10 Best Help Desk Software. Before we start writing about the 10 Best Help Desk Software, let’s learn about the HelpDesk Software in detail:
What is help desk software?
Customer service and IT teams utilize help desk software to provide services to workers and/or customers. Its primary goals are to assist service teams in methodically managing support requests, providing self-service choices, tracking and reporting performance, and, in the ideal world, much more.
The aims and operations of a help desk are specified by government and business best practices such as ITIL when it is employed by an IT team (Information Technology Infrastructure Library). When dealing with events, the purpose of ITIL, according to Mikkel Svane, CEO of Zendesk, is to “establish normal service operation as rapidly as feasible while minimizing the unfavorable effect on business activities.”
Simply put, help desk software is meant to provide you with the tools you need to make your clients feel heard. Here’s how it works in a nutshell:
⦁ Customers contact your company with queries and concerns via email, phone, text, online, chat, and social media.
⦁ For each issue, the system creates a ticket and, if relevant, ties it with the customer’s history.
⦁ Depending on the business regulations, tickets are assigned manually or automatically.
⦁ While working on tickets, agents may simply get assistance from other team members.
⦁ When the agent has resolved the issue, they notify the customer via their preferred method of contact.
⦁ Admins may set up procedures and assign agents to different degrees of responsibility.
⦁ You may measure customer satisfaction levels, corporate KPIs, and more using analytics.
Why use help desk software?
The main reason to use help desk software is that it allows you to stay on top of all the many methods to satisfy your clients’ demands. Communication methods are continuously evolving and upgrading, and you never know which channel your consumer base will switch to next. Using help desk software allows your customers to locate your support alternatives whenever they need help, regardless of their preferred platforms.
Furthermore, help desk software is an essential tool for getting the most out of your support staff. Using a help desk system may drastically reduce phone calls, allowing agents to focus on more difficult issues. Your customer support personnel will be able to manage tickets with more comfort and proficiency, enhancing customer retention and guaranteeing smooth operations throughout by putting their energy where it will have the greatest impact.
What’s the difference between technical assistance and a help desk?
On the surface, help desks and tech assistance appear to be the same thing. Both of them assist consumers in resolving issues with their product or service in order to keep them as customers. However, there is a significant distinction that separates the two, and it has to do with their goals.
In essence, the technical support staff is in charge of resolving the customer’s technical issue. The help desk, on the other hand, is the customer-facing point of contact that accepts the complaint, notifies the technical support staff, and assures a seamless and speedy resolution. For difficulties that don’t need the assistance of a tech specialist, the help desk can usually diagnose issues and direct consumers to solutions on their own. The tech support staff, on the other hand, is available to help with more complicated technological concerns.
The main goal of both teams is to resolve the problem. However, each has its own distinct aim. The aim of the IT team is to thoroughly and rapidly resolve problems utilizing their technical skills, but the purpose of the help desk is to guarantee that the entire experience — from submitting the request to issue resolution — is swift, stress-free, and successful.
What are the most important characteristics of support desk software?
Not all help desk software is made equal, and not all help desk software accomplishes the same goals. Nonetheless, for software to be regarded as a real help desk solution, it must include the following features:
Customer queries and complaints are handled in a systematic manner.
Through a ticketing system, help desk software manages client inquiries or issues and handles their intake, management, response, and resolution. This guarantees that the support agent and anybody else working on the problem can follow it until it’s resolved and offer progress updates along the way.
Support for multiple channels
Customer requests might come in the form of social media, phone calls, live chat, text messages, or email. With multi-channel assistance, you may select the channels that are most appropriate for your consumers.
competences for self-service
Knowledge bases and customer portals are the two most popular self-service solutions. Top help desk software combines the two, allowing support teams to put their institutional knowledge to work for the business through a consolidated interface for customers and internal staff.
Tracking and analytics
Managers may use analytics and tracking to learn more about their team’s performance, customer happiness, and other topics. Identifying client pain areas, may assist enhance the service operation and the business as a whole.
