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What are some tips for setting up and running an effective and efficient IT help desk?


Which help desk software would you recommend for this purpose?

ITCS user
77 Answers

author avatar

Running a successful IT help desk is not rocket science like most entrepreneurs think. All you need to do is keep certain tips and strategies in mind. Here are some strategies you can adopt today:

Make Knowledge Accessible to All: Knowledge is the best investment your business can make in this 21st century. Make sure all your internal employees, as well as external customers, have access to self-help articles, FAQs, video tutorials, and more.

Automate Your Workflow: We all know that manual and repetitive tasks can be a serious productivity killer. You must look to automate your workflow to save time and share quick responses. For instance, with the right tool, you can automatically route tickets to relevant agents, assist customers via chatbots, and keep everyone updated using automated alerts and notifications.

Invest in the Right IT Help Desk Software

Last but definitely not least, you must invest in feature-rich and affordable IT help desk software. Go for the one that offers incredible automation features, ticket management, self-service capabilities, chatbots, and helps you capture user feedback in real-time.

author avatar
Top 10Real User

Setting up and running the IT help desk you most probably think about their ability to receive and route tickets in an efficient way. You need to address the following things:

- How they get tickets (portal, calls, e-mail). Good solution would do it mostly automatically without involving help desk members into the process. Proper self-service would allow optimizing the number of tickets.

- How they route tickets to higher levels of support. Again, in many cases it's possible to route tickets automatically so humans mostly focus on exceptional cases.

- How they communicate with users and higher-level support, if it's convenient enough, if the communication is logged properly.

- How smoothly Help Desk integrated with Incident Management and Request Fulfillment processes.

- How Knowledge about resolved tickets is accumulated and shared.

- How to measure Help Desk performance.

To put it, in a nutshell, I'd recommend to look at ITSM Service Desk function holistically, as at the process (even though ITIL say it's a function) and consider typical people-processes-products-partners combination to ensure processes (SD and adjoining ones) are set accurately, properly automated and people are trained to follow them. Consider Help Desk outsourcing as major service providers have this capability in place and can provide Help Desk as an effective service already.

author avatar
Top 5Real User

Greetings, first of all what makes a good ticket system?

Responding to your doubts, for ticket management to work, there must be an internal user commitment, document all the required information, follow up and solve what is required as far as possible, on the contrary, with proper follow-up.

However, I recommend GLPI TICKET, which can help you and with statistics.

Here a video how it works has subtitles in Spanish but it is easy to configure.


I recommend installing it in centos.

I'm to order.

author avatar
Top 20Real User

Hi Rony,

Hope you are doing well!

Here are some tips for making sure your service desk is set up for success. Whether on-premises, outsourced or hybrid, these some operational methods can help keep your help desk relevant and aligned with business priorities:
1. Streamline the ticket process
2. Provide sufficient staffing
3. Train them to handle your company’s current needs
4. Develop a culture of helping within the help desk
5. Build a workflow that tracks issues end-to-end
6. Focus on new developments and trends
7. Add value addition in the existing process, remove repeated work and build 30% to 40% automation to reduce the operation cost and rework
8. Build virtual agent to auto resolved tickets and issue
9. Offload as many tasks as possible
10. Provide useful tips about computing best practices
11. Get feedback

Hope this helps with your question. Let us know if anything is required from our side. It would be our pleasure to help you.

author avatar
Top 5LeaderboardReal User

I consider only four main points:

1. Continuous training of staff on software and processes;
2. Don't forget about Knowledge Management;
3. Investing in automations; and
4. Have a good team responsible for the solution.

I think that with this, the software will be what best serve the corporation in financial terms.

My organization uses Clarity Service Management.

author avatar
Top 5Real User

There are lot of processes involved in the ITSM.  You need to check what type of functionality is required for your company like Incident management, change management, problem management , defect management.  If you are looking only for incident management then there are lot of software's available in the market based on your cost.  However, if you have plans to add further modules in future then i will recommend to go for complete ITSM suite like HPSM, Service now , JIRA etc., because these software's comes with various modules integrated.

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