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Key Reasons Why You Should Shift To a Help Desk Solution

If you are a start-up or a small-size business that still uses excel files to manage multiple things, and can’t put your finger as to how you can speed things up, you should consider and implement a help desk solution. These seemingly small systems were designed to be simple and efficient in all kinds of scenarios.

And the best part of all of this is that you don’t need to spend a small fortune to use them. That’s right, today we will discuss what are the key benefits of using a help desk solution, how you can migrate to one, and finally, what vendors offer favorable transition plans. So, let’s not meddle with the introductions and dive into the article itself.

Benefits of a Help Desk System

Now for those of you who are unaware, a help desk system is a piece of software that your company can use to both improve customer service and speed-up things. Help desk systems were specifically designed to assist you with serving more customers and performing more operations at a time, all while maintaining the same level of service quality.

Outside of speeding things up, they are excellent at off-loading work from your agents. Whether it is ticket routing or sending automated answers to common problems, help desk systems were made for such work. Yet, not all help desk tools are made equally as some vendors offer much more than automations and routing.

Things such as a robust social media component and phone functionality are considered to be ubiquitous within the space. However, the way these features are implemented can vary drastically. Some tools come with an AI system, others with a built-in marketplace. Thus, depending on the system, the number of benefits you can get from a tool can differ.

Yet, despite unique functions and custom functionality, by picking a help desk system you can rest assured knowing that you will absolutely be in an advantage with it on your side.

Vendors that Offer Discounts

Now some of you might reason that help desk solutions are super expensive and in today’s economy, this isn’t really feasible. However, that is not entirely the case, you see, a good majority of popular help desk vendors offer substantial migration discounts, especially today when COVID-19 disrupted a ton of businesses. Thus, we searched the web and found a bunch of good help desk systems that offer nice discounts. And we recommend you to implement a help desk solution from this list for starters:

1. Gorgias. Due to the COVID-19 pandemic, the company is offering six months of free access to the system. All you have to do is head over to their website and submit your candidacy using the online form.Gorgias helpdesk
Source
2. Help Scout. Similarly to Gorgias, Help Scout also offers up to 90 days of free access to its system. And if you are working in the hospitality and travel sector, you can leverage even more benefits. To start the trial, all you have to do is sign up and you are good to go.Help Scout help desk Source
3. Zendesk. This tool is viewed by many as one of the best out there and just like the two previous entries, Zendesk also offers a free six-month entry bundle. The platform is packed with all kinds of functions but the best part of it all is that system is very polished.Zendesk ticket view Source
4. SysAid. SysAid offers free access to some of its systems, including TeamViewer and their Help Desk modules. Both extremely functional and very helpful. To sign up, just visit their website and click on the Trial button. Sysaid ticket Source

These are just a few as we are positive that you can find more offers online. The more you ask the more likely you will be able to land on a juicy deal.

How to Migrate to a Help Desk?

If you have been using Excel or Google Spreadsheets as your main managing system, the process is super easy and fast. However, before we start, we do like to note that this isn’t a free option. You will have to pay a fixed amount for every record transferred to the platform. There are no fees for the work but there is one for the transaction, something you should keep in mind.

CSV

All you have to do is head over to the migration page. To start the process, pick the source platform, in our case that would be either a CSV/XML file or Google Spreadsheets, pick the desired platform, and hit next.
To show the process of migration

This will take you to a window where you’ll have to provide credentials to the platform of your choice. Why are credentials necessary? You see, for our system to work correctly, it needs access to your account to establish a “bridge” on which data will travel. With your credentials, the “borders” will be closed and there’s nothing we can do to get around it.

