Help Desk Software is the common name for systems and applications used to respond to customers’ questions and technical inquiries. Help desk software helps support team track and address issues in reasonable time, but also record customer conversations, messages, transactions, and other information that could be relevant in future. Show moreThe best help desk systems act as centralized portals for inquiries coming from all communication channels, including your email addresses, phone numbers, live chat programs, and social networks. Some of them even include metrics and insights that help you evaluate customers’ and agents’ performance. We suggest you to check our current help desk leader Zendesk, but also other popular solutions listed in this category.Show less
Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.
An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.
A cloud-hosted customer service platform designed to allow faster, smarter case resolution. By providing a 360-degree view of each customer, this IT asset management solution enables businesses to quickly resolve issues, thereby driving better user experience and higher customer satisfaction.
A leading live chat software founded on the principles of simplicity. Powerful on top of being intuitive, it centralizes communications by keeping messages in a single inbox, to ensure that customer service agents can give attention to high priority requests. This also lets them pick up where their colleagues left off to narrow down tickets.
Free, all-in-one help desk software solution that provides you with the tools you need for customer and business support. As a complete customer support solution, Wix Answers lets you create your own help center for managing tickets from multiple channels and facilitating communication with customers. Customization options also let you put your own branding on your help center.
Freshservice allows IT admins to effectively track and manage the assets owned by their organizations. The platform offers a powerful ticketing system and knowledge base, as well as features for vendor management and incident management. A built-in self-service portal also lets end users submit tickets and browse knowledge base articles.
Atera brings the entire IT business together by its unique combination of RMM, remote control, and PSA in one system. This innovative network management solution is capable of remotely monitoring an unlimited number of servers and workstations, as well as powerful ticketing and customer satisfaction surveying and billing and invoicing.
Online customer service, support, and help desk solution native to the HubSpot suite. The software has a built-in conversations feature that helps boost customer engagement by adding context to customer communication. A universal inbox also collects messages from multiple channels, helping teams collaborate and provide better customer support.
Combining the functionalities of help desk and management tools, SysAid won our Expert's Choice Award. It is a feature-rich, easily configurable, and highly scalable help desk solution targeted at large businesses. It supports iOS and Android-based mobile devices, making the platform accessible to users anytime, anywhere.
Cloud-based customer service help desk ticketing software that features shared inboxes, knowledge base, and chat for seamless collaboration and faster issue resolution. The end results are better customer experience and greater customer satisfaction.
Paldesk is an omnichannel communication platform developed to enable businesses to truly reply in real time. The platform combines the features of live chat and help desk tools, allowing agents to connect to customers on different channels using just one hub. And since the software is web-based, agents can resolve tickets and provide support even from mobile devices.
Velaro is a web-based live chat solution that lets you improve your communication with your customers and visitors in a matter of seconds. The software gives you an accurate picture of how visitors interact with your website, so support agents can have additional context for conversations with customers. Features such as tiered chat routing also ensure that agents' skills are maximized.
TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Designed for B2B users, the platform offers customer self-service portals, ticket management, ticket automation, and live chat, among others. Collaborative tools also allow team members to efficiently work together to resolve customer issues.
A cloud-based comprehensive call center software that aims to help boost agent productivity. It comes with simple yet intuitive outbound and inbound tools as well as robust features for telecommunication services, agent activity monitoring, real-time statistics, project management, and database management.
Cayzu is a cloud-based help desk platform with a smart ticket system and robust customer support tools. The platform helps you track tickets and conversations, allowing you to manage support inquiries from one cloud-based portal. Automated rules and workflows also organize your support ticket queue, so you can provide faster, more efficient customer service.
A robust help desk application designed to help users track support tickets and emails in the most efficient way possible. The platform uses machine learning technology to streamline support request monitoring and automate repetitive back-office tasks. A simple, clutter-free interface ensures easier navigation and improved productivity for customer support agents.
HelpOnClick offers a state-of-the-art live chat software that you can use to increase sales and customer satisfaction.
You may think that help desk tools are all the same in the market, but in reality, they are quite different from each other in terms of features, functionalities, and pricing methodologies. Read this buyer’s guide on the best Help Desk software platforms so you will have a better understanding of the list of issues you should consider before buying an online solution for your company, whether it is a big one or a small startup.
Consider beginning your search by signing up for several free trial plans or demo offered by popular help desk software providers. It will give you the advantage of testing all the key features of each software before you actually spend any money on it and if there are any problems you’ll know about them right away and you will understand what is help desk software better. The best thing to do is to try tools that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our help desk software reviews: Freshdesk reviews, Zendesk, Samanage, Zoho Support, ClickDesk, CRMdesk, LiveAgent, ManageEngine, Desk.com, Salesforce, Freshservice, and DeskRoll. For details on leading apps, read our comparison article on the top 10 help desk software.
