40-Point Helpdesk Evaluation Checklist
Score helpdesk vendors on integration performance, mobile reliability, deflection rates, and total cost. Surface gaps demos hide before you sign.
Scoring Framework
Rate each question 1 to 5, where 1 indicates a major problem, 3 is acceptable, and 5 is excellent. Multiply each by its category weight for final scores. Vendors that consistently score below the midpoint tend to create adoption problems within the first six months, usually because gaps in integration, mobile, or cost transparency compound over a contract year.
Evaluation Criteria
Integration Performance and API Reliability
25% weightHow well the system handles real-world integration loads without breaking Salesforce sync, bulk operations, or third-party connections during peak usage.
Sample Questions
- What's the API rate limit for your Salesforce sync at our actual ticket volume, and what happens when you hit it?
- How long does it take to bulk-reassign a couple of thousand tickets from a departing agent?
- Can you demonstrate field mapping between our Salesforce custom objects and your ticket fields?
- How many custom fields can a ticket carry before load time degrades noticeably?
- How does system performance change during bulk data imports or exports?
Mobile and Remote Work Capability
20% weightWhether field agents and remote workers can actually complete essential workflows offline on mobile devices, without WiFi or performance problems.
Sample Questions
- Can mobile agents update custom fields, attach photos, and reassign tickets while completely offline?
- How many taps does it take to escalate a P1 ticket to management on mobile?
- How long does offline data sync take when mobile agents reconnect to WiFi?
- Can mobile users access knowledge base articles and customer history without a network connection?
- Which mobile workflows are unavailable compared to desktop functionality?
Knowledge Base and Ticket Deflection
20% weightActual measurable deflection rates from customer self-service, search relevance quality, and knowledge base usability that prevents unnecessary ticket creation.
Sample Questions
- What share of knowledge base searches result in customers not creating tickets?
- How long does it take customers to find password reset instructions without using search?
- Can you show deflection analytics from a customer comparable in size and industry to ours?
- What's the average time from knowledge base article publish to customer visibility?
- How do you measure and improve search result relevance over time?
Total Cost of Ownership and Pricing Transparency
15% weightComplete first-year costs including all licensing tiers, implementation services, data migration, training, and required add-ons, with no post-contract surprises.
Sample Questions
- What's the all-in first-year cost for our team size, including implementation and training?
- Which features shown in the demo require higher pricing tiers or additional licenses?
- What does data migration from our current system cost, and what's included?
- Are there usage-based charges for API calls, storage, or phone support minutes?
- What's the annual price increase percentage over the past three years?
Data Security and Vendor Lock-In Prevention
10% weightData export capabilities, audit trail completeness, compliance certifications, and the ability to migrate away without losing historical information.
Sample Questions
- How do we export all tickets, attachments, and knowledge base content if we leave?
- Can you show the audit log detail for a ticket with multiple priority and assignment changes?
- What compliance certifications do you maintain (SOC 2 Type II, GDPR, HIPAA)?
- How long is customer data retained after contract termination?
- What's included in your standard data export versus premium export services?
Implementation Timeline and Support Quality
10% weightRealistic implementation timelines with weekly milestones, professional services quality, training effectiveness, and ongoing support responsiveness for technical issues.
Sample Questions
- What's the detailed week-by-week implementation timeline with specific milestones?
- Can you provide references from customers who completed implementation within the quoted timeline?
- What's your average support response time for technical issues during business hours?
- How many hours of training are included, and what topics are covered?
- What happens if implementation runs over the quoted timeline and budget?
Get the Helpdesk / Support Platform evaluation framework
Scoring criteria, weight benchmarks, and sample questions for your vendor evaluation, sent to your inbox.
No spam. Unsubscribe anytime.
Get a complete RFP with these criteria built in, plus requirements, vendor questionnaire, and professional formatting.
Related Resources
Buying Something Else Too?
Customer Support BPO
Generate Your Evaluation with AI
Get a complete RFP with these criteria built in, plus requirements, vendor questionnaire, and professional formatting.