Help Desk Software

Top Help Desk Software

The best help desk software adds the autonomous ticketing system that lets the customers register their grievances efficiently. Additionally, built-in storage of helpful tips or instructions assists in providing with an instant customer support solution to resolve most of the issues, skipping the need for communicating with an executive telephonically. The best part of the help desk system software is the smart routing of inquiries to the specific departments for better solutions. Needless to say, the tracking and reporting of the inquiry status get much easier as well. Needing seamless integration a help desk system solution into your current network? Just go through the below rundown of top help desk software by GoodFirms below:

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List of Help Desk Software | Top Help Desk System Software solutions

Sprinklr Modern Care
Take better care of your customers – at every turn.

With Sprinklr Care, brands have the ability to route, resolve, and measure customer care issues in a integrated, cross-channel solution. Quickly respond to customers and ensure customer satisfaction, know your customers full history to provide optimal service, standardize processes and workflows for compliance and efficiency, and quickly access reports to measure results and improve on SLA’s and... read more

N/A
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LiveHelpNow
Live Chat and HelpDesk Software For Your Growing Business

The mission of LiveHelpNow is to enable companies of all sizes to facilitate meaningful customer service interactions. We provide a complete customer service software suite that brings personal attention, timely responses and motivating incentives into the sales and support process of each and every business. Our solutions make real customer relationships possible, fueled by data shared and exchan... read more

30 Days
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HelpCrunch
Customer communication platform for Support, Marketing & Sales

HelpCrunch is an all-around communication platform for customer service and sales. It combines modern live chat, in-app messenger, auto messaging, ticketing, and email automation. Designed for SaaS and web services, e-commerce and online-to-offline businesses, HelpCrunch helps convert website visitors into customers, maximize sales, increase retention, and built loyal relationships.

14 Days
$15/Month
Re:amaze

54. Re:amaze

The world's best helpdesk fits all team sizes

Re:amaze is a customer service platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional and centralized customer support through live chat, email, social media, and mobile SMS/MMS. Businesses of all shapes and sizes also rely on Re:amaze for sales and marketing automation using features such as Re:amaze Cues (a way to automatically message online customers), Re:amaze L... read more

14 Days
$20/Month
Dixa Help Desk
Help desk software for customer loving teams

Dixa is the new way to deliver effortless and personal customer service. Our software eliminates chaos created by using disconnected systems and unifies the customer experience across all channels including email, chat, messaging and phone.

N/A
$25/Month
Nectar Desk
Keep client communication under single interface.

We have built NectarDesk with simple belief in mind - don't charge clients before they try and happy with the product, make it super simple to use, and keep all customer interaction under one roof. We invite you to give NectarDesk a chance to show you how our Cloud Call Center software can change the way your clients are treated.

14 Days
$29/Month
AzureDesk

57. AzureDesk

Experience simplified helpdesk software that easily customizes to your ticketing needs

Helpdesk software with all the necessary features of enterprise class systems offered to all businesses at minimal cost to users. Don't spend a fortune on helpdesk solution.Try azuredesk.co today for free 14 day trial .It provides ticketing system to track support cases, Sleek UI for Admin requests, 3 party Integration with JIRA, Olark, Slack, Charge Desk & many other software, Reporting, Ticket F... read more

14 Days
$30/Month
JitBit HelpDesk
Helpdesk Ticketing System

Deliver awesome support to your customers. Jitbit Help Desk ticketing system is dead simple, amazingly powerful and takes seconds to set up. Just forward support emails to the helpdesk app and start managing tickets. We have both cloud-hosted and on-premise versions. Both integrate perfectly with your mailboxes, Active Directory, Google Drive and more besides.

21 Days
$24/Month
Rhino Support
The best Live Chat and Help Desk Software available for business websites.

The best Live Chat and Help Desk Software available for business websites. Easy to set up, simple to use, handles multiple websites under one platform, increase sales and amazing customer service. Making software programs that really answer a company's needs is what we do and why Rhino Support even came into being.

60 Days
$14.97/Month
Gorgias

60. Gorgias

Gorgias is a customer support helpdesk specially designed for Shopify stores

Gorgias is a customer support helpdesk specially designed for Shopify stores. Gorgias is a multi channel helpdesk integrated with your all your apps. It can help you manage all your customer support in one place without switching tabs or using different software. With Gorgias, all your customer communication is in one place. All their conversation history is there. Simple.