To show the process of migration

After you’ve provided the necessary credentials, you will see a data mapping screen, where you will have to select the objects for data migration, and, as the name suggests, you will be able to map your stuff to the corresponding fields.

csv selecting objects

To show mapping

After you are done doing so, the tool will perform a demo migration phase. The idea behind this step is safety. Essentially, a small chunk of your stuff will be copied and moved to the source platform in order to ensure that everything goes well, to see if there are any errors and whatnot.

csv demo results

Once the system successfully transfers your stuff, it will ask you to perform a full migration. And that’s pretty much it, the rest is up to you.

Outlook

To begin with migration, select Outlook as your source platform. Log into your account and allow the HDM service to access your data. The system will connect automatically.

To show the process of migration

Then click ‘Continue’, pick a target platform of your choice, and provide the necessary credentials for it. Don’t worry, everything is highly confidential. It's important to connect two systems to our service to make a transition possible.

To show the process of migration

After the credentials you provided were confirmed, you will see a data mapping screen, with the names of entities that can be migrated and how they will appear on the target platform. Select the records you want to transfer and press ‘Map fields’. The name is pretty self-explanatory – you will have to connect specific fields to each other or in other words ‘map’ them.

To ensure that you can easily locate all of your data on the target platform, these fields have to mirror each other in their names. Note, that during the mapping stage in Migration Wizard, all the tickets will be shown in the Closed status. Learn more about the peculiarities of the migration from Outlook on our blog.

To show the process of migration
To show the process of migration

Each platform has its peculiarities that you should take into consideration before the migration to avoid any surprises or confusion afterwards. This is how Outlook data will move to a help desk:

  • Emails will become Tickets
  • Contacts will become Customers
  • The account owner(user) will become an Agent
  • Attachments in emails will become Ticket Attachments
  • Email replies will become Public Notes
  • Inline Images will migrate in Ticket Attachments

Right after you finish the mapping process, a new step with demo migration will open. This trial is made specifically to prevent any possible issues from happening after the Full Data Migration. During the demo, 20 random emails will be taken from Outlook and transferred to a target platform. After only five minutes, you will be able to see how things will look after the actual migration. If you notice something out of place, contact us, while there’s still a place for corrections.

outlook demo results

In case you’re completely satisfied with the results, initiate Full Data Migration, the rest is up to you.

Gmail

Start from selecting the source platform, in our case Gmail, from the list of options. Log into your mailing account and allow HDM Service to access your data.

migration from gmail

After you press ‘Continue’, a new landing will open. Choose the target platform you want to migrate your entities to. The system will ask you to provide the necessary credentials to establish a connection to our service. Only after the credentials are verified, you will be able to proceed further.

migration from gmail

The next step is data mapping. Pay attention to how the names of records will transform in a new help desk. Select all the entities you want to migrate and press ‘Map fields’. During this step connect the corresponding fields to each other. It will ensure that you can easily locate your data from Gmail in the target platform.

migration from gmail
migration from gmail

Because you’re migrating from the mailing service to the actual help desk the data might look different there. Note these essential peculiarities:

  • Emails become Tickets
  • Recipients and senders become Contacts
  • Account owner becomes an Agent
  • Attachments in emails migrate as Ticket Attachments
  • Email replies migrate as Public Notes
  • Inline Images migrate as Attachments
  • Labels become Tags

More information about the features of exporting emails from Gmail can be found on our website.
After you successfully complete the mapping process, you can start a demo. Demo migration is essentially a trial version of the Full Data Migration. The process mirrors how things will go, but on a much smaller scale. By smaller scale, we mean that only 20 random tickets will migrate to a target platform. The number is intentionally small so you can check everything thoroughly.

gmail demo results

If you’re completely satisfied with the way the demo went, initiate Full Data Migration.

Let’s Get You Moving

If you are struggling with spreadsheets, don’t waste time. Move your data and implement a proper help desk solution. These tools are not only powerful but will allow you to scale and grow much more effectively. If you have a lot of data that you need to move, just drop us a message and our people will help you transfer all your valuable data to the platform of your choice but for now, that is all we have. Also, be sure to come back as we post helpful articles like this every single week.

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