Apps, connections, and automation
Support agents tailor their work environment with help desk applications, integrations, and automation depending on their current tools and procedures. Agents may use these tools to automate ticket handling, streamline internal cooperation, and obtain contextual customer data, among other things.
What are the advantages of utilizing help desk software?
There are several advantages to enhancing your help desk support services. The manual labor that helps desks save by offering an alternate (centralized) destination for client tickets that would otherwise be disseminated over email chains and spreadsheets is the most basic—but also the most powerful—benefit.
Here are a few additional advantages of support desk software that you should be aware of:
Internal and external communication transparency
It’s difficult enough to serve hundreds (or thousands) of demanding consumers every day. It’s nearly difficult when you include crossed communication lines and walled consumer request information. Support desk software gathers requests from a variety of sources and converts them into tickets that can be tracked in a single common inbox. Agents can see the ticket history as well as who is taking what action with each ticket in real-time through the shared inbox.
Ticket routing that is contextually relevant
Finding the correct person to talk to about a given issue becomes increasingly challenging as your company expands. You may build up processes based on pre-filled ticket information using help desk IT support software to guarantee clients are connected with the proper agents. In addition, if the lead agent on a ticket needs assistance, they may use the support desk software to contact additional team members without confusing the consumer.
Continual progress and learning
Customer feedback is critical for every business, and help desk management software can assist you in gathering and sharing it across your organization. This information may then be used to improve service, product development, sales and marketing strategies, and more. Management choices concerning personnel, training, and standard operating procedures may all be aided by reporting and analytics.
10 Best Help Desk Software
Time-saving technologies like triggers and automation help Zendesk streamline customer support. Because it’s designed with both customers and service desk agents in mind, it’s support desk software that’s straightforward and simple to use.
Great customer service starts with the appropriate tools, and Zendesk has everything you need to create the greatest possible customer experience.
Responses that are quick and customized: To efficiently reply to frequent client queries, customer service desk personnel can design and distribute their own macros.
Views that are unique to you: Helpdesk agents may examine their queue sorted by ticket status, assignee, group, and other criteria using personalized views.
Marketplace for apps: With over 500 applications and integrations available in our Apps Marketplace, you can get even more out of your Zendesk products.
Support software for help desks: a win-win situation
Zendesk’s web-based IT help desk solution enables support teams to interact and exchange information on any issue that may emerge via private comments. It also shows live updates on who is looking at a ticket at any one time.
Assist others in assisting oneself
Combine your help desk software with a personalized help center, knowledge base, online community, and customer portal for greater self-service and faster response for customers and agents.
You can receive insight into what matters most using Zendesk’s reporting and analytics capabilities, from your team’s performance to your customers’ satisfaction scores.
Zendesk’s support desk software includes the following features:
⦁ Views that you create yourself
⦁ Options for self-service
⦁ Voice software that is integrated
⦁ Reporting and analytics
⦁ Messaging and live chat
⦁ Collaboration software
⦁ Integrations with APIs, SDKs, and apps
⦁ Routing that is automated
⦁ Individualized branding
⦁ Support across all channels
⦁ Support for several languages
HappyFox is a cloud-based IT help desk solution with a wide range of features for a wide range of industries and team sizes. It has all of the necessary help desk capabilities, such as smart automation, ticketing administration, extensive reporting, and more. However, as compared to Zendesk, HappyFox offers a limited number of app connectors.
Furthermore, because HappyFox does not provide a free plan or a free trial, you will have to pay to use the program. They have four different options, each requiring a minimum of five help desk personnel. Each plan’s feature set differs, as you might expect. The features included in their Enterprise Plan are shown below.