7 Days
$60/Month
Vtiger Help Desk
Build Enduring Customer Relationships

Vtiger Help Desk is a software for multi-channel customer support organizations to manage cases at scale, and at SLA-speeds. Your customer support operations benefit from Vtiger Help Desk in 3 important ways: resolve issues in ways your customers prefer, set your agents up for success and make it easy for support managers to be on top of things.

Available
Free version
HelpDesk 3
The professional support solution for your business.

The one and complete support solution for your business. Live chat, email to ticket, client management, billing and much more. HelpDesk 3 has all you need. Engage your website visitors and turn them into customers, support your customers, client management and billing in one package. Modern and easy to use support platform including access to native iOS and Android mobile apps with push notificati... read more

N/A
$39/One-time
Helprace

63. Helprace

Cloud-based Help Desk Software and Ticketing System - Helprace

Helprace allows any company out there to offer spectacular customer service in an all-in-one platform. Our help desk software consists of a support ticket system, knowledge base, community and feedback widget. Using powerful features, Helprace increases productivity of customer service agents, optimizes their daily workflows and keeps every ticket accounted for.

30 Days
$20/Month
KronoDesk

64. KronoDesk

Help Desk Simplified

Customer Support & Help Desk. Customers can send, access, and check-in on tickets from the web or their email. Agents can manage and respond to tickets quickly and easily from any device. The help desk can be customized to your needs with custom fields, priorities, and workflows.

30 Days
$399.99/Year
ManageEngine SupportCenter Plus
Delight your customers with world-class support

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

Available
Free version
SeamlessDesk
Be the Superman of customer service

SeamlessDesk is a cloud-based helpdesk solution designed to help small to large businesses streamline customer support processes. The platform includes a ticketing system with built-in inbox and a notification system, which sends push messages to inform agents about new support tickets, customer responses and more.

Available
Free version
SmarterTrack
The Online Help Desk You Need

Deliver unparalleled customer service, improve productivity, reduce overall support and customer service costs, and consolidate all communication in one location, for analysis and compliance needs. SmarterTrack allows you to improve customer service while better utilizing employees across your business and brands. In addition, SmarterTrack is available as an on-premise installation that you fully ... read more

Available
Free version
UserEcho Help Desk
Give your customers tailored customer support experience.

UserEcho's helpdesk and multi-agent ticketing system provides service agents with a central interface from which to support customers. The helpdesk operates from one browser window and includes features such as canned responses, auto-replies, user-insights and file-attachments to accelerate ticket-resolution time.

15 Days
$25/Month
WhosOn

69. WhosOn

Your specialist for custom live chat deployments

WhosOn is the optimum platform for customers who want more from chat. It incorporates a range of features: from real-time language translation, to in-depth web and performance analytics, to out of the box sentiment analysis. Plus, WhosOn offers flexible hosting options; supporting on-premise, cloud, or hybrid implementations.

Available
Free version
devContact
World's simplest customer support desk

The main objective of our software is to bring to our customers, the best solution to resolve app user complaints and queries. It offers a number of features, which include one-on-one messaging, cloud based FAQs, performance analytics and much more. We know there is a growing concern with app developers about opting support desk solutions originally designed for the web. Specially designed for app... read more

Available
Free version
edesk

71. edesk

xSellco makes it simple to support all your ecommerce customers in one place.

Customer support tickets matched with order data from everywhere you sell - unified into a simple system your team will love. edesk helps manage all your customer queries,all in one place. eDesk does more than just manage your tickets - it helps you solve them. Get the answer right first time with Artificial Intelligence and more.

14 Days
$99/Month
Solarwinds Service Desk
A Service Desk Built Just For You.

Service Desk is a fully integrated cloud-based service desk and IT asset management solution. Based on ITSM best practices to create a platform that is as usable as it is cutting-edge by incorporating automation, artificial intelligence, and machine learning to help streamline IT support services and empower employee self-service. SolarWinds Service Desk provides businesses of all sizes an easy to... read more

30 Days
$228/Year
Agiloft Service Desk
Bring agility and efficiency to your support operations with the top-rated Service Desk Suite.

Agiloft's fully integrated applications work together to form a single system of record for all of your IT service processes. You'll have complete, 360-degree control over every process, delivered to you in an efficient and easy-to-understand interface. As your needs and processes change, Agiloft adapts and scales to grow with you, so there is never a risk of outgrowing the system.

Available
Free version
Jira Service Desk
Service desk software for modern IT teams

Jira Service Desk is a full-featured service desk platform designed to provide solutions for ITSM (IT Service Management) and customer service. IT teams utilize the software to deliver end-to-end services to their customers. This contributes to better their strategic approaches that align with their business needs and meets their goals and objectives.