Large businesses are in constant need of a smart and elegant help desk solution to improve customer relationships and to make the ‘legit’ status of their brands more reliable. It is thanks to these systems and their amazing features that enterprises connect psychologically with their end users, and get to know how they think and what they expect. In the meantime, they use them to streamline customer relationships, and categorize issues and queries the way every solid organization should. Consequently, they build a better reputation by saving instead of wasting money, and get to know all market sideways that can be used to maximize profit.
You can get info on other popular apps in this category and do informed comparisons by perusing our article on the top 15 help desk solutions.
Help desk software programs can be used to handle the complaints and issues of your external or internal customers. Some solutions in fact serve both, while other management platforms serve either external or internal customers.
External – This help desk software solution serves the end consumers of your company, whether they are individuals buying products or services from you, or another company that has business transactions with you. These software programs can help you with your general customer service problems as well as information technology-related concerns. Since the businesses, companies, and industries that need external help desk software platforms are very diverse, those buying this type of software program might prefer that the platform solution can perfectly integrate call center software systems, sales force automation, and marketing automation.
Internal – This type of software solution in general provides service to a company’s employees or internal customers. In many cases, the software solution supports the various information technology concerns of customers. But there are some cases when this type of help desk solution is given to human resource management for concerns regarding employee benefits.
Let us first start with the question: What is a help desk software solution?
Many people get confused by what help desk software actually is and what it’s used for. This is because help desk can be understood either a software management solution for your teams that provides service to employees or internal customers; or a software platform to help your company’s teams provide excellent service to your external customers (in short, those who buy goods or services from your company).
In both instances nevertheless, help desk software solutions help you store customer information (whether they are internal or external) in fully searchable databases that monitor your customer interaction and automate the entire resolution process with the help of a ticketing system. In its basic level, the primary role of help desk software is to improve your capability to organize customer data and increase the effectiveness of your business.
In addition to this main function, help desk software platforms offer a number of these features, if not all:
Self-service – Your customers, whether they are internal or external, can use the solution’s portals themselves to look for solutions. In short, they do not always have to contact a representative every time they encounter a problem or issue with the task they have at hand. For example, a lot of help desk management software solutions these days offer self-service features such as documentation of the services or products your company offers, user-friendly how-to pages, downloadable patches, community forums, and instructional and searchable FAQs, among other helpful resources. If your customers are unable to find the right solutions from these self-service features, the help desk software solution usually allows them to write their concerns and send a ticket.
Knowledge management system – Knowledge management system refers to a hub of information as well as descriptions of the most common problems or issues in your product or service or even the previous concerns that have been resolved. This information hub can be available publicly, such as a self-service site that your customers can visit. Alternatively, the repository can also be intended for internal use only by your technicians or customer service representatives. Many knowledge management systems offered by help desk software solutions have advanced search tools to help the users, whether your employees, team members, or your customers, in finding solutions or the right answers to any question or concern. There are some software platforms that even autosuggest queries or articles as a user types.
Asset management system/IT network management system – A good help desk software system also offers outstanding asset management functionalities that can monitor changes to your software and even hardware configurations. On the other hand, network management solutions can evaluate the health of your computer servers or other network components you are using. These functionalities may be offered by the help desk software vendor through integrations using information technology service management tools.
Reporting – Some help desk software solutions have reporting capacities that can overall monitor your agent productivity and service desk performance. In most cases, performance metrics usually include the overall number of open tickets; average time of resolving complaints; satisfaction of your customers; ticket resolutions that can be sorted out based on shift, date, or agent; among others.
Support with the help of a tablet or a smartphone – In today’s market, a good number of help desk software solutions do come with smartphone, tablet, and web application versions of their platforms. In short, any customer or employee who wishes to access the help desk software’s features can use a smartphone, tablet, or go on the Internet to use the knowledge base, provide or read customer data, send out or receive tickets, check out reports, and utilize other features anytime, anywhere.
Service level agreement (SLA) – Many vendors in the market offer SLAs that can be immediately guaranteed to customers, plus other service guarantees. This feature will enable, for instance, your support desk team employees to conduct immediate and automatic escalations, prioritization triggers, as well as other customized rules to make sure that the tickets your company has been receiving are managed in compliance and given topmost priority with SLAs.
Remote control – This functionality enables your organization’s technicians to manage, access, and control a customer’s computer from a remote point, giving a remote diagnosis, and resolving any issue or complaint with little customer involvement.