⦁ Automation based on smart rules
⦁ Webhooks, SDKs, and APIs
⦁ Macros for workflows
⦁ Website conversation in real-time
⦁ Reporting on a higher level
⦁ Unlimited shared inboxes Ticket routing, classification, and tagging
⦁ Customization of branding
⦁ Management of the knowledge base
⦁ Communication via several channels
- Help Scout
Help Scout, like HappyFox, is capable of supporting big customer support teams of 500 or more. Help Scout, on the other hand, caters to small businesses with no minimum number of users and a 14-day free trial. Help Scout has a strong reporting system, native knowledge bases, a powerful API, and a wide range of connectors.
The Standard and Plus subscriptions cost $20 and $35 per month, respectively, per user. In order to acquire a price for their Company plan, you’ll need to contact them. You may also be eligible for a considerable discount if your company is a startup or focuses on environmental sustainability or social impact.
⦁ Automation based on rules
⦁ Integrations and add-ons
⦁ Responses that are pre-written
⦁ Live chat on the website
⦁ Routing and prioritizing of tickets
⦁ Collaboration software
⦁ Branding that can be changed
⦁ Content management for a knowledge base
⦁ Support for multiple channels
- SolarWinds Service Desk
This IT service management system assists firms in standardizing service requests and processes, resulting in shorter ticket resolution times. SolarWinds Service Desk cost begins at $19 per feature per month, making it ideal for smaller teams that simply want the most basic features such as ticket management and a service portal. Anyone interested in giving it a try can do so for free for 30 days.
The incident management software enables you to manage tickets from any source, such a mobile app, a mobile service portal, a phone call, or a live chat. Furthermore, extensive automation makes processes like ticket generation, escalation, and routing a breeze.
⦁ Relationship diagrams
⦁ Change management is a term used to describe the process
⦁ Asset management for IT
⦁ Database program for configuration management (CMDB)
⦁ Knowledge base for the help desk
⦁ Procurement software
⦁ Automated customer service
⦁ Chat with the service desk Reporting from the service desk
⦁ Management of risks
- JIRA Service Management
Atlassian’s JIRA Service Management is a cloud-based internal IT help desk system for IT teams. Automation, self-service, incident management, conversational ticketing, and more features are included. You can connect to their native knowledge base, but you’ll require a separate Confluence membership.
With their free subscription, you may check out JIRA in a limited capacity, but you’re limited to three agents and ten users. Alternatively, you may sign up for a free 7-day trial of their Standard or Premium plans, both of which support up to 5000 agents.
⦁ Ticketing by conversation
⦁ Postmortems on incidents
⦁ Change management is a term used to describe the process
⦁ Metrics and reports
⦁ Management of SLAs
⦁ Asset administration
⦁ Automation that is intelligent
⦁ The base of knowledge (with Confluence subscription)
⦁ Management of incidents
⦁ Portal for self-service
- Salesforce Service Cloud
Salesforce Service Cloud is well worth a look for companies in need of powerful, enterprise-level technical support software. It uses AI-powered automation, 360-degree customer perspectives, and powerful service analytics to create a system that allows for outstanding service and continuous improvement.
However, if you’re already using other Salesforce tools, such as their CRM, it’s easier to get the most out of Salesforce Service Cloud, including the 360-degree customer perspective. Otherwise, you’ll have to create connectors or utilize the Salesforce API to get data from other applications.
⦁ Management of information
⦁ Automated workflows
⦁ APIs, SDKs, and Webhooks
⦁ Integrations with 3rd parties
⦁ Routing across all channels
⦁ Analytical support for operations
⦁ Asset administration
⦁ Remote access is possible.
⦁ Portal for self-help
⦁ Forums for customers
⦁ Automation of work processes
⦁ Management of call centers
SysAid is one of the best IT help desk software solutions available, designed to help IT workers work smarter, not harder. This platform has a strong emphasis on automation, with capabilities that allow you to manage as many tickets as possible without lifting a finger.
The basic SysAid Help Desk solution, which is available as a SaaS, on-premise, and as a mobile app, contains crucial features including self-service, automatic reporting, and ticket automation. ITSM and ITSM+, the more comprehensive business help desk software programs, include more capabilities including workflow automation and BI analytics. There is a 30-day free trial available, but if you want price information, you’ll need to contact them directly for a quotation.