7 Days
$10/Month
OfficeAmp

75. OfficeAmp

Internal help desk to manage employee requests

OfficeAmp makes it easy for office managers and admins to run an efficient workplace by giving employees a one-stop-shop for all of their requests and questions. Simple and robust ITSM system that lives entirely inside Slack and gives you a Kanban dashboard to track, assign and resolve tickets, Need a snack in the pantry? Want to book a flight? Order some lunch? No more emails, texts ... read more

14 Days
$1/Month
ThinkOwl
CUSTOMER SERVICE — SIMPLIFIED

ThinkOwl is an Artificial intelligence based, next-generation service-desk software that combines human and machine learning. It leverages your agents' productivity to the maximum by intelligent automation. ThinkOwl empowers your organization to enhance customer experience and fly high, even with limited staff and resources.

30 Days
$19/Month
Genesys

77. Genesys

Simplify your customer support and help desk

Whether you’re a global enterprise or a small business, get one platform to meet the needs of your entire team. Promote your products and services, increase productivity, streamline processes, and arm your team with tools and training. Genesys is a cloud-based help desk that allows agents to handle inbound service requests.

30 Days
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NTR Cloud for Help Desk
Customer help desks benefit from the simplicity and power of NTR Cloud for Help Desk

NTR Cloud for Help Desk’s agentless technology and robust feature toolkit accelerate mean time to respond (MTTR), increase first call resolution (FCR) and reduce Level 1 support costs. NTR Cloud for Help Desk’s powerful remote desktop and live chat modules reduce support queues and boost time to repair by 50% or more by enabling faster, more effective incident resolution. As a cloud-based suit... read more

15 Days
$804/Year
Plumsail HelpDesk
Make your customers happy with quick and efficient support!

Plumsail HelpDesk is a ready-made tool for SharePoint that helps you to make your customers happy with quick and efficient support. If you’re looking for out-of-box functionality, user-friendly interface and simple set up, that’s it!

30 Days
$39/Month
ReadyDesk

80. ReadyDesk

Web-based help desk software with live chat and remote desktop support.

ReadyDesk is a completely web based help desk software solution that has powerful features to meet the demands of businesses of any size. With ReadyDesk you can offer your customers several options to help them get their issues resolved quickly. They can open tickets from the customer portal, browse the support articles in the knowledge base for self service, create tickets automatically by sendin... read more

30 Days
$9/Month
Web+Center
Open Source Help Desk /Service Desk Software for IT and Customer Support

Web+Center, from Internet Software Sciences, is open source, web-based IT help desk software that runs onsite or in the cloud. With access to 100% of the source code, organizations can create the ideal customized solution for their unique business needs. Supports all browser-based devices, including PCs, Macs, smart phones and tablets.Community colleges, hospitals, small businesses and government ... read more

Available
Free version
CustomerFirst
CustomerFirst is a CRM Help Desk software.

CustomerFirst is a CRM Help Desk software that includes defect and bug tracking software capabilities for those companies that are supporting internally developed software. It integrates the communications between support or help desk, development, and professional services. CustomerFirst helps you manage your relationship with your customers and keep your customers satisfied by being responsive t... read more

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CustomerWise
A solution that focuses on delivering exceptional customer service.

CustomerWise is a comprehensive customer support and business process management solution that is ideal for the unique requirements of B2B technology companies. By integrating support and service ticket management, customer self-service, license and contract management, and a product knowledgebase, CustomerWise empowers you to focus on customer service throughout the entire customer lifecyCle. ... read more

30 Days
$20/Month
ServiceWise
ITSM Software that improves efficiency across different departments.

ServiceWise is a completely customizable internal helpdesk and IT Service Management (ITSM) solution. No matter whether you are a 15-person or 5,000-person support organization, ServiceWise is a powerful and proven solution that enables you to automate and streamline your IT services and help desk activities with configurable workflows, process management, email notifications, and a searchable kno... read more

30 Days
$20/Month
DiamanteDesk
DiamanteDesk is FREE Open Source easy-to-use help-desk solution.

DiamanteDesk is FREE Open Source easy-to-use help-desk solution. This customer service software allows easy customizations to meet unique business needs. It’s based on modern technology stack (PHP 5, Symfony2, Oro Platform, Bootstrap) that provides high reliability, flexibility, scalability and extensibility. Our support ticketing system helps to bring quality of your customer care to the new le... read more

Available
Free version
eStreamDesk
Premium Help Desk Software At a Fraction Of The Cost

If you are looking for an easy to use yet extremely powerful service to help you manage customer requests then eStreamDesk may be just what you are looking for. eStreamDesk is a hosted helpdesk and ticket tracking service that helps you to deliver exception customer service while saving time and cutting support costs.

