Client service teams use help desk software to receive, track, and resolve customer requests and concerns. A help desk system streamlines and automates ticket handling, enhancing the quality of the customer service team and the speed with which they respond to customers. Although some help desk systems can be utilized for external customer assistance, they are primarily employed for internal IT technical support (where the customer would be the employee needing help).
Using IT ticket management, your help desk workers can deliver responsive and effective technical support to your employees, consultants, and other customers. A help desk system can also collect fresh information from users, which can be added to your company’s knowledge base.
IT service desk software and help desk ticketing software are other names for help desk software.
Table of Contents
Features of Help Desk Software
A product must meet the following criteria to be considered for inclusion in the Help Desk Software:-
- Ticketing management: Keep track of ticket details and status and customer and/or employee interactions.
- Employees can access the knowledge base to look up answers to common inquiries and issues and historical data on previously handled issues.
- Customers and employees can use the self-service portal to see their open and resolved issues, look up self-help answers in the knowledge base, and start a conversation with a desk agent.
- Management of service level agreements (SLAs): Create and apply your own SLA policies based on the ticket’s type.
- Open direct communication with a desk representative to get quick responses via live chat. Some help desk software also includes a chatbot for automated support.
- Workflow automation: Based on the ticket type, create a step-by-step workflow with the proper routing and sequence of steps, including any required reviews or approvals from other stakeholders.
Top 5 Help Desk Software
Monday.com
Managers may better align their teams with monday.com’s collaborative workspace. This adaptable platform allows you to centralize your data using native connectors, third-party apps, and useful widgets. You may rapidly assess the status of critical tasks and follow up with the appropriate team member with an overview of all active procedures. Essentially, bosses may use straightforward drag-and-drop technology to create the ideal tools for their staff on Monday.com. To accommodate your workflows, just choose from over 200 templates and customize them using the 20 configurable columns. Your workflows may thus simply scale with your team as it grows, empowering them to new heights while maintaining complete visibility.
Features
Quickly get a bird’s eye view.
To keep everyone on the same page, create a clear line of sight. Take action based on real-time data rather than assumptions.
Streamline and quickly execute requests
Assist new employees in having a pleasant first day. Customize Monday.com forms to make it simple for teams to submit IT requests and track their progress to ensure flawless delivery.
Get more work done by collaborating across teams
While managing huge projects and procedures, easily collaborate with external and internal stakeholders.
Integrate with your preferred software
Bring data from numerous apps into Monday.com automatically, and finally, have all of your team’s work in one place.
Pricing
- Monday.com has 5 pricing editions. A free trial of monday.com is also available.
- Basic $8.00 4 Seats Per Month
- Standard $10.00 3 Seats Per Month
- Pro $16.00 3 Seats Per Month
- Enterprise Contact them
Pros
- Everything is customizable. The best part about Monday.com is how simple and adaptable it is. This platform is easy to use, even for non-technical individuals.
- Monthly.com allows you to view the status of your project in real-time to help the participant. It also includes features like the Kanban system and Gantt charts for visualizing project data and progress.
Cons
- Some things don’t operate the way you want them to, particularly when linking components. For example, duplicate columns don’t show up on your smartphone, so you can’t link two items to view both in the Related Items column. When utilizing on Monday, there are some limitations. It can be difficult to switch to the user interface.
Zoho Desk
It is a context-aware health desk application that will assist you in providing effective customer service. It provides a fully working ticketing system as well as a call center solution to help consumers with their problems. Social support integration allows you to respond to consumer questions on their preferred social media platforms, such as Twitter and Facebook. It also has its own knowledge base, which includes solutions to frequently asked questions. It also offers a reporting tool and analytics function that your management may use to discover concerns with your agent’s performance.
Features
- Everything about tickets is all in one place. Customer requests can be tracked across channels, brands, goods, departments, and other areas.
- Contextual AI can help your team perform better. Make your fantastic support team even better using AI that has been carefully designed.
