Key Takeaways:
- Whether it’s addressing employee IT needs or interacting with consumers to help fix service-related concerns, most organisations eventually require a mechanism to handle those interactions. Help desk software is one of the greatest ways to accomplish that.
- A tool for managing, organising, and responding to service-related inquiries is help desk software.
Businesses use help desk software as a tool to handle support issues and client queries. It helps businesses keep track of client issues, assign tasks to team members, and guarantee that client questions are addressed professionally and swiftly. Typical functions of help desk software include knowledge base management, reporting, analytics, and ticket management. Help desk software is used by companies of all kinds, from little startups to huge conglomerates. It may be used by businesses of all sizes to increase customer satisfaction and streamline customer support procedures.
What are the types of help desk software?
Cloud-based: Cloud-based help desk software can be accessible online and is hosted by the software supplier. It offers automatic backups and upgrades, as well as simple scaling.
Self-hosted: Installed on a business’s own servers, self-hosted help desk software gives an organisation greater control over its data and security. But compared to cloud-based solutions, it can be less versatile and requires more upkeep.
Open source: Open-source help desk software is available for free and can be tailored to meet the unique needs of enterprises. It does, however, require technical know-how and can be more challenging to set up.
Enterprise: Larger companies with more complicated needs, such numerous departments and teams, are the target market for enterprise help desk software. Advanced features like asset management and IT Infrastructure Library (ITIL) compliance are frequently included.
What are some of the best help desk software?
Zendesk
- Founded in Denmark in 2007, Zendesk employs more than 5,400 people and helps 160,000 businesses communicate with customers on a variety of platforms.
- With the help of Zendesk Support Suite, users may receive personalised support via chat, phone, social media, and email.
Zoho desk
- Over 50,000 businesses use Zoho Desk, the cloud-based service desk from Zoho Corporation, which is ideal for small, medium, and big businesses with a high frequency of client contacts.
- It provides live assistance, chat support, contract administration, ticket management for customer service, and reporting tools.
Freshdesk
- Freshworks’ online helpdesk software, Freshdesk, is a software as a service (SaaS) that offers live chat, ticketing, tagging, and automation features.
- Using its omnichannel capabilities, the platform converts requests from chat, email, phone, and social media channels into tickets.
LiveAgent
- The best support desk software for teamwork is LiveAgent.
- A help desk system called LiveAgent offers extensive automation and reporting capabilities along with omnichannel communication.
- In addition to 180 configurable help desk features (including an integrated contact centre), LiveAgent offers more than 200 third-party interfaces with applications like Alibaba and WordPress.
SysAid
- The help desk ticketing system SysAid is used to handle internal IT inquiries.
- To lower SLAs, they provide a variety of SLA management tools, such as workflow and ticket automation.
- Additionally, you may create a knowledge management self-service portal where staff members can take care of simple tasks like changing their passwords on their own.
- With a variety of preset forms and templates, you can get started immediately.
- Alternatively, you may design your own unique forms that are tailored to your team’s and organization’s needs.
Front
- Front is a customer operations platform that assists businesses seeking to increase group email collaboration productivity.
- In order to assess the effectiveness of the team and individual agents, it is made to monitor response metrics and gather customer insights.
- Support requests can be accessed through any channel, including shared inboxes for email, SMS, and live chat.
HubSpot Service Hub
- Service Hub is a cloud-based platform for customer support that assists businesses of all kinds in managing contacts, queries, and service interactions.
- Businesses may arrange customer data and track the status of conversations and funnels across all communication channels in real time by utilising Service Hub’s centralised CRM module.
Gorgias
- Gorgias is an e-commerce-focused help desk solution. Standard features like a knowledge base, live chat, and shared email are available with Gorgias.
- The integrations with Shopify, Magento, and BigCommerce serve as the primary point of differentiation from the other options on the list.
- Your staff may save a tonne of time and hassle by using those integrations to view order information, alter orders, and even process refunds straight from your help desk.
Kustomer
- Kustomer creates a special kind of solution by fusing project management and help desk software.
- Support across many channels is provided by Kustomer for social media, phone, chat, and email.
- Regarding project management, tasks can be created, assigned, and given due dates.
- Additionally, updating many systems at once and seeing a comprehensive picture of each customer allow you to save time and effort.
Spiceworks
- Another tool that might assist you in creating an IT support desk is Spiceworks.
- With it, you may set up a self-service portal to enable individuals to find answers and solutions on their own, as well as simply organise and monitor interactions.
- To give your IT staff more time, you can also automate a lot of manual operations.
- You can build unique websites and user portals for each of your clients if your company offers IT services to a large number of them.
- The best part is that Spiceworks is totally free.