Available
Free version
EvantoDesk
Powerful yet simple help desk software.

EvantoDesk is a simple, user-friendly customer service software designed specifically for small and medium-sized businesses. Developed and built with SMEs in mind, EvantoDesk comes with all the features a small or medium-sized enterprise needs to effortlessly deliver high-quality support services to their customers sans the complicated tools, complex configurations, and a heavy price tag.

21 Days
$16.67/Month
Help Sumo

88. Help Sumo

FULL FEATURED HOSTED HELPDESK SOLUTION

Help Sumo is more affordable, easier to setup and use, and designed mainly for small and medium sized business. Help Sumo includes a built in Knowledge Base which allows your Service Desk staff to quickly find related known error data, resolutions and workarounds; convert tickets into Knowledge Base articles; and provide end user accessible Knowledge Base search capabilities.

30 Days
$19/Month
NABD System
Helpdesk software across traditional and social channels

NABD is a workflow-based customer service management solution. It manages a customer's cross-channel exposure with a company, product, brand, or service by providing end-to-end view of customer cases, issues, concerns, and queries. NABD is a workflow-based customer service management solution. It manages a customer's cross-channel exposure with a company, product, brand, or service by providing en... read more

Available
Free version
Abhisi

90. Abhisi

All-in-One Sales and Support Solution

Whether your customer support hero is a lone warrior or a group of hundreds, Abhisi makes it easy to care for your customers because it works just like email. Sign up for the free beta and put it through its paces. Let us know if anything is quirky or needs to be added or just doesn't look right. And since you are joining at the beginning of Abhisi's release, you can have a say in shaping the fina... read more

Available
Free version
Sitehelpdesk
Advanced help desk software innovation

We deliver fast, efficient and highly intuitive web based help desk software applications that are designed for their specific function yet easily configurable to fit the way you work. Direct web updates on tickets and two way email tracking ensures all communications are maintained in the help desk.

30 Days
$800/One-time
Sitehelpdesk-IT
IT Support software for enhanced Service Management

IT support software specifically designed for internal IT Service Management. Includes all the features of sitehelpdesk plus the practical application of the ITIL service management recommendations. Sitehelpdesk-IT is available as an upgrade from sitehelpdesk and integrates with the SLA, Email and Inventory monitors.

30 Days
$1400/One-time
Spiraldesk
The true multi-brand helpdesk

Spiraldesk is a web-based multi-brand helpdesk, that manages customer service and communication for companies which operates with multiple entities, profit centers, locations, products or brands. Companies run multiple non-connecting business units with the same top management. Spiraldesk acts as a single platform to monitor the customer service process in each entity, even if they have a separate... read more

Available
Free version
ACANOTION Help Desk
A better way to track your customer support requests.

Help Desk Software Australia develops and sale of simple easy to use help desk and service management software. Used by Government, Commercial sectors globally. Software can be downloaded at www.helpdesksoftware.com.au. Useful for any organisation wanting to track tasks and actions.

Available
$995/One-time
Alcea HelpDesk
Deliver Superior Customer Service

Alcea HelpDesk gives organizations a competitive advantage by facilitating faster response times, increasing productivity, and ensuring that reported issues are being looked after.

N/A
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AppHelp

96. AppHelp

Support solutions

AppHelp delivers IT helpdesk solutions that help cloud enablement, onboard, and support technology services to improve market share, mitigate churn and increase lifetime value.

N/A
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Artologik HelpDesk
HelpDesk – web-based trouble ticket and support software

HelpDesk provides a well-organised overview of support matters and stores all related information in one place. The support tool has practical functions like an FAQ, delegation, a knowledge database and SLA. It is possible to create customized log-in pages, making it easy for your customers to register trouble tickets, regardless of whether you're working in IT support, customer services or HR. Th... read more

30 Days
Contact Vendor
Central Desk
Answer support requests quickly and easily with Central Desk.

Helpdesk software, or helpdesks in short, are many, but they are usually complicated and overloaded with features. Central Desk, on the other hand, is not only easy to set up but also instantly understandable and easy to use. A help desk that basically starts where e-mail support is not enough, but the big systems are far too complex. Using Central Desk is as easy as writing e-mails in everyday li... read more

30 Days
Contact Vendor
Enchant
Make customers happy with awesome support

Help desk solution that enables customer response through phone calls, email integration, client history, tickets tracking and more. Web-based customer support solution that assists businesses of all sizes with ticket management, knowledge bases, live chat & more.

