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Top 10 Help Desk Ticketing Software 2018

What Is Helpdesk Software?

Service desk software is oriented towards two basic customers: Either the IT department of a largish organization that needs a manned desk to support a large number of users, or a manufacturer looking to give customers a place to voice product complaints and fix issues. preferably with the maximum possible efficiency in terms of direct human contact. If the latter, then helpdesk software can be the lynchpin in turning a negative customer reaction into a positive one. If it’s about IT, then key workloads can be saved or made more efficient with the same investment.

In either case, helpdesk software is the heartbeat of a well-run helpdesk and a vital consideration for business owners. In fact, it’s one of a company’s top priorities whether it’s a small to midsize business (SMB) or a large organization. Fortunately, you are not short of options as there is a wide range of helpdesk software available. Some solutions are better suited for SMBs, others are more suited for larger organizations, and still others are more suitable for internal IT operations rather than organizations dealing with customer requests. Also, not all helpdesk software is created equal. For example, helpdesk software such as Cayzu, Freshdesk, HappyFox, Vivantio Pro, and Zendesk Support include social tie-ins that let tickets be raised from social media websites such as Twitter. This could be an important feature to a company that deals with a large customer base but one not nearly as important or even relevant for one using the system simply as an internal IT service platform. Other helpdesk software, such as Jira Service Desk, provides additional security measures and identity management (primarily Single Sign-On or SSO) features, which may be key differentiators to some companies but not to others.

In this roundup, we tested the top helpdesk software offerings, including Agiloft Service Desk, Cayzu, Freshdesk, Freshservice, HappyFox, Jira Service Desk, ServiceDesk Plus (SDP) 9.3, Vivantio Pro, Zendesk Support, and Zoho Desk. All of these helpdesk solutions are available as Software-as-a-Service (SaaS) solutions. This means you don’t have to install any of the helpdesk software onto a local machine. As SaaS solutions, all of the helpdesk software tested can be run on someone else’s servers—a fact that could appeal to many owners of SMBs.

List of 10 Best Help Desk Software Tools

Help desk software are designed to help customers with their grievances, complaints and other concerns. In the olden days, help desks provided customer services in the form of representatives addressing problems posed by consumers. Back then, clients usually contacted companies by phone or email to inform these businesses of their queries and concerns.

However, in today’s world where competition is stiffer than ever, the importance of customer support has become so paramount that it can either make or break an enterprise. This is the reason why many businesses have been adopting help desk solutions in their bid to boost their customer services.

As the main goal of software use in any business process is automation, the same holds true for help desk solutions. These tools have at least three key components–Automation Suite, Ticket Management and Reporting and Optimization.

The Automation Suite essentially enables help desk personnel to redirect inquiries and concerns to staff who can satisfy consumers’ problems. This function likewise ensures that no ticket gets unanswered at the soonest possible time through automatically generated notifications.

The Ticket Management function is one of the most useful feature of help desk tools. It is through this feature that support executives are able to answer customer calls and log such communications with ease. It also enables customer support staff to receive and answer feedback from customers through social media.

Finally, the Reporting and Optimization function, which is perhaps the most important of the three, allows executives to capture important data on all critical areas of the help desk. It is through this feature that support managers gain an understanding of the current status of the organization’s help desk, through which improvements may be formulated and subsequently executed.

This functionalities are not the only reason why more and more businesses are adopting help desk solutions. Statistics on consumer behavior toward better customer service indicate that help desk software solutions are doing great in their job of boosting customer support by automating processes, which otherwise will be impossible to achieve.

But how does one go about choosing a help desk software? For starters, each solution should be evaluated by signing up for free trials when available. By doing this, one can test a product’s key features and potential benefits to the business. Business owners can also glean information regarding an app by reading review articles about them.

In this article, we will take an in-depth look at the list of 10 best help desk software tools in the market today. Their benefits, key features and suitability to different business operations will be discussed in detail.

ITIL Adherence

During testing, we discovered that some helpdesk software stood out from the others in one important way: adherence to the Information Technology Infrastructure Library (ITIL). ITIL is an established service framework used mainly by IT management companies. It is a set of best practices that include many checklists, procedures, processes, and tasks. Having ITIL effectively govern how your company does things can be both constraining yet beneficial depending upon your particular industry. We believe that ITIL should be followed whenever possible, even if it does seem to be a bit overbearing for smaller enterprises.

The helpdesk software tested falls into one of two camps: those that follow ITIL’s guidelines and those that don’t follow them. The more advanced services tested follow ITIL, including Freshservice, Jira Service Desk, and ServiceDesk Plus (SDP) 9.3. They would make more sense to larger businesses working in the service management industry, perhaps overseeing data centers or large corporations in which service-level agreements (SLAs) and penalties are more than simple buzzwords. If your business follows ITIL, then you should opt for a helpdesk software offering that adheres to ITIL’s framework.

