If you have been on the lookout for a helpdesk solution to help you track incoming support emails, you have probably already come across several options. This post discusses the types of solutions available in the market, without getting deep into individual features. Hopefully this will provide a decision framework that will help you determine the type of solutions you need, so that afterwards you can go on and evaluate only those that fall into the category you need.
The Basics of email tracking
All helpdesk software applications have a similar set of features when it comes to tracking emails. The basic features here are included in virtually all helpdesk software tools, and are therefore not really a deciding criteria.
If you have been researching the available solutions, you have probably found that pricing is all over the map, and structured in a complicated way. You may have discovered that:
Since this post is on our blog, you can probably guess that OneDesk differs on this.
Your business is unique, your workflows are unique, and one-size may not fit you. However in the world of software, customization costs money. If you need a special feature, you will have to pay for it (hence the high and hidden prices from some vendors). At the other end of the spectrum you may find some tools are so rigid that even the ticket statuses cannot be modified (these are often the less expensive solutions).
If you don’t have an unlimited budget for your helpdesk solution, your challenge is the find the pre-existing software with the features you need already built-in. For this you need to have a clear-headed view of what you need vs. what you want.
The OneDesk approach is to offer software that is customizable just by selecting options in the Administration panel of your account. While not being infinitely flexible, it offers a good selection of options that we hope will be able to handle the workflows for a large number of businesses. The nice part is that it is easy to set up in your account without expensive services. Our support team is always available to answer your questions free of charge.
Here are some of the things you can configure in OneDesk:
Making your selection
When researching helpdesk solutions, here is the thought process you should go through:
1) Ask yourself if your workflow and processes are so unique that it is unlikely you will find a vendor with what you need right out-of-the-box. If you believe that you indeed have unique requirements. Then you will be looking at the more expensive vendors (with the hidden prices).
2) If you don’t have a sky-high budget, then you will need to eliminate all those vendors with hidden pricing, or asterisks next to their pricing options. You can also eliminate any vendors that are priced out of your budget.
3) Next you will need to make a list of the major features you need without getting into the minutiae. This will include things like, time-tracking, live chat, a mobile app, task management, client portal, knowledge base, etc. This high-level list provides an quick way to eliminate vendors without having to take too long researching them since it will be clearly visible on their websites.
4) At this point, you should be left with a short list of vendors that you will need to do a more in-depth evaluation on. Sign up for their free trials (if they don’t offer this, you can drop them off your list), and start testing them to see if they have the flexibility you require.
5) An easy way to quickly evaluate the flexibility of a given solution is to look through the “Administration” options inside the app. Here you should be easily able to see what they allow you to configure. These include the ticket types, workflows, automations, customer-facing apps and more.
We think OneDesk will do well in such an evaluation, and would love for you to sign up and try it out. If you have questions reach out to us and we will get you the answers you need.