30 Days
$15/Month
HelpDeskEddy
Unified сustomer support system

HelpDeskEddy is a unified system of customer service that is always at hand for your needs. You can surprise with your customer service through our simple and easy high-quality client service. With endless possibilities you can connect our system to your existing mailboxes and create tickets directly from the incoming emails. Incoming emails are checked automatically by the system and every incomi... read more

Available
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Buyer’s Guide
Buyer’s Guide to Help Desk Software

Acquiring new customers for business growth is essential, but more than that, retaining present customers is equally important. If you don't ensure the satisfaction of your present customers, they can leave bad reviews for your products and services, and that can even fail your best-proven marketing strategy. Especially in this age where people are highly active on social media, it just takes seconds to spread anything negative about services/products/brand and spoil the reputation of a business.

As quoted by Sam Walton (The Founder of Walmart) - “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

To sustain and grow your business, it becomes important to ensure that you are providing efficient and flawless customer support. Whether it is before or after sales, customers prefer exceptional and instant services at a zero or low cost.

A help desk software helps the customer support team in speeding up the process of handling customers' queries and complaints and ensuring their satisfaction. But, there is more to help desk than just solving the issues of the customers. This buyer's guide to help desk software would throw some light on the basics to the detailed aspects of the help desk solutions, helping you to select the best one for your business.

What Is Help Desk Software?

Help Desk software system is a tool that empowers the customer support team to respond to customers and internal staff queries by managing support tickets starting from receipt until resolution. It is also known as helpdesk ticketing software, that includes a wide range of applications and systems. Whether a consumer needs to replace a pair of shoes just delivered or wanting to troubleshoot their internet connection, help desk system software makes it easy for the customer support teams to help their customers quickly.

Why Does My Company Need Help Desk Software?

You have set up your business, have advertised effectively, and earned a decent amount of business. Is that enough? If you want to get ahead of your competitors by providing the same quality and price in your products and services, you need to provide extraordinary customer services. The below-mentioned factors can justify how a help desk software system can help you in providing exceptional services to your customers.

Company Size

Several small and medium-sized companies don't have a separate customer service department. In that case, the employees, including engineers, developers, managers, operation executives, etc. need to solve the queries of the customers besides their own core jobs. This affects the quality of customer services and their overall performance. The help desk software system allows employees to respond to the queries of the customers quickly and, at the same time, ensure that their roles in the company do not suffer.

Maintaining Professionalism

If you have launched a product or service that is too technical and your customers need help to understand it & to use it, they are going to approach you with a plethora of questions and suggestions. In this case, a help desk system software helps you in answering all the customers' queries without missing even one. These queries and suggestions are extremely useful in unearthing new ideas for the products or services you provide, ultimately enhancing the quality of your services.

Centralizing Information

In business, you are constantly having conversations with your customers about the products & services you provide. Moreover, you also require information from your sales, service & operation departments, and a help desk software system allows you to centralize all this information about the customers, their queries, and the solutions provided. This would save a lot of time whenever you need to access the required information.

Importance of Customer Experience

Regardless of the size, type, and sector a business belongs to, customer experience is the most important factor that can decide the success or failure of an organization. Advertising and promotions can help you in grabbing the attention of your customers and prospects, but the experience you would be providing them would help you in retaining them for a more extended period. Not communicating at the right time, or not providing the right solutions to your customers can encourage them to move to your competitors and also ruin your hard-earned reputation. A help desk system software can ensure flawless customer support and long-lasting relationships with your customers.

Monitoring Customer Support

Using help desk software, you can record the communication your customer support representatives are having with your customers. It can even monitor the resolution time-period, customer satisfaction, and the performance of your customer support agents. This helps in improvising the services, eliminating the flaws in the services, if any, and streamline the entire process, enhancing the overall quality of your customer services.

What Does A Help Desk Software Do?

Managing Customer Requests Efficiently

An organization might be selling several products and services. Handling complaints, queries, and requests for all the different product lines would be a difficult job if done manually. A help desk software system allows customer support representatives to access all the customer queries from a centralized location, assign tickets, and ensure resolution of those queries within a specific timeframe.