- Provide prompt assistance to DIY customers. Allow clients to find rapid answers on their own, no matter where they are.
- Every agent should be able to please every customer. Everything your agents will need to cooperate, communicate, and protect those customer relationships is right here.
- Automate all of your time-consuming tasks. To save time and effort, manage processes and automate repeated tasks.
- Integrate your customer support department with the rest of your business. Connect Zoho Desk to all of the other applications your team uses to get the most out of it.
Pricing
Zoho Desk has 4 pricing editions.
- Free $0.00
- Standard $14.00
- Professional $23.00
- Enterprise $40.00
Pros
- Its customer service center and one-on-one assistance from its engineers
- Zoho Desk is reasonably priced, and it comes with a lot of features when compared to the competition. The ability to customize the email notification templates is something great.
- scalability and interfaces, good value for money
Cons
- It will take you sometime took (and a lot of reading) to figure out what is going on. Some little details, such as auto-closing tickets after no response or setting default priority on email tickets, appear to be lacking.
SysAid
SysAid is a software solution for ITSM, Service Desk, and Help desk that combines all of the necessary IT technologies into one offering. A Help Desk, IT Asset Management, and several easy-to-use tools for analyzing and managing IT performance are among its significant features. SysAid’s IT Asset Management arm controls IT hardware, software, and mobile assets. It quickly locates assets in the user’s network and displays the current status of all hardware and software items. A superior ticket management solution, IT asset management, mobile device management, chat, self-service, mobile apps, password reset, industry benchmarking, and more are all included in SysAid Help Desk.
Features
- Automatic Ticketing
Sorting things by hand is a thing of the past. It sorts, routes, and sends each ticket to the appropriate desk, so you don’t have to.
- Automation of Task
Task Automation takes care of all your repetitive requests by allowing you to spend less time resetting your printers and establishing new users and more time doing whatever you want.
- Automated Self-Service
Finally, Carl and Harriet will stop pestering you to change their passwords. AGAIN. Unless you spend your days resetting passwords, automation is probably not for you.
Less effort. More movement.
- Automated Workflow
More flow with less work. Workflow automation digitizes procedures involving several tasks, teams, and departments. So, with the push of a button, the entire employee onboarding process — from ordering a laptop to setting up an email to placing welcome chocolate on their desk – begins.
Pricing
SysAid offers a customized price quote.
Pros
- Professionalism, experience, and exceptional service; This organization cares about and values its customers.
- User-friendly ticket creation with the opportunity to customize and add features. Reports are simple to run, and changes are simple to make when you wish to add new features, but mastering it all may take some time.
Cons
- BI reports aren’t free; they cost money, but they’re highly beneficial because previous reports had to be downloaded one by one, and adding more data meant creating a new report from scratch. Making reports is no longer a hassle with this module.
- Workflow education is lacking. More training would be excellent because the films available aren’t very helpful and don’t teach everything you need to know step by step. Once all, you still have to set notifications and other things after you design a workflow.
LiveAgent
User interface for SysAid has a relatively standard style, with little color and animation. Workflow education is lacking. More training would be excellent because the films available aren’t very helpful and don’t teach everything you need to know step by step. Once all, you still have to set notifications and other things after you design a workflow.
e BI reports aren’t free; they come at a price, but they’re highly beneficial because previous reports had to be obtained one by one, and adding more data meant creating a new report from scratch. Making reports is no longer a hassle with this module.
Features
Ticketing System
When a customer service representative gets an inquiry through any channel, it is converted into a ticket. A universal mailbox has these tickets. This allows your customer service representatives to reply quickly and efficiently.
Features of Live Chat
Customers can engage with customer service personnel in real-time using live chat, which is a software tool. Instead of calling or sending an email, customers can chat with you on your website.
Features of Call Centers
The word “call center” refers to a single centralized office that handles a high number of calls. Businesses and institutions employ them for a variety of purposes, including sales, customer service, and general assistance. To handle a huge volume of calls, interactivity, and overall center organization, call centers require the usage of specialist software.
