Best Help Desk Software

Why Need Help Desk Software?

Help desk software is an automated platform that allows managers to solve customer concerns by managing their tickets right from the receipt to the resolution of the problem. It comes power-packed with an impressive range of support features that promote seamless two-way collaboration between team members, managers, clients, and organizational stakeholders.

What are the Benefits of Help Desk Software?

Today’s business arena is highly customer-centric, with companies battling to capture the same target customers with limited resources and means. In such a scenario, utilizing the services of an efficient ticketing system can go a long way in keeping your customers happy with help desk software.

Many managers are still skeptical about switching traditional tools to IT ticketing systems. Your organization can instantly receive many advantages through investing in a good support ticket system. Here is a comprehensive list of some major reasons to use help desk ticketing software for your website:

1. Resolves Tickets Faster

One of the greatest benefits of help desk ticketing software is that it resolves customer issues and improves customer service speedily and agilely. Online customer support software solves tickets quickly by efficient collaboration with requisite agents, routing to in-house expertise, and direct access to product specifications. Customers do not have to wait in long telephonic queues or undergo any inconvenience for long periods, as help desk software categorizes tickets on priority and resolves all issues based on urgency in an extremely positive and productive manner.

2. Higher Accuracy

Often, organizational support representatives cannot solve customer queries accurately, leading to discomfort and dissatisfaction. One useful advantage of IT ticketing systems is that it increases the accuracy rate as in-house experts and specialized consultants help solve problems. The knowledge and expertise of experienced support representatives increase the speed and accuracy rate of complaint resolution, leaving clients highly satisfied through superior service levels.

3. Address Service Level Agreements

Help desk software is important for managers to handle service level agreements efficiently and correctly to keep customers happy. Ticketing systems enable team members to assign stringent rules to route various service level agreements to their respective workflows; thus, each SLA type, whether basic or premium, gets the best level of customer service.

4. Build a Knowledge Base

Help desk ticketing software ensures that your organization has a solid knowledge base as it handles many common customer concerns on a routine basis. Help desk management systems are amazing tools that classify, tag, and organize repetitive customer concerns to formulate an FAQ section. These frequently asked questions can help clients solve the common issue and avoid confusion in company policy, making customer support systems a must-have tool to form a knowledge repository.

5. Reporting and Optimization

Online customer support software platforms are revolutionary platforms that have advanced reporting capabilities. The best help desk software collects all pertinent information. It calculates important metrics such as ticket load on each service team, customer happiness levels, turnaround time, and resolution rate so that managers can get a bird’s eye view of the broader picture. Visual and user-friendly reporting modules help to give managers perspective and improve service quality levels.

6. Unified Data Repository

On-premise help desk software solutions maintain a unified and structured database of customer information managers can access to solve customer issues faster. A common single-user portal provides a single place for users to create tickets, view the status of pending complaints, and rectify closed-solved problems. The user portal can also relay essential information to customers, avoiding creating unnecessary tickets.

7. Improves Overall Workflow

IT ticketing systems boost operational efficiency and workflow management by prioritizing tickets for resolution based on the issue’s urgency. Ticket management software auto-assigns help desk tickets to help track real-time customer metrics and analyze in-depth reports, thus enhancing the quality of managerial decisions and ensuring the seamless flow of work processes.

Investing in a premium ticketing system is the key to guaranteed customer satisfaction. Any company can accrue many advantages by getting suitable help desk software for seamless query resolution.

What are the Common Features of Help Desk Software?

Listed below are some of the compelling features of efficient help desk software:

1. Performance Analysis and Management

The performance of employees depends on the accuracy and response time of their customer queries. Suppose they take too much time before answering queries or not providing all the necessary details. In that case, the management staff must make strict decisions and bring punctuality to the working ecosystem. Best help desk software encompasses numerous performance-centric metrics that help you measure the team’s performance.

2. Unified and Centralized Customer Database

There are incidents when the customer reopens a ticket due to unsolved queries or doubtful clarity of thought. Help desk software provides a unified and centralized database for all customers. Even if a ticket is posteriorly opened, the agent has all the data of the last conversation in front of him/her. This saves a lot of time and makes the act of problem-solving smooth and convenient.

3. All-in-One Support System

Instead of separately managing the support emails, handling website queries, and taking care of phone calls and chatbots, a company can introduce help desk software. With complaint software, agents and associated employees can take care of all user queries from one place without much fuss. All the employees have access to the software simultaneously, and the software ensures that a query is not directed to more than one agent.

4. Boost Efficiency

With minimal paperwork and the removal of redundant tasks, help desk software improves employees' productivity positively. With the automation features provided by the service desk software, employees can focus on resolving customer issues faster and serve better. This leads to a boost in the efficiency of the company’s ecosystem and a healthy workplace setting.

How to Buy the Best Help Desk Ticketing Software?

Choosing the right help desk software for small businesses is imperative as it can instantly give your firm a massive competitive advantage. There are many different support ticket system options available in the market. It is important to narrow down all the choices and get the best ticketing system for your organization. Here is a detailed step-by-step guide that can make sure that you decide on the best on-premise help desk software platform for your business:

1. Understand your organization’s needs and the kind of support service you wish to provide customers.

2. Select the essential features that you expect your ticket management system to have. Make a list of the most important characteristics of your business model.

3. Help desk software shortlists the various help desk ticketing software systems available in the market. Explore the various software vendors and understand how they can formulate a customized it help desk software package within your budget.

4. Help desk software Create an evaluation team that will check each online customer support software's various features, costs, and personalization options and decides the best one for your organization.