Creating a Knowledge Base

The experience of one customer support agent can be of help to another. Moreover, these customer support representatives work in shifts, and talking to a different representative every time a customer calls and explaining the problem, can be a daunting task for the customer. A help desk software creates a knowledge base of the customers' queries and conversation records helping the customer support representatives to address those queries flawlessly.  

Analyzing Performance

A help desk system software stores the information that helps in analyzing the performance of the customer support agents, and their conversation with the customers. This allows you to eliminate all the flaws you have in your processes, improve the quality of your products and services, which leads to exceptional customer satisfaction and growth of the business.

How Did Help Desk Software Come Into Use?

In the 20th century, businesses used to rely mostly on face-to-face interactions to resolve the queries of the customers. The customers used to visit the company's office or store to get their problems relating to the product resolved or acquire the service. During this century, there were many technological changes experienced, and one of them was a mainframe computer. At that time, the customers used to communicate their problems using the telephone, and the customer service agents used to record those issues using mainframe computers and then address those issues through relevant channels.

In the 1960s, the companies began setting up call centers and training staff to record and handle customer queries in a systematic manner. This was also the era of interactive voice response. During this time, the customers started registering their problems through email and sending inquiries through the form. The customer service agents also used to answer customer queries through email.

After the internet was made officially available for public use in the 1980s, many companies started outsourcing their customer service department. In the 1990s, the use of email and live chat systems increased, and due to that, US companies started outsourcing their help desk jobs to the companies in India and Philippines. The real use of help desk software came into use in the 2000s, when the companies applied different kinds of help desk software solutions. At present, the massive use of internet and networking systems has made help desk software systems much more interactive due to which communication has been easier between the customers and the agents. The customers can now easily submit and track their queries using a help desk software.

How Does A Help Desk Software Help In Simplifying Your Customer Service?

The customers need timely & perfect services, and help desk software solutions can simplify your entire process of providing perfect services to your customers. The below-mentioned aspects justify the fact that a help desk software can simplify the customer service processes in your organization -

Accurate Information

When your customers are contacting you for any kind of information about your products and services, you are supposed to provide the right answers for the first time itself. Through help desk software solutions, you can give access to your customers to the online tutorials and guides, helping them to get the right answers for their queries easily. 

Ticketing System

The helpdesk ticketing system allows you to assign a particular query of a customer to a specific agent. That helps in following a quick & professional communication process, without any confusion.  

Timely Response

A help desk software allows you to access all the information about the customers’ queries on your fingertips. This helps you in providing timely response and serve your impatient customers efficiently.

Prompt Problem Solving

If you take several days to resolve the problem of a customer, it might not be healthy for your business in the long run. The help desk software centralizes all the information that helps you to solve the problems of your customers promptly.

Past Records

The help desk software solutions is capable of storing all the conversation that a customer has with the customer care agent. This helps the service agents to access the information about the solutions provided in the past to the customers, and solve the similar queries arising in future easily.

What Are The Different Types Of Help Desk Solutions?

Customer Service Help Desk

A customer service help desk focuses on solving the queries of the current and prospective customers of a business organization.

IT Help Desk Software

An IT help desk software is for supporting end-user, support teams and IT admin staff. Whether it is accessing a tutorial, or resetting a password, an IT support help desk can solve the issues of the users.

Business Help Desk

Besides IT, there are other departments in an organization like HR, finance, operations, etc. The business help desk can help employees to post their queries relating to their leaves, salary, etc.; similarly, the finance professionals and the stakeholders can post their queries relating to accounts payable, expenses, etc., and acquire help from respective departments.

What Is The Difference Between A Help Desk And Service Desk?

Many of the business entrepreneurs, analysts, and consumers believe that there is no major difference between a help desk and a service desk. But, there is a difference in terms of their process, and functionality as given below -

A help desk is designed to help customer support teams to provide solutions to the queries of the customers. Whereas a service desk is the communication center on which the customers, employees, and stakeholders can rely for acquiring the services.

A help desk focuses on providing answers to the queries, whereas a service desk focuses on delivering the services. A service desk covers aspects like problem management, change/configuration management, service requests management, and knowledge management. Moreover, a help desk covers aspects like ticket management, self-service, communities, and forms.

What Are The Current Market Trends Of Help Desk Software?

Multiple Communication Channels 

The customers use multiple communication channels like email, phone, live chat, social media, etc., to report their complaints or ask a query for the product or service they have purchased. Providing proactive customer support through multiple communication channels has become a key to keep your clientele happy.

Self-Service 

The customers now prefer to find the information on their own instead of having to contact a service representative for help. Due to this reason, many customers now prefer to use FAQs and an online knowledge base to solve the queries relating to the products and services they have purchased. Precisely, self-service has become a major aspect that can help in providing excellent customer experiences. 

