and what needs to be improved for you to continue observing your service level agreements (SLAs), drive customer satisfaction and deliver world-class service.

Investing in a good ticketing system allows you to: 

• Improve your team’s productivity: Help desk ticketing systems offer a host of features to save you time and enhance your team’s performance. They integrate with all of your customer contact channels to collect tickets then route them to a centralized location for your agents to pick up and resolve right away without needing to constantly monitor several channels and devices. Help desk solutions also allow you to customize workflows and automate many of your team’s manual tasks such as assigning, escalating, prioritizing, and categorizing tickets.‍
• Increase customer satisfaction, retention, and ROI: It’s a well-known fact in business that great customer service retains customers, and bad customer service drives them away. You might have a fantastic range of products, but it won’t mean much to your bottom line when your customers are unhappy because you’ve been taking too long to respond to their queries and incident reports or worse, missing their messages completely due to your overwhelming ticket influx from several contact points.
  Using a help desk allows you to stay on top of all your customer interactions and deliver speedy support, which not only enhances customer experience and retention rate, but also turns your customers into your promoters, spreading the word about your reliability as a provider and eventually earning you more leads and successful signups.‍
• Continuously fine-tune your support operations through accurate data: Manually monitoring your customer support KPIs is an impossible job and luckily, you don't have to do it. The majority of ticketing systems available today offer powerful analytics dashboards that provide you with detailed insights into what your team is doing well and what needs to be improved for you to continue observing your service level agreements (SLAs), drive customer satisfaction and deliver world-class service.

It’s very easy to make mistakes when choosing a help desk solution if you don’t thoroughly research what's available on the market and carefully consider the needs and budget of your business. Here are some of the most common mistakes businesses make:  

• Spending money on features you don’t need: ‘Premium’ doesn’t always mean ‘better’. Many small and medium-sized businesses select a premium, enterprise-grade plan because of all the feature additions they usually come with, but in reality, only half of the features end up being used. We advise that you always invest selectively and wisely. ‍
• Not accounting for future circumstances: Your business may see exponential growth within just a matter of months. It may also experience financial hardships, requiring you to downsize your operation. No matter what the future holds for your business, you’ll definitely need your help desk plan to grow or shrink accordingly. Buying a help-desk solution that isn’t very scalable can be a costly mistake in the long run. ‍
• Buying an all-in-one suite when all you need is just one or two specific solutions: This one is quite self-explanatory; if you only need a ticketing solution, opt for a provider that offers just that or selectively purchase a ticketing solution from an all-in-one suite vendor; never buy the whole suite. ‍
• Making long-term commitments before thoroughly testing a solution: Some help desk vendors offer perpetual licenses that are purchased once only. While this cuts down on recurring costs and can save you a significant amount of money over time, you should only do this after thoroughly testing the help desk solution and verifying that it’s the one for you. Otherwise, you will end up going back and forth with the vendor on their cancellation and refund policy.
  

Just as the cost varies from help desk vendor to another, pricing models can vary too. Here are some of the most common help desk pricing models you can expect:

• Per agent: The most common pricing model for help desk ticketing systems is a ‘per agent account per month’ fee, billed either on a monthly basis, or annually for a decent price reduction. Some help desks charge fixed fees in scales, e.g. ‘$$ for up to 5 agents’, “$$$ for 15-20 agents’ and so on. The per agent pricing model is the most cost-effective option for small businesses that are new to using a help desk system.‍
• Per device: This pricing model is most ideal for businesses that don’t require all employees to have access to their help desk software. Before opting for a help desk with a per-device pricing model, make sure you have an accurate estimate of the number of devices your customer support team uses. ‍
• Per ticket: Though very few, some help desk vendors use a ‘per ticket per month’ pricing model. Before selecting a provider that charges per ticket, ensure you have an accurate estimate of your ticket volume and that you select a scalable help desk vendor that can provide you with more ticket coverage should you need it in the future.‍
• Per license: Some on-premise help desks offer perpetual licenses that are purchased once only, without limits on agent accounts or customer tickets. While this cuts down on recurring costs, it’s long term commitment that needs to be thought through before making a decision. It’s also important to note that while you only have to pay once for the license, you may have to pay additional fees down the line for product maintenance and upgrades.