The IT help desk has become a common, everyday service for people across the world. Whether someone is on the road, in the office, or at home, they can request IT help on-demand.

While some of these experiences leave a good impression, some are just okay, and some are downright disappointing. That’s why it’s critical to walk through how to choose the right 24/7 customer support solution.

Insights for choosing your help desk solution

It is important to have basic help desk knowledge when selecting your managed IT service provider. Insights into budgeting and logistics can help you mix and match options to find the customer support solution that fits your business hand in glove.


Find out if you’re overspending on IT. Some help desks charge by the agent per month. Other providers offer extra support features and a set number of agents in fixed tiers.

calculate the budget
The best service providers offer scalability in pricing because they’ve already established the team and system needed to serve many companies with help desks. Their costs are lower than the average business when they add more agents.


Incorporating the best help desk procedures and features can make your customer support run smoothly, including:

  • Ticket management: Some help desks use live agents to generate tickets, while others automatically convert an email or social media message into a ticket. A quality provider will pair predictive intelligence with human expertise.
  • Reporting and analytics: It’s key to monitor details like the number of tickets assigned, the length of the average call, and customer satisfaction rating per agent.
  • Multi-channel support: Your support should connect across channels like emails, calls and live chat to increase accessibility for customers.
  • Service level agreements: Agents need to know what level of service to provide their customers, so the help desk should automatically apply the agreement to each ticket.
best help desk procedures and features

Get started with Agio

If your company is seeking more help desk knowledge, we’re here to help. If you want to provide 24/7/365 customer support but your organization doesn’t want to tackle it alone, we would love to partner with you through our Global Service Desk solution.

Check out our whitepaper to read more about the Global Service Desk. Questions? Shoot us a message on our contact form or chat with a helpful team member at 877.780.2446.

See also  Not Bundling XDR & Managed IT, Leaves Room for Vulnerabilities