Security – Most help desk solutions offer robust security features to ensure that information within the system is adequately protected. Industry-leading help desk platforms often come with enterprise-grade security features, including custom SSL certificates and access restriction at the IP and network level. Some help desk applications will also offer SSO features, allowing users to use one set of credentials for multiple applications. These are all handy security features to have in help desk software.
ITIL adherence – In some cases, you’ll find that some help desk software solutions stand out by adhering to the Information Technology Infrastructure Library (ITIL) framework. Used mainly by IT management companies, ITIL outlines best practices for IT service management. Having help desk software that adheres to this framework can be beneficial for businesses that oversee data centers and large corporations that work with SLAs.
Integrations – Integrations between help desk solutions and other business software ensure the seamless sharing of information between these systems. Therefore, many help desk solutions offer built-in integrations with CRM applications, issue-tracking systems, and project management tools. This ensures that everyone in the company is on the same page, which improves collaboration, especially for customer-facing teams.
The best Help Desk software solutions will enable companies like yours, whether it is big or small, to easily evaluate information technology crises. In addition, businesses can boost their efficiency by managing information technology-related concerns better. So, what does it all mean? It means you will have more savings for your company since you will be using tools such as automation, self-service and other workflow efficiency features.
When implemented correctly, these help desk software platforms can boost the operations of your company or organization in five key ways:
Social media integration is becoming popular
Surveys show that a good number of social media users send customer support requests through Facebook, Twitter, and other social networks. Therefore, companies need apps to process issues and requests received through these channels. Vendors such as Zendesk and Desk.com offer solutions that integrate with social channels to prioritize and route customer service requests.
Gamification Motivates Agents
Customer service and IT jobs are taxing and difficult positions. To help keep up the interest and motivation levels of agents, companies are using gamification. A firm named Badgeville offers rewards such as redeemable points to boost the productivity of its ticketing agents. Employees get motivated to perform better when they see their scores improving and they move up higher on leaderboards.
Chatbots Support Efficient Help Desk Functions
More help desk software providers are starting to offer chatbots, which can help in categorizing tickets, providing self-service options, and routing tickets to the right agents automatically. This allows agents to focus on solving complicated issues. In most cases, these chatbots can also simplify workflows by handling process-driven answers and responding to commonly submitted queries. All these capabilities point to help desk software soon being able to boost productivity even further.
Proactive Customer Service
Aside from chatbots, artificial intelligence also has various implications on the future of help desk software. For instance, machine learning algorithms focused on customer data and service tickets can be used to anticipate customers’ needs and improve overall levels of customer service. With AI technology, you’ll be able to resolve issues even before customers become aware of them.
Lack of business knowledge: If you outsource your help desk to a third-party, make sure the vendor is capable of providing knowledgeable customer support. If the vendor’s agents are lacking in knowledge and expertise, it could seriously dent the customer satisfaction rating of your company. In that case, you are better off using in-house agents for customer support to provide knowledgeable responses to ensure customer satisfaction.
Lack of Agent Training: Employee turnover is high in call centers and help desks as agents may not be serious about the job and may look at it as a temporary vocation. To motivate agents to stay longer, companies should offer comprehensive training that can boost the capability and stability of the workforce. Make your agents more versatile and help them learn a wide range of skills to do their job better.
Ticket Miscommunication: This mostly occurs when a ticket doesn’t provide clear or sufficient information on the issue, resulting in the need for an agent to do a follow-up. In some cases, agents can also misunderstand the information on tickets, which may cause customer dissatisfaction and result in further delays in issue resolution.
Is it time for your business to start using help desk software? Here are some signs that you need to put your email-based support system to rest and move to a help desk solution.
You’ve lost track of issues in your email. Email inboxes can get cluttered, especially for support teams that receive close to hundreds of emails a day. Additionally, an email-based support system only causes confusion as agents don’t know who resolved which issues. The ticketing system of help desk software helps prevent these problems by letting agents access tickets easily and using a variety of tags to organize these tickets. This way, all issues get the attention they need and nothing falls through the cracks.
Issues take too long to be resolved. In most cases, the delay in issue resolution results from overworked support agents and inefficient tools. Searching spreadsheets and email inboxes often require too much time and effort. Help desk software cut down the time agents spend on finding relevant information as the software organizes and catalogs information relevant to each ticket. Everything is stored in one central location, helping agents access and resolve tickets more quickly.
You don’t know how efficient your support team is. A shared email inbox can only provide so much help in tracking how many issues your support team resolves in a day. With help desk solutions, tickets can be clearly assigned to individual agents and marked as resolved as needed. This increases accountability within your team and helps you identify potential delays in issue resolution. Many help desk software also have analytics and reporting tools that provide accurate numbers on metrics such as response times.
