What is a Help Desk Software?
Help Desk Software allows organizations to manage and streamline IT support and customer service operations. It provides a centralized platform for handling and tracking customer requests, technical issues, and other service-related inquiries. Agents can create, track, and manage support tickets or service requests. Tickets contain information about the issue, its status, priority, and history of interactions. Users can submit service requests or issues through various communication channels, including email, web forms, chat, phone, and social media. In addition, agents can automate routine tasks, such as ticket routing, categorization, and sending automated responses.
Help Desk Software enables agents to collect feedback from customers through surveys, ratings, and comments to measure satisfaction and identify areas for improvement. Allows users to request services or resources from a predefined catalogue, streamlining the process of making non-technical service requests. It provides live chat functionality to offer real-time assistance to customers or employees who require immediate help.
Features of a Help Desk Software
List of Help Desk Software
When you start looking for the best help desk software, it is easy to get overwhelmed with the list of options available. Here is the handpicked list of help desk software to choose as per your requirement:
1. HESK
HESK is a free and web-based help desk software that allows organizations to manage customer support tickets efficiently. Agents can set up automated responses and use pre-defined templates for common queries to provide quicker resolutions to customers. Allows users to merge related tickets, consolidating information and preventing duplication. In addition, agents can track the time spent on each ticket for performance analysis and resource management.
Key Features:
- Agents can record a history log for each ticket, allowing support agents to review past interactions and resolutions
- Agents can add custom fields to tickets to capture specific information relevant to their organization
- Agents can gather feedback from customers through surveys to measure customer satisfaction and identify areas for improvement
- Users can attach files and documents to support tickets for better communication
To know more about HESK Help Desk Software features and product options, click here to continue.
2. JitBit
JitBit Help Desk is a help desk software designed to streamline customer support and issue resolution processes. It supports multiple communication channels, such as email and web forms. Agents can use canned responses or predefined templates for common customer queries to respond quickly to recurring issues. In addition, businesses can automate workflows to streamline repetitive tasks and route tickets to the appropriate support agents.
Key Features:
- Allows multiple team members to share views and notes to enhance teamwork
- Allows businesses to track the time spent by agents on specific tickets or tasks
- Users can integrate with chat tools for real-time communication with customers, including from chat to ticket creation for issue resolution
- Agents can collect and analyze customer feedback using surveys or ratings to gauge customer satisfaction
To know more about JitBit Help Desk Software features and product options, click here to continue.
3. Zoho Desk
Zoho Desk is a help desk software designed to streamline customer support operations. Businesses can automate workflow to streamline repetitive tasks, including ticket assignments, follow-ups, and other processes. Agents can create and track tickets through various channels, including email, chat, phone, and social media. In addition, agents can create and send surveys or feedback forms to customers to collect feedback to gauge satisfaction and identify areas for improvement.
Zoho Desk allows businesses to track time spent by support agents on each ticket, providing insights into resource allocation and productivity. Agents can access customer interaction history and contextual information during support interactions to enhance personalized service.
Key Features:
- Businesses can track key support metrics and performance indicators to analyze trends and make informed decisions
- Agents can create custom fields, ticket forms, and branding options for a personalized customer experience
- Businesses can integrate with social media platforms for tracking and responding to customer inquiries on social channels
- Allows multiple team members to share views and notes to enhance teamwork
To know more about Zoho Desk Help Desk Software features and product options, click here to continue.
4. Cayzu
Cayzu is a cloud-based help desk software that allows agents to manage and track customer support tickets, such as prioritizing, categorizing, and assigning tickets to appropriate agents. Businesses can automate repetitive tasks, such as ticket routing, assignment, and follow-ups to improve response times. Businesses can maintain profiles for each customer and assist in troubleshooting and providing targeted support for specific products or services. In addition, agents can create and use templates for common communication scenarios to ensure consistency in responding to customer inquiries.
Cayzu provides a self-service portal for customers to find answers to common questions and enables customers to troubleshoot issues and submit tickets independently. Businesses can track and analyze key metrics such as ticket volume, resolution times, and customer satisfaction to identify areas for improvement.
Key Features:
- It facilitates collaboration among support agents and ensures that agents can work together efficiently to resolve customer issues
- Agents can conduct surveys to collect feedback from customers to gain insights into the customer support experience
- It supports multiple communication channels, including email, live chat, and social media
- Businesses can track the time spent by support agents on each ticket or task to track performance
To know more about Cayzu Help Desk Software features and product options, click here to continue.
5. HappyFox
HappyFox is a help desk software that allows businesses to manage customer inquiries, such as prioritizing, categorizing, and assigning tickets to appropriate agents. Businesses can automate routine tasks such as ticket routing, assignment, and follow-up. Businesses can create self-service portals for customers to find information, submit tickets, and track their requests without direct agent assistance. In addition, it enables agents to merge related tickets or split a single ticket into multiple if it involves different issues.