Cloud Computing

The cloud-based help desk software also known as online help desk software can help organizations to leverage better, cheaper, and quicker customer support. These online help desk solutions are highly scalable and provide access to information from anywhere, including mobile devices. There are no hardware or maintenance costs associated with these SaaS-based help desk software systems. Due to these advantages, the online help desk software is currently in demand and is being applied by several organizations in the service industry.

What Are The Must-have Features Of A Help Desk Software?

A help desk support software works based on the features and the target users. Here are some must-have features you need to look for in your help desk software.

Ticketing Management

Ticketing management is the core feature of help desk software. A helpdesk ticketing software helps in recording and organizing the customer complaints and requests in the form of tickets. These tickets are then assigned to specific customer support representatives. The helpdesk ticketing system displays the information about which ticket is assigned to which representative, and all the communication associated with it.

Mode of Contact

There are multiple ways through which the customers contact an organization's help desk like phone, email, social media, live chat, etc. Many help desk solutions support multiple channels of contact. In contrast, some simply can integrate them so that it becomes easy for the customer representatives to solve the queries of the customers.

Knowledge Base

The help desk support software can compile the customer queries, questions, and feedback into FAQs and how-to tutorials. This allows you to free up your agents in case the customer requires the information available in the knowledge base. Moreover, you can provide 24/7 support to your customers through the knowledge base.

Automation

The help desk platforms can automate the routine and predictable tasks like filling up forms, converting emails to tickets, assigning tickets to representatives, etc. Also, it can notify the managers and representatives about the resolved and pending tickets without any human efforts.  

Dashboard

The dashboard in a help desk software system allows customer support representatives, and managers to view the important information like pending tickets, complaints received & resolved, overall performance of the customer support agents, and many more aspects that can show the current situation of the customer support in an organization.

Tickets Escalation

Some of the help desk solutions provide a feature known as ticket escalation where a customer support agent can assign the ticket to higher authority in case he/she is not able to resolve the complaint, or the query is too difficult to handle. This helps in quick and accurate problem-solving and satisfying the highly demanding customers. 

Reporting & Analytics

The help desk system solutions can provide important information like frequent customer complaints, minimum time taken in solving an issue, customer preferences in terms of products and services, and many more aspects, which can be the significant source of market insights enabling higher conversions. By using help desk software, this vital information can be converted into attractive reports which can be highly useful for the managers, supervisors, higher authorities, and even business stakeholders.

How To Evaluate The Best Help Desk Software?

Deploying a new help desk software system means you are investing a huge amount of money and time. Moreover, if it doesn't turn out to be the right one as per your business requirements, it can be a major setback for your business. So, here are some important factors that you need to consider before you select a help desk software.

Decide Based on your Business Requirements

Before you decide your business requirements, you need to ask yourself questions like 

  • What is the age of your business? 
  • Who is your target audience?
  • Which communication channels would your audience prefer the most?
  • In which customer support tasks do you need the automation?

And many more such questions, which can help you in deciding your business requirements. After that, you can select help desk software that has features capable of helping you overcome your business challenges.

Consider your Budget

While you are purchasing the help desk support software, you need to consider your budget also. Not everything expensive is good. Sometimes, you can find exceptional features in a free and open source help desk software, which you can even customize as per your business requirements. So, if you have a budget constraint, you can go for free help desk software; otherwise, a paid software within your budget and including the features you require can be your choice.

Check Scalability & Integrations

As your business grows, you would want your help desk support software also to scale and provide additional features. Moreover, you are already using many other applications in your business, which you would like to integrate with your help desk software to provide additional functionality. So, you just need to check that the help desk management software you have selected is scalable enough to grow with your business, and also can integrate with the other software tools you are using in your business like CRM, marketing automation software, email marketing software etc.

Trial Before Purchase

Many help desk system solutions provide a specific trial period before you make a purchase. Ask your customer support team to explore all the functionalities of the help desk tracking software you have chosen within the trial period, evaluate its benefits and shortcomings, and then decide on investing in it.

How Much Does A Help Desk Software Cost?

The price of the help desk system solutions depends on two factors - the number of users and the type of features. In case you have a limitation in your IT spend, you can go for free helpdesk software like Faveo Helpdesk, Zoho Desk, Spiceworks, and many more free helpdesk software tools. 