Features of the Social Media Help Desk
Websites and applications that allow users to produce original material and share it with other online users are known as social media. Social media is participatory, allowing users to express themselves through images, videos, text messages, and animated GIFs.
Pricing
- Ticket $15.00 1 agent / Per Month
- Ticket+Chat $29.00 1 agent / Per Month
- Ticket+Chat $29.00 1 agent / Per Month
- Free $0.00 Per Month
Pros
- All tickets and chats are managed from a single location with a universal inbox. The hybrid ticket stream is ideal since a live chat conversation may be smoothly continued via email.
- Ability to share mailboxes, enhanced lead capture and engagement, increased efficiency, fantastic value for money, and many more benefits are available. It offers a pleasing appearance and a variety of functionalities, styles, and settings that you may customize to your business needs. The ticketing system is quite beneficial for gathering data and offline communications and leads.
Cons
- The design and UI of the Android app are terrible and obsolete; the mobile app should be changed as soon as feasible. The app isn’t particularly attractive, but it does the job.
- Some capabilities, such as setting opening times, are overly difficult, but the IT support is excellent.
TeamSupport
TeamSupport is revolutionizing customer service by ensuring exceptional assistance at low costs, resulting in a higher return on investment. This B2B customer support software solution is all about ergonomics, from customer management through ticket management, products and inventories, collaborations, integrations, customer self-service, and reporting and analytics. TeamSupport is a highly configurable, out-of-the-box solution for increasing Business to Business support without losing emphasis on the end customer, with features like Customer Distress Index and Alerts, Issue Tracking, Created-in Live Chat, and API built to facilitate interaction with internal systems. TeamSupport includes native integration features that allow you to focus on your clients, as well as a scalable help desk that can be tailored to the needs of any organization.
Features
Customer Service
By quickly resolving issues and seamlessly cooperating with many departments to give a level of care that builds customers for life, our industry-leading customer support software helps SaaS firms to cut churn and enhance NPS scores.
Customer Satisfaction
Our one-of-a-kind customer success solution allows your business to develop alongside your client relationships. Your customer lifetime may be easily monitored, automated, and streamlined. With proactive notifications, you may increase upsell opportunities and lower the risk of churn.
Live Chat & Messaging
The live chat platform harnesses the power of dialogue to build relationships, engage consumers, and provide exceptional customer service. Deliver tailored chat experiences with ease, automate key interactions, and increase client lifetime value.
Analytics & Data
To genuinely understand your customer, go beyond the surface of reviews and NPS scores and dive into the facts. Our dynamic analytics system gives you a quick overview of your customer’s health, agent productivity, and resolution.
Pricing
- Essential $49.00 1 agent / month + platform fee
- Professional $79.00 1 agent / month + platform fee
- Enterprise $99.00 1 agent / month + platform fee
Pros
- Partially automated ticket processing is possible, and all communication is done via email. The best feature is their excellent customer service. Whenever you have a query or encounter an issue, they will respond quickly and not provide a generic response.
- The layout of team assistance is user-friendly. The UI of TeamSupport is fantastic, and the application’s features and performance far outweigh those of other ticketing systems. Client and internal reporting duties are simplified thanks to automated emails and report creation.
Cons
- There are no drawbacks to our support staff’s daily activities. Certain improvements can be made in terms of automation, but these flaws can be worked around.
- Additional UI “themes” and color customization of the interface would be a nice addition.
Conclusion
When a company is first starting out, it frequently relies on email for help. Moving beyond email as the primary support channel becomes crucial as businesses grow. Support must grow with the company. If agents are having trouble keeping up with requests and their inboxes are overflowing with unopened emails, it’s time to invest in help desk software. Knowledge bases, self-service portals, SLO management, and reporting are all included in many support desk applications. The ideal help desk software for you is determined by the needs of your firm.