Key Features:
- Agents can manage customer interactions across various communication channels, including email, chat, social media, etc
- Businesses can track key performance indicators (KPIs), monitor agent performance, and gain insights into support trends
- Agents can collect and analyze customer feedback to measure satisfaction levels and identify areas for improvement
- Businesses can track the time spent by support agents on resolving tickets for performance analysis and billing purposes
To know more about HappyFox Help Desk Software features and product options, click here to continue.
6. LiveAgent
LiveAgent is a help desk software that enables organizations to organize and prioritize customer requests. Allows users to automate repetitive tasks, such as ticket routing, assignment, and predefined responses, to improve efficiency and response times. It provides customers with a portal where they can submit and track their requests, view knowledge-base articles, and access relevant information. In addition, businesses can automatically assign tickets to the right support agents based on predefined criteria, such as skills, workload, or expertise.
LiveAgent enables customers to attach files when submitting requests and enables support agents to share documents, screenshots, or other files to assist customers more effectively. Agents can use predefined responses or templates that support agents can use for common queries to ensure consistency and save time when responding to frequently asked questions.
Key Features:
- Agents can monitor and manage customer interactions on social media platforms directly from LiveAgent
- Agents can track the time spent on each customer interaction or ticket to analyze support team productivity
- Users can track and analyze key performance metrics to gain insights into support team performance and customer satisfaction
- Businesses can set and manage SLAs to ensure timely responses to customer issues
To know more about LiveAgent Help Desk Software features and product options, click here to continue.
7. Freshdesk
Freshdesk is a cloud-based help desk software to streamline customer communication and support processes. Agents can centralized ticketing to manage customer inquiries, issues, and requests and automate ticket creation and assignment based on predefined rules. Agents can segment and prioritize customers based on factors, such as ticket history, urgency, or customer profile. In addition, businesses can track the time spent by support agents on resolving each ticket to provide insights into resource utilization and efficiency.
Freshdesk allows agents to set and manage SLAs to ensure that customer issues are resolved within specified timeframes to maintain service quality. Agents can collect customer feedback through satisfaction surveys to measure and improve customer satisfaction levels.
Key Features:
- Businesses can track and analyze team performance, customer satisfaction, and support trends
- Agents can share internal notes and ticket views to facilitate teamwork among support agents
- Agents can monitor and manage customer interactions on social media platforms directly from the help desk software
- Agents can communicate with customers via various channels, including email, chat, phone, and social media
To know more about Freshdesk Help Desk Software features and product options, click here to continue.
8. Jira Service
Jira Service is a help desk software that enables organizations to manage and track incoming service requests and incidents. Businesses can automate repetitive tasks and workflows such as assignments, status transitions, and notifications. It facilitates collaboration among team members through comments and attachments on issues and mentions users to bring their attention to specific items or discussions. In addition, it allows customers to submit and track their requests and find solutions to common issues through self-service.
Key Features:
- Businesses can collect feedback on service interactions to measure and analyze customer satisfaction to identify areas for improvement
- Users can manage and track changes to configurations or processes to ensure proper approvals and documentation for change requests
- It provides role-based access control who can view, edit, or manage specific parts of the system
- Agents can define and enforce SLAs to ensure timely response and resolution of issues
To know more about Jira Service Help Desk Software features and product options, click here to continue.
9. TOPdesk
TOPdesk is a help desk software that enables businesses to log, track, and resolve incidents reported by users. Businesses can automate routine and repetitive tasks to ensure consistent and timely handling of common processes. Agents can collect feedback from users on the quality of support and services to measure customer satisfaction and identify areas for improvement. In addition, agents can resolve recurring issues by identifying and addressing their root causes and facilitating proactive problem resolution to prevent future incidents.
Key Features:
- Businesses can integrate with other systems, such as email, and Active Directory for seamless data flow
- It provides a portal for users to submit requests, report issues and track their requests
- Agents can gain insights into service management activities to identify trends, measure performance, and make informed decisions
- Businesses can define and manage service level agreements (SLAs) to ensure that service commitments are met and tracked
To know more about TOPdesk Help Desk Software features and product options, click here to continue.
10. Mojo
Mojo is a cloud-based help desk software that enables businesses to centralize the ticketing system to create, track, and manage customer support requests. Businesses can automate ticket routing based on predefined rules and criteria to ensure that tickets are assigned to the most appropriate support agents. Agents can send email notifications and updates to keep customers informed about the status of their tickets. In addition, it provides a self-service portal where customers can submit and track their support requests without direct assistance.
Key Features:
- It supports various communication channels, including email, web forms, and possibly integrations with other communication platforms
- Agents can set and enforce service-level agreements to ensure timely responses and resolutions to customer issues
- Agents can collect and analyze customer feedback using surveys or ratings to gauge customer satisfaction
- Allows businesses to track the time spent by support agents on individual tickets and tasks
To know more about Mojo Help Desk Software features and product options, click here to continue.
Conclusion
Help Desk Software provides a self-service portal or knowledge repository where users can access FAQs, articles, documentation, and troubleshooting guides to find solutions to common issues independently. Agents can track key performance indicators (KPIs), gather insights, and generate reports on support team performance, issue resolution times, and customer satisfaction. In addition, organizations can store and retrieve documents and files related to service requests and support processes.