Help desk software solutions are highly versatile applications that can be used by various teams and different types of users. Here are some common applications of help desk solutions today:
IT management. IT professionals comprise a large sector of help desk software users. Through help desk software, IT teams can easily track and monitor issues that users encounter with the technology used by the company. For instance, these applications can support IT professionals in servicing hardware or software requests from other departments.
Software development. Help desk solutions are commonly used in software development settings as well. This is particularly true for bug tracking purposes, as end-users of applications can easily notify developers of issues they encounter. The software also helps developers monitor bug reports and unresolved issues.
Customer service. Help desk software is an indispensable tool for fast, effective customer service. The software provides customers with self-service options for resolving issues. Customers can submit tickets with relevant information on what they need, making it easier for agents to respond to these queries.
HR and recruitment. HR and recruitment teams often receive tons of requests involving interview schedules, training for employees, and additional information on salary and benefits. Help desk software can provide canned responses based on the information provided and route more complicated questions to the right team member for efficient resolution.
To select a suitable SaaS vendor you need to consider vital criteria such as privacy and security, support and service, and transparency.
Find out if the vendor can be trusted with data security and privacy. Do they have procedures in place to safeguard your confidential information and data? Find about the security procedures they use. This is an important element of a SaaS solution that cannot be over-emphasized.
It is essential that the vendor provides consistent support to resolve any problems quickly. Ask your potential vendors the following questions: Do they offer consulting and training services to help your staff members to utilize the system competently? Do they have an online support center that has helpful articles and training materials? What channels of support do they offer? Do they track concerns till they are resolved? Is customer satisfaction measured?
Does the SaaS vendor conduct their business in a transparent and open manner? You can find out by asking them for references you can contact. Talk to existing customers of the software to find out about the quality of service offered. Does the vendor make public the algorithms they employ in the program? Ask these queries to find a SaaS provider whom you can trust with your sensitive customer and business data.
The best help desk software is Zendesk. Zendesk offers a collection of apps that support agents in providing the best customer service and generating leads. The platform’s basic support suite includes modules for setting up a help desk and live chat, along with a knowledge base and a call center.
Zendesk’s Help Desk module can help agents track and prioritize customer support tickets, ensuring faster resolution. This help desk software is cloud-based, too, and it collects interactions with customers from all channels and puts the information into a single platform. This way, support agents have all the information they need to provide quick, useful responses to customer queries. Agents can also use the software to personalize replies to recurring inquiries, improving overall customer engagement.
Moreover, the software has an intuitive interface for both customers and service desk agents. Agents can view the ticket queue based on status, assignee, or group. Advanced features such as internal notes also let agents collaborate on complicated tickets and share information in privacy.
Lower manpower costs. The software provides self-service options that customers can use to proactively resolve the issues they encounter. Faster ticket turnover rates also reduce the need to expand support teams.
Easier ticket management. Help desk software allows support teams to categorize and prioritize tickets, which helps improve agent productivity. This is important especially for teams that receive a high volume of tickets and requests.
Improved transparency and accountability. The software improves transparency into service requests from ticket creation to issue resolution. By assigning specific agents to tickets, the software also ensures accountability.
Improved customer service. The faster your support team resolves issues, the better your business’ reputation becomes among customers. This encourages customer retention and promotes loyalty to your business as well.
More efficient knowledge sharing. The software accurately documents solutions to issues and collects the information in a central hub. This way, the information is easily accessible to anyone who needs it.
Self-service. Help desk software helps users look for solutions to issues by providing product documentation, how-to articles, and FAQs, among other resources. If these solutions are insufficient, users can also submit a ticket.
Knowledge management system. The software provides users with a hub of valuable information about issues and their corresponding solutions. This hub can be easily accessed by any employee and offers advanced search tools.
Security. Oftentimes, these tools offer robust security features to protect the information stored in the system. Enterprise-grade security features include custom SSL certificates, identity management, and IP and network restriction.
Integrations. Many help desk solutions seamlessly integrate with essential business software to facilitate more efficient information sharing. Some help desk solutions, for instance, can integrate with CRM software and project management tools.
Reporting. Help desk platforms often offer reporting capabilities to help you monitor agent productivity and support team performance. Metrics commonly tracked include open tickets and average times for issue resolution.
Help desk software is typically designed for ease of use for both customers and support agents. Here are some help desk solutions that have a user-friendly interface:
There are various help desk software that you can use completely free of charge. Here are some great examples of such help desk solutions:
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