{"id":23098,"date":"2022-10-12T16:05:37","date_gmt":"2022-10-12T14:05:37","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=23098"},"modified":"2026-07-28T18:49:16","modified_gmt":"2026-07-28T16:49:16","slug":"helpdesk-software-integrated-business-communication","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/helpdesk-software-integrated-business-communication\/","title":{"rendered":"Why Integrate Helpdesk Software with Your Communication System?"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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fill=\"#ff7a45\" opacity=\"0.85\"\/><\/svg><span style=\"font-weight:700;font-size:16px;color:#1a1a2e;letter-spacing:-0.2px;\">Summarize this article with AI<\/span><\/div>\n<div style=\"font-size:13.5px;color:#5b5b6e;margin:0 0 16px;padding-left:8px;line-height:1.5;\">Pick an AI: opens a chat with the summary ready to go \u2014 you just hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p><span style=\"font-weight: 400;\">As customers, whenever we have a problem or doubt regarding a product or service we expect our request to be attended to in the shortest possible time. However, this is something that companies cannot always ensure for several reasons. This is why<\/span><b> tools like Helpdesk software<\/b><span style=\"font-weight: 400;\">, that allow us to carry out a correct management of support tickets, can be of great help.<\/span> <span style=\"font-weight: 400;\">In addition to a good management of any problem, these systems have great advantages that allow us to offer <\/span><b>a good remote support service<\/b><span style=\"font-weight: 400;\">, like the possibility of connecting to other systems to ensure the efficiency of the process.<\/span> <span style=\"font-weight: 400;\">In this sense, a Helpdesk software<\/span><b> is very important to offer fast and quality customer service,<\/b><span style=\"font-weight: 400;\"> but so is a communication system. And it is precisely the union of these tools that can help us to achieve this. However, this is not the only reason why you should integrate these systems. Read on!<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">What is a Helpdesk software?<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">This software, also known as a support ticket management system, is a <\/span><a href=\"https:\/\/fonvirtual.com\/en\/blog\/tips-remote-technical-support\/\"><span style=\"font-weight: 400;\">remote technical support <\/span><\/a><span style=\"font-weight: 400;\">tool that allows us to keep track of customer incidents and requests through the <\/span><b>automatic creation of tickets<\/b><span style=\"font-weight: 400;\">. The objective is, therefore, to organize and know in depth the customer&#8217;s requests in order to offer them more complete solutions.<\/span> <span style=\"font-weight: 400;\">The <\/span><b>main feature of these systems<\/b><span style=\"font-weight: 400;\"> is that they centralize customer information on a single platform that can be accessed by all employees from anywhere and with any device.<\/span> <span style=\"font-weight: 400;\">Its use in the company helps to <\/span><b>reinforce its brand image,<\/b><span style=\"font-weight: 400;\"> as well as to increase efficiency and offer a better customer experience.<\/span> <img loading=\"lazy\" decoding=\"async\" class=\"wp-image-23099 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2022\/10\/software-helpdesk-300x200.jpg\" alt=\"software-helpdesk\" width=\"419\" height=\"279\" \/> <\/p>\n<h2><span style=\"font-weight: 400;\">Advantages of having a Helpdesk software integrated with your business communications<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">As we said at the beginning, one of the great advantages of a ticket management system is that <\/span><b>it can be integrated with other virtual tools of the company, including communication tools.<\/b><span style=\"font-weight: 400;\"> When both systems are connected, the benefits that each one has separately are enhanced, but, in addition, new ones are obtained:<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Increased productivity<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/fonvirtual.com\/en\/crm-cti-integration\/\"><span style=\"font-weight: 400;\">Helpdesk software integrated with your communications<\/span><\/a><span style=\"font-weight: 400;\"> offers us functionalities such as the automatic creation of tickets in case users contact your company for the first time, or if there has already been a previous contact, the previous one is opened immediately when the interaction takes place. In addition, it allows us to register any modification in real time without having to leave the conversation, or even to contact customers in a single click from the Helpdesk itself.<\/span> <span style=\"font-weight: 400;\">These elements favor the improvement of productivity, both for the company in general and for the employees, since <\/span><b>they will not have to waste time continuously switching from one platform to another<\/b><span style=\"font-weight: 400;\"> to correctly manage an incident and they will be able to use it for other tasks of greater added value.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Multi-channel support<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">In customer support, <\/span><b>it is key to offer different voice, chat and video channels <\/b><span style=\"font-weight: 400;\">to give users the possibility to choose the one that best suits their needs at any given time. However, this also implies that we must organize these contacts properly.<\/span> <span style=\"font-weight: 400;\">In this sense, it is necessary to<\/span><b> record the history of all interactions with the customer in their ticket <\/b><span style=\"font-weight: 400;\">so that, regardless of the channel through which they occur at any time, we can track their request and adapt to their needs in each case.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Easy access to information<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">One of the main problems of support teams that do not have an integrated <\/span><a href=\"https:\/\/fonvirtual.com\/en\/crm-cti-integration\/zendesk\/\"><span style=\"font-weight: 400;\">ticket management system<\/span><\/a><span style=\"font-weight: 400;\"> and communications is that <\/span><b>the information is out of date <\/b><span style=\"font-weight: 400;\">because he or another colleague has forgotten to update it at the end of the interaction.\u00a0<\/span> <span style=\"font-weight: 400;\">In this sense, the fact that both the modifications and the history of the interactions are <\/span><b>reflected in real time in the customer&#8217;s ticket<\/b><span style=\"font-weight: 400;\"> provides a solution to this problem. This gives employees the confidence of viewing reliable and up-to-date data.<\/span> <span style=\"font-weight: 400;\">In addition, if the agent handling the request still has questions, <\/span><b>he or she can consult another team member<\/b><span style=\"font-weight: 400;\"> via the internal corporate chat, voice call or video call. All from the same interface, either from the communication system or from the Helpdesk itself.<\/span> <span style=\"font-weight: 400;\">On the other hand, in some cases, such as when employees are moving, they also find that <\/span><b>they cannot access it from different devices <\/b><span style=\"font-weight: 400;\">because their systems are not ubiquitous.\u00a0<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Better user experience<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">The fact that employees can manage support tickets more efficiently <\/span><b>helps us to adapt to customer needs and, therefore, to also increase customer satisfaction. <\/b><span style=\"font-weight: 400;\">This will allow us to improve our results and contribute to customer loyalty by encouraging them to repeat their experience with us.<\/span> <span style=\"font-weight: 400;\">As we have seen, the joint use of these tools allows us to <\/span><b>optimize our resources<\/b><span style=\"font-weight: 400;\"> so that the attention we offer to our customers is adequate. At Fonvirtual we perform the integration of your Helpdesk software <\/span><a href=\"https:\/\/fonvirtual.com\/en\/\"><span style=\"font-weight: 400;\">with our communications solution<\/span><\/a><span style=\"font-weight: 400;\"> so you can take full advantage of all the benefits that we have detailed throughout this article.\u00a0<\/span> <span style=\"font-weight: 400;\">If you want more information, do not hesitate to <\/span><a href=\"https:\/\/fonvirtual.com\/en\/contact\/\"><span style=\"font-weight: 400;\">contact us<\/span><\/a><span style=\"font-weight: 400;\">. 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