But not all businesses that need helpdesk software follow ITIL or even need to. For example, if you are a software developer looking for something to handle incoming support requests from customers, then strong change management (something ITIL governs) probably isn’t something you need. And Freshdesk, one of the helpdesk software offerings tested, is not likely to be useful to a company that’s in charge of maintaining a large data center. Some businesses that don’t adhere to ITIL may focus more on customer service where tickets generated from social media are offered. These businesses would benefit from helpdesk solutions such as Cayzu, HappyFox, and Zendesk Support. So, first determine whether or not ITIL is something your business needs to follow, and then shop accordingly.

Key Capabilities

All of the helpdesk software tested contains key features required to make the grade as even the most rudimentary of helpdesk apps. Some of those common features include giving agents the ability to create support tickets, edit the tickets, and then close the tickets when the issue or question has been resolved. This ticket handling, and whether or not they do it well, was one of the basic standards we had in mind while testing the helpdesk software. Another feature common to all of the helpdesk software tested includes the ability to receive tickets by email. And finally, most of the helpdesk software offers a knowledge base, which provides different content for agents and customers. Freshdesk, for example, lets you create separate sections of the knowledge base that are accessible only to some of your customers or you can create private documentation for your agents with in-depth technical information.

Another key feature any good helpdesk app should have is the ability to communicate with other apps. The data gathered by service desk consoles can be invaluable to several other areas of the average business. For example, if you’re using your helpdesk app to handle customer service calls regarding a product or service the company is selling, then the data the system generates can give a serious boost to your customer relationship management (CRM) database, thus empowering your sales staff. If you’re using social media as a service desk channel, then making sure your social media management tools are tracking customer interactions is another great data source.

These are all examples of very basic capabilities that any helpdesk software offering should provide. Most of the helpdesk software tested met these requirements so keep those basic requirements in mind as you read the reviews. HappyFox, Vivantio Pro, and Zoho Desk were among the four helpdesk software solutions that won our Editors’ Choice award. HappyFox will satisfy the customer service needs of SMBs while Vivantio Pro and Zoho Desk are more suited to large businesses with their focus on ITIL and asset management.

We have added Freshdesk to our list of Editors’ Choice winners in this category. The tool, and its sister solution Freshservice, recently underwent a major facelift, complete with added features that improve ease of use and continued functionality. As a result, Freshdesk has also been dubbed an Editors’ Choice tool. Freshservice, while certainly a top performer among internal helpdesk tools, was given a higher mark but still ranks a notch below Vivantio Pro, our leader for internal support.

1. Freshdesk

A cloud-based help desk solution, Freshdesk is a help desk software designed for small and large businesses.The software is built around important features such as multichannel capability, integrated game mechanics, multiple SLA policies and self-service portals. Standard features include ticketing, a community platform and a readily accessible knowledge base. Using Freshdesk, customer support personnel can convert emails into tickets, which facilitates faster response times and more accurate service. The vendor also a great free trial plan that lets you test all the important features of the software first. You can easily sign up for Freshdesk free trial here.

This award is given to the best product in our Help Desk Software category. It highlights its superior quality and underlines the fact that it’s a leader on the market.

The platform is embedded with capabilities like phone support, live chats and game mechanics. It seamlessly integrates with customer relations management software and multimedia tools, which include Google Apps, YouTube and Slideshare.

Freshdesk supports both Android and iOS-based applications, making for greater availability across all devices. It has the ability to automate the whole ticket management process, allowing for quick and accurate response to customer concerns. Its social media capabilities can monitor consumer posts about products, allowing customer service executives to nip potential problems in the bud before they get out of hand. This capability also enables businesses to promote their products through social media.

This are but some of Freshdesk’s key features and benefits. There are far more things that the app can do for your business. For those who need help desk solutions that work, Freshdesk is as good as they come.

2. LiveAgent

LiveAgent is a powerful help desk software that is suitable for just about business there is. It’s another contender on our list of 10 best help desk software tools. The app boasts of customer support technologies like live chat, email and social media integration. What differentiates LiveAgents from other solutions of its kind is that operation is quite easy to learn, which can be accomplished in but a few hours.

Apart from these, software users, even the smallest ones, are assured of 24/7 customer support. This is because all of the apps’ pricing plans carry the same customer support package. The vendor even guarantees that user concerns can be addressed up to the executive level. Now that is good customer service for a customer support solution.