If these tools do not include the features you are looking for, depending on your investment budget, you can consider a help desk software system with a minimum cost like OfficeAmp worth only $1/month or with a maximum cost like NTR Cloud for Help Desk worth $804/year. If you are not comfortable with monthly or yearly subscriptions, you can also go through the details of the help desk tools requiring one-time payment like HelpDesk 3, which is worth $39 and Sitehelpdesk, which is worth $800.

For more options, you can go through the complete list of help desk system solutions intricately curated by the GoodFirms’ team.

How To Ensure Successful Launch Of A Help Desk Software?

Once you have invested in a help desk software, it becomes important that your customer service department uses it. Your employees might be reluctant to change, as they need to come out of their comfort zone initially to learn using the help desk tracking software. To make the most out of your investment into a help desk management software, it becomes necessary to make your employees embrace the new technology seamlessly.

Make everyone in the organization aware of the launch of new help desk software through email with the advantages of using it. After making them aware, you can call out a meeting and explain to the users about the process of how the help desk management software system would work and gel with the current process of managing customers. Also, organize your team and assign tasks relating to using the software to each team member. This would make them feel accountable and enthusiastic about this new change in the organization. A new user training or demo of the software would help your employees adopt the new help desk system easily and help you achieve the goal of providing impeccable customer service to your clients.

What Are The Upcoming Trends In Help Desk Software?

The customer support software industry is experiencing a transformation with the use of smart applications to fulfill the demands of the customers' high expectations these days. Although it remains static that the customer support agents are using customer support ticketing software to solve the queries of their customers, the changing aspect is the use of intelligent technologies in the making of help desk systems these days. So, here are some upcoming trends that are predicted to lead the future of the customer support software industry -

Personalization

Neither all customers are the same, nor are their requirements. They approach with their multiple queries at times, and all they need are the personalized solutions. The help desk system software providing personalized approach and suggestions is likely to close customer queries quickly and provide ultimate satisfaction to them. For example, sending personalized suggestions about the services you offer based on the customers’ previous purchases from your company can also help in up selling your services.

Artificial Intelligence & Machine Learning

Artificial Intelligence & Machine Learning are being used almost everywhere these days, and the help desk is no longer an exception. With chatbots and intelligent search features, the help desk software system has enhanced the user experience and ease of providing prompt services to the customers. Many organizations have already executed AI & ML in their help desk processes to provide customer support that is one step ahead of what their competitors are providing. Very soon, AI and ML powered customer support software solutions will become indispensable in the help desk industry for better decision making in incident management and demand planning.

Proactive Customer Service

Gone are the days when the customer service agents used to wait for the customers to lodge a complaint or query about the products and services they have purchased. Now, the customer support agents need to initiate and offer help to the customers before they even ask for it. If you require to go a step further by amazing your customers with the help before they even ask for it, your customer support ticketing software needs to include functionalities that can support this trending approach of proactive customer service. For example, sending an automated email to the customer asking if they need to service their car after six months of availing the service.

IoT (Internet of Things)

IoT devices contain sensors that can generate real-time data and send that data over several devices. This real-time data can help customer support teams to address issues before they become problems for their customers. Attending the data coming from the devices can enable companies to leverage high-quality customer experiences and foster deeper relationships with them. For example, if a customer reaches out for a battery failure in an IoT enabled smart device, the customer support agent is already equipped with the basic information about that failure due to the real-time data transfer. This refrains customer support agents from asking repetitive questions to the customer, which saves time and adds to a better problem-solving experience.

Why To Refer Goodfirms' List Of Help Desk Solutions?

Here are a few points that can support your decision to rely on GoodFirms' list of best HelpDesk software.

  • Goodfirms follows the practice of listing software used in different business sectors after a thorough research process based on the latest technologies and trends
  • This list of software and tools by Goodfirms includes in-depth details with authentic reviews given by the users who have already used these tools
  • GoodFirms is consistently expanding the software listing categories and authentic reviews due to which it has been able to gain the trust of many companies located worldwide
Conclusion

Customers are becoming more demanding day by day, and also they have the power to make or break your business. A single bad experience of your product or service can provoke them to raise their voice against your brand. They can easily rate and review your business over a plethora of social media platforms available these days. That means your customers can speak about your brand anytime and anywhere. Thus, it becomes important to execute the right help desk management software. Besides quality & price of your offerings, extraordinary customer support also plays a major role in taking your business to the next level.

We hope that this buyers’ guide to help desk software can help you in selecting the right software sufficing the needs of your business. Still, if you have any queries, you can contact us as our support team would be happy to help you.

GoodFirms