⦁ LDAP integration with a dedicated customer success manager (Active Directory)
⦁ Package for ITIL
⦁ Custom fields with advanced functionality
⦁ Integrations with third parties
⦁ Automated tasks
⦁ Dashboard for measuring business value (in beta)
Vivantio is a help desk solution that was launched in 2003 and is best for small to mid-sized B2B organizations. Requesting a free trial necessitates providing extensive information about your company, such as the sorts of clients you service and the number of ticket types you handle. However, the platform provides a variety of subscriptions, ranging from the basic Value Plan, which costs 32 pounds per month per user, to the 102 pounds per month Visionary Plan, which includes business help desk software.
Simple SLAs branded self-service portals, and a mobile app is among the Value Plan’s necessities. Users may also gain popular features like knowledge management, Kanban calendar view kinds, and custom dashboards with the mid-level Vital Plan.
⦁ Hierarchies of tickets
⦁ The interface is easy to use
⦁ Support centers in the United States and the United Kingdom
⦁ Management of call centers
⦁ Feedback and surveys
⦁ Chat in real-time
⦁ Management of queues
⦁ Asset management for IT
⦁ Configuration of the workflow
- Zoho Desk
Zoho Desk is one of the major cloud support products on the market, with context-aware customer care helpdesk capabilities. Receive requests and answer to them across platforms without pausing your workflow, all while collecting essential consumer data on a single, simple platform.
The Zoho Desk free subscription provides basic capabilities including email ticketing, a private knowledge base, and a mobile app, and enables up to three agents. However, the $23/month per agent Professional Plan, which includes multi-department ticketing, round-robin ticket assignment, and automated time monitoring, is the most popular plan, with 50% of customers opting for it.
⦁ Service Level Agreements (SLAs) and escalation
⦁ Theme gallery for the help center
⦁ Knowledge base, both private and public
⦁ Customer satisfaction ratings
⦁ Dashboards and reports
⦁ Sharing a ticket
⦁ Reports that are scheduled
⦁ Customization of the support center
⦁ Artificial Intelligence (AI) – Zia
Freshdesk is a growing popularity among cloud-based IT help desk solutions, thanks to its quick implementation and no-code customization. AI-powered service management systems that provide data-based suggestions, a knowledge base, and multichannel communication assistance were all popular features.
Freshdesk is available for a free trial period of 21 days. Alternatively, if you’re a small business, the Growth Plan is available at $18 per month, invoiced monthly. Many of the top help desk technologies, such as workflow automation, a self-service portal, and incident management, are included with the Starter Plan. The $95 per month Enterprise subscription, on the other hand, also includes the AI-powered Freddy Agent Assist tool.
⦁ Analytics and reporting
⦁ Catalog of services for mobile apps
⦁ canned retorts
⦁ Workflows for approval
⦁ Management of the release
⦁ Dashboards for groups
⦁ Management of SLAs
⦁ Freddy AI-powered chatbot
What factors should you consider before selecting SaaS helpdesk software?
Customer (and agent) experiences are hampered by siloed technologies such as email inboxes and spreadsheets. The support staff has all the tools they need to give speedy, personal service with the proper help desk system.
While the best help desk software for your organization is determined by your clients and team, there are a few key factors to consider before making your decision.
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What should I look for in helpdesk software?
This should go without saying, but the help desk you pick should have capabilities that allow your staff to deliver assistance through your chosen channels. Look for a solution with a shared inbox if you typically give email assistance. Look for software that has a live chat feature if you primarily provide live chat.
What is the Zendesk help desk?
Zendesk Support is a lovely, straightforward system for monitoring, prioritizing, and resolving customer support tickets: Organize all of your customer data in one location. Everything is housed in one spot. You and your consumers communicate in a timely, relevant, and personal manner.
10 Best Help Desk Software, Overview-2022