LiveAget setup is uncommonly fast and simple, allowing users to reach not only current but potential customers as well. The software uses a single inbox to store customer emails. Sending, ticket storage and client requests are automatically done to prevent them from getting lost in the process stream. The inbox is likewise capable of answering requests because all data, which can be used to evaluate responses, are in the system.

Truly, LiveAgent is a one-stop-shop for all things related to help desk. Organizations are bound to benefit from its features and customer support.

3. Samanage

A cloud-based help desk software, Samanage is at the same time an information technology and asset management solution rolled into one. It enables users to send online requests, while allowing IT support personnel to access relevant asset configuration. The software is capable of streamlining processes such as tickets, fulfillment and service requests. A knowledge base can help customers find solutions to issues on their own, while optimizing customer service through processing assets insights.

The software provides users with much needed flexibility as it can integrate email with any business’ self-service portal and create and monitor the progress of SLA goals. It can also seamlessly integrate with popular business platforms such as Google Apps and Zendesk, among others. The application’s mobile browser, on the other hand, provides users with needed mobility.

Being an Enterprise Service Management application, Samanage can help IT streamline service requests and delivery. Its Service Desk enables IT personnel to cut down support workload and deliver excellent service. The whole lifecycle of an IT asset can also be overseen from start to finish. Such is achieved by monitoring asset configuration, operating system and device changes.

The application is easy to install on any device anchored on an operating system. It is deployed via active directory using group policy or domain login scripts. The dashboard is visually stunning. presenting values in metrics, graphs and key performance indicators, offering vital insights on all business incidents related to IT.

4. Zendesk

One of the most popular help desk solution currently in the market, Zendesk is a cloud-based platform aimed at both small and large business enterprises. The software is guaranteed to help organizations cut costs, ensure consumer satisfaction and boost employee productivity.

The platform can manage thousands of tickets in a single day, with integration with online channels such as email, chat and social media easy to achieve. Such integration aids companies in effortless tracking and delivery of customer support. Once installed, Zendesk can be accessed from any computer or mobile devices, making it ideal for small enterprises.

Deployment is a breeze as the software can be installed within minutes. It offers the ability to set up online service portals that are accessible 24/7, knowledge bases, along with online forums. This feature allows customers to search a solution to a particular concern themselves. In addition,Zendesk can be used to customize the help desk in accordance with a company’s brand, while providing tools to help businesses improve their image.

Aside from these, the solution can also serve as a reporting and analytics tool. With Zendesk, businesses can graph consumer satisfaction ratings and customer support team performance against specific targets. Other functionalities include integrations with business and productivity tools and multichannel customer support.

Zendesk is indeed a force to reckon with among help desk applications. Any organization in need of help desk automation should try it.

5. Freshservice

Freshservice is a cloud-based help desk platform designed to boost the customer service of just about any business. The software’s key features include a robust ticketing system, a knowledge base, CMDB and asset recovery. It can automate just about any task associated with customer support.

One can customize the application’s ticketing system to suit business needs using the provided field templates. The system also features notification alerts, service levels and escalations and proactive notifications. Also included is a plug and play Information Technology Infrastructure Library, which eliminates the need for consultations as it adheres to best practices. A self-service portal, meanwhile, enables users to raise tickets, check older tickets and browse the knowledge base. This portal allows customers to resolve issues and concerns on their own.

Freshservice also comes with a mobile app, which allows IT personnel to get the job done even if they are offsite. This feature permits teams to quickly resolve queries and complaints. End users are also given the capability to raise issues and request service from their mobile devices.

Being cloud-based, the software is maintenance-free and is capable of securing data and automating the whole help desk apparatus. Finally, with its flexible pricing plans the system attracts users from businesses of any size.

6. Desk.com

A popular help desk software, Desk.com is designed specifically for small and medium-size enterprises, but can also be useful to large companies. With the software, part-time agents can be added or removed when necessary, while customer concerns can be monitored and addressed using embedded social media solutions. These tools likewise enable users to monitor customer experience and offer social support when needed.

Mobility is another useful feature as the application supports Android, iOS, Blackberry desk and mobile browsers. Desk.com’s ability to capture consumer communications from phone, email, social media and chats allows customer support executives to monitor and respond to consumer concerns and queries. All these data are collected and stored and accessed through the software’s Universal Inbox.

The platform’s Desk Editor lets support teams come up with their own custom support center, which can be tailored to meet the design requirements of a business’ website. This support center can be updated and customized, with a community discussions feature easily integrated into websites.

The platform also has the ability to provide customer support in 36 languages through its intelligent content management feature. Individual languages can be assigned to agents in accordance with fluency. Likewise, mobility does not pose a problem to Desk.com users. The app supports any mobile device that has an Internet connection. Mobile features include email replies, notifications and a mobile support center.

