Components of A Successful Help Desk

A company’s employees are the most important aspects of that organization, so dealing with their tech issues is just as critical as customer interaction. That’s why your help desk should focus on providing value and solving their problems. The features needed for an internal help desk might differ slightly from those required for an externally facing one.


Asset Management

You might think of asset management as a separate process from your help desk. Still, the two can offer more business value when combined. Asset management provides essential insights into the assets your organization uses, letting you make a more informed decision. The information you get from each process can complement the other, allowing you to manage changes better.

Components of A Successful Help Desk

Data from asset management is helpful for the help desk to understand the areas where they can support assets better. Or you could use that data to improve the resolution times. When you have more information about the asset, you can better understand the cause of the issue and possible remedies. A few benefits of combining asset management with your help desk include:

  • Better resource use
  • More visibility over your IT infrastructure
  • Less money and time for unnecessary purchases

Setting Up a Knowledge Base

Similar to a solution that customers use, one that employees use should also have a knowledge base. That means you should have articles about frequently encountered issues or how-to tutorials. There can be public articles for the employees, as well as internal ones for the IT team.

There should also be a self-service portal where users can set up the ticket and track their ticket status. Still, it is best to encourage people to turn to the knowledge base if you want it to have any impact. You also need to be publishing information from your IT team. Make the knowledge base part of the company culture, so everyone knows where to go with questions.

Automation Processes

Automation helps get more done in less time, allowing employees to focus on other essential tasks. You can have specific actions trigger different actions. For example, if a new ticket arrives from one department, you can get sent to a particular agent. Or perhaps when it hasn’t been answered in a specific number of hours, a reminder will be sent.

Perhaps you always ask a user a specific question when they send in a ticket, so using automation to get the conversation going might be an excellent option here. You can set up chatbots to ask these things. They are also a good way of determining where to send the question and which team member to assign it.

You can also set up automation to do scheduling tasks. Every help desk has maintenance tasks that need to regular happen, like archiving files or patching the system. Automation can schedule them and even carry out some of them. Or you can use automation to assign them to specific team members.


It’s likely that your IT infrastructure already uses a range of software for everything from project management to messaging to email. Your help desk has to be able to communicate with them to solve issues. For instance, your ticketing systems need to integrate with your email platform to import tickets.

Help Desk Integrations

Simultaneously, it may pull the data from that user from an external source while working with the project management system. When you are choosing a help desk software, look at the things it can integrate into, so you get something to meet your needs. It is critical to have an API that is easy to use in case you have to integrate the ticketing into a system or a legacy app.