UX of Help Desk Software

Nussi Einhorn
UX of Help Desk Software

Help desk software, like any tool, is a great help to business owners until they start receiving reports about problems and issues that appear to be spiraling out of controlโ€”all due to a bad UX.

Below, are just a couple of stories that show how help desk software with a poor UX, affects the workflow of the people who use them.


Robust features? No, thanks!

Kris signed up for your Helpdesk software. ๐Ÿ‘ฉโ€๐Ÿ’ป

It was extremely robust and had about 46 features!๐Ÿ˜ฎ

When she first set it up,

your onboarding system prompted her ๐Ÿ‘‰ to configure the majority of the features.

It was completely unnecessary ๐Ÿ˜“ because she only needed a couple of features.

So making her set up all these robust features, in the beginning, was UX overkill.

This does not come across as very friendly.๐Ÿ™…

We must be more mindful of our users' journeys

...in order to help them in setting up things the right way.


Too complex!

๐Ÿ‘ฉโ€๐Ÿ’ผ Sally was trying to configure a custom workflow for the help desk ticket system.

It appeared to become more complex as she navigated it. ๐Ÿ˜ฉ๐Ÿ˜ฉ

When she attempted to save the status workflow,

it disappeared and collapsed in the drop-down! ๐Ÿ˜จ

This would never have happened if the help desk software she was using had a good UX. ๐Ÿ‘Œ




This article aims to help developers and help desk software providers truly think about the UX design of the software they provide to people.

The good news is that help desk software issues, such as those mentioned in the short stories above, have simple solutions - and we can help!

What helpdesk software do you use? Is it user-friendly?

Feel free to reach out here for a UX audit with the link below:

UX Audit | Intent UX


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