5. Take a detailed trial of the customer service ticketing system you wish to implement for your organization – this will help team members understand its usage and features so that they do not have any problems using the software system.

6. Consider scalability and invest in the best customer support ticket system that can expand according to your organizational requirements. Make sure to choose a software vendor that will provide full support and after-service maintenance.

Following these detailed steps can help any company decide on the best help desk ticketing software solution to promote better output and boost business revenue.

What are the Different Types of Help Desk Software?

Help desk software differs in terms of its functionality, the targeted business size, and hosting type. It can, therefore, be classified into the following types:

1. Open-source Help Desk Software

Open-source help desk software is best suited for SMBs and budding startups. The primary reason for the same is that most of these tools are available for free. The tools are open to customization; any company can re-organize them to ensure the final software is system-fit. There are paid versions available for the same software; whenever a company needs to switch to a more powerful tool, it can smoothly transit.

2. On-premise Help Desk Software

Companies that require in-house software that takes care of all the proceedings by operating on their own server can opt for the on-premise helpdesk software. As a result, the maintenance and security aspect of the software becomes a liability to the business and requires extra caution. Businesses that involve the transmission of highly confidential data choose this type of software because no third-party servers are involved. System integration with the company’s CRM, ERP software, etc., happens very smoothly, and overall system performance is stellar.

3. Web Help Desk Software

If there’s uncertainty in the IT team regarding handling and using dedicated in-house help desk software, web help desk software is the optimum solution. The server on the web (also called cloud-based) helpdesk software is a third-party type (generally of the service you are taking), and therefore there’s no hassle in operating the software. The vendor’s server records any data that your software receives or transmits to another system. Thus, the transmission of highly confidential information across such software should be avoided.

4. Enterprise Help Desk Software

Enterprise help desk software provides a multi-faceted integration of tools for a large-sized company. This software duly meets the requirements, and alongside help desk services, the company also gets account and asset management, service procurement and management, etc. The performance of enterprise help desk software is further enhanced by integrating the system with other data organization and management tools. The systems can share data and provide insights through data analysis and projections.

Top Help Desk Software Vendors by Company Sizes

Help desk software can help businesses unify customer information and provide speedy customer service to enhance satisfaction. With tons of help desk solutions available in the market, choosing the right platform is often challenging. To make the decision easier, we have curated a list of the top help desk software vendors by company size. Select the best one by help desk ticketing system comparison.

Help Desk Software Comparison for Large Enterprises

Large organizations must invest in the best help desk software to handle a huge volume of tickets quickly and efficiently. It should also be able to integrate with other business applications to streamline organizational workflows.

Many vendors offer tailor-made help desk solutions for large enterprises. Some leading help desk software for large enterprises are FreshDesk, ZenDesk, and SysAid.

	FreshDesk	ZenDesk	Sysaid
Free Trial	21 Days	30 Days	30 Days
Mobile App	YES	YES	YES
Cloud-Based	YES	YES	YES
Basic Price	$15/Agent/Month	$19/Agent/Month	Content Vendor
Ticketing Management	YES	YES	YES
Customization	YES	YES	NO
Integrations	YES	YES	YES
Multi-Channel Supports	NO	YES	YES
Automation	YES	YES	YES
Self-Service Portal	YES	YES	YES

Help Desk Software Comparison for Medium Enterprises

Medium-sized enterprises need to choose the best help desk software that is scalable and can expand according to business growth and expansion. The system should go beyond basic functionalities and provide real-time reports, ticket management, and a centralized database.

Many customer service software providers cater to help desk solutions for midsized business organizations. Some top vendors for help desk systems for medium enterprises are Zoho Desk, ProProfs Help Desk, and Freshservice.

	Zoho Desk	ProProfs Help Desk	Freshservice
Free Trial	Lifetime for 3 Users	15 Days	21 Days
Mobile App	YES	YES	YES
Cloud-Based	YES	YES	YES
Basic Price	$14/Agent/Month	$10/Agent/Month	$19/Agent/Month
Ticketing Management	NO	YES	YES
Customization	YES	YES	YES
Integrations	YES	YES	YES
Multi-Channel Supports	YES	YES	YES
Automation	YES	YES	YES
Self-Service Portal	YES	YES	YES

Help Desk Software Comparison for Small Enterprises

Small companies need to invest in top help desk software that can help them automate routine tasks and drive business productivity. They need a system that reduces manual tasks and paperwork and provides real-time information to provide a better customer support experience.

The top three small enterprise help desk software vendors are Ameyo, Faveo HelpDesk, and Teamwork.

	Ameyo	Faveo HelpDesk	Teamwork
Free Trial	Not Specify	Not Specify	30 Days
Mobile App	YES	YES	YES
Cloud-Based	YES	YES	YES
Basic Price	Content Vendor	$576/One Time	$10/Agent/Month
Ticketing Management	YES	YES	YES
Customization	YES	YES	NO
Integrations	YES	YES	YES
Multi-Channel Supports	YES	NO	NO
Automation	YES	YES	YES
Self-Service Portal	YES	YES	YES

Related Article:

• Rectify Problems Right with Help Desk Management System

• Leveraging Help Desk Support Software For Better Customer Experience

• 10-Step Guide to Choosing the Best Help Desk Ticketing Software

• Help Your Frustrated Customers with HelpDesk System

• Service Desk vs Help Desk: What’s The Difference?

• Why Choose Online Service Desk Software?

• How Does Customer Ticket System Work?