7. Salesforce Service Cloud

Salesforce Service Cloud is a customer support solution that uses just about any business channel to engage and interact with consumers. Customer issues and concerns are effectively managed using a single interface that can be accessed by devices such as laptops, tablets or smartphones.

The system features an extensive knowledge base that is readily accessible to customers, through which they can interact with other community members. This allows consumers to resolve issues on their own, which can lead to customer loyalty and better customer retention. Salesforce can seamlessly integrate with other products and third-party apps. Also, the platform combines every help desk function to form a single platform, from which agents can provide speedy and efficient customer support.

Priding itself as a predictive service, Salesforce provides highly-personalized support, making consumers feel special. This feature also helps identify concerns and troubleshoot problems even before they occur. A smart collaboration suite, meanwhile, further boosts customer service efficiency. With this feature, agents can share their areas of expertise and provide relief to each other whenever the need arises. The suite also allows for document sharing among agents, enabling them to discuss customer concerns at a very early stage.

Truly, Salesforce is one of its kind. A help desk tool that can greatly benefit businesses and customers alike.

8. TeamSupport

A total help desk suite, cloud-based TeamSupport opens all communication and collaboration channels among support personnel. It likewise boosts customer service through streamlining interdepartmental relationships and resource and client management. The platform is ideal for use by both small and large businesses owing to its scalability.

The software has a mobile version, which supports Android, iOS, Blackberry and Windows Phone. This feature provides both agents and customers with access to the tool even while on the go. Key features include customer self-service portals, live chat, ticket management and screen recordings, among others. TeamSupport’s embedded live chat enables support teams to have conversations in real-time anytime, anywhere.

Small businesses are seen to benefit most from the application as it is easy to setup, with usage much easier to learn. Startups can maximize their product’s value by availing of the platform’s technical assistance. TeamSupport’s cloud deployment also eliminates the need for complicated installations and maintenance hassles.

Using the application, agent performance during engagements is individually evaluated, a useful feature for those who want to come up with good practices while efficiently serving consumers. An equally useful feature is the software’s capability to allow users to browse system content. This knowledge base can help customers find answers to their own inquiries. However, a service portal that is accessible 24/7 can still be used in the event customers fail to find answers in the knowledge base.

With all these functionalities and more, TeamSupport is undoubtedly among the best in its class of help desk platforms. For startups, it just might be the customer support app that would propel their businesses to new heights.

9. Help Scout

Help Scout is a help desk software aimed at small and medium enterprises and freelancers. The software’s shared inbox allows customer support teams to collaborate on customer service issues and queries. This feature also makes for quick and simple response to emails.

What sets Help Scout apart from its competitors is its ability to integrate with more systems than any other provider. On top of this, these integrations are not confined to enterprise grade users, making it available to anyone for that matter. Flexible pricing schemes also contributes to the application’s appeal, with plans designed to meet the need of almost all types of clients.

Help Scout allows support teams to communicate with consumers through a variety of channels, doing away with long lines of customers who are looking to solve problems associated with a product or service. This support efficiency is sure to lead to new customers.

Another great thing about the software is that it takes but a short time for customer support personnel to learn how to use the system. Upon getting the hang of using Help Scout, users can maximize benefits by using its many features to boost customer service.

The system can automate a variety of custom actions, among them is the ability to allow teams to collaborate on concerns before responding to queries. Aside from this,the platform allows users to create their own knowledge bases, using its integration capabilities to import data. Currently the software can seamlessly integrate with over 20 third-party apps and systems.

10. BlackBeltHelp AI

BlackBeltHelp AI touts a reliable artificial intelligence to effectively address IT, enrollment, and admissions-related concerns in higher education institutions. Through sheer automation and the capability to handle multiple users at the same time, its AI halves the cost and manpower needed for handling your help desk processes.

Fast response times, reduced rates of human error, fast routing of calls and emails to qualified support agents, and lower agent burnout rates are some of the benefits of BlackBeltHelp AI. Basically, this platform makes it easy to cope up the ever-increasing demands of students, faculty, and staff while being able to effectively address their concerns in a timely manner.

BlackBeltHelp AI is capable of handling both simple and complex tasks. For example, it can be integrated with your password manager for fast resolution of password reset requests from students. The artificial intelligence can also be set to respond with personalized messages for a more approachable and human approach to conversations. Because your help desk processes is powered by an AI, you can provide a 24/7 help desk platform for all concerns.

So there you have it. The top 10 help desk software in today’s market. Which ever you decide to choose, make sure that it has all that you need because for sure each one has something that you can use.

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