40-Point Helpdesk Evaluation Checklist
Score helpdesk vendors on integration performance, mobile reliability, deflection rates, and total cost. Based on $2M+ in real implementations.
Scoring Framework
Rate each question 1-5 where 1 = major problem, 3 = acceptable, 5 = excellent. Multiply by weight percentage for final scores. Any vendor scoring below 3.5 overall will create adoption problems within 6 months.
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 periods.
Sample Questions
- What's the API rate limit for 10,000 tickets/month syncing to Salesforce and what happens when you hit it?
- How long does it take to bulk-reassign 2,000 tickets from a departing agent?
- Can you demonstrate field mapping between our Salesforce custom objects and your ticket fields?
- What's the maximum number of custom fields before ticket load time exceeds 3 seconds?
- 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 connectivity or performance problems.
Sample Questions
- Can mobile agents update custom fields, attach photos, and reassign tickets while completely offline?
- What's the exact tap count 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 network connection?
- What 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 percentage 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 similar to our size and industry?
- 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 without post-contract surprises.
Sample Questions
- What's the all-in first-year cost for 25 agents 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 3 years?
Data Security and Vendor Lock-in Prevention
10% weightData export capabilities, audit trail completeness, compliance certifications, and ability to migrate away from the vendor if needed 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 vs 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?
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