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Help Desk Software


 
Freshservice logo
 
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read More
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Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read More
 
ConnectWise logo
 
ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses... Read More
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ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses... Read More
 
Zoho Desk logo
 
Zoho Desk (formerly Zoho Support) is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management... Read More
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Zoho Desk (formerly Zoho Support) is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management... Read More
 
InvGate Service Desk logo
 
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read More
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InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read More
 
JIRA Service Desk logo
 
Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments. Jira Service... Read More
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Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments. Jira Service... Read More

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ManageEngine ServiceDesk Plus logo
 
ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read More
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ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read More
 
Vivantio Pro logo
 
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read More
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Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read More
 
C2 ATOM logo
 
C2 ATOM is an IT service management solution that helps users manage and automate requests, assets and tasks. Service desk features are built around filtered service catalogs and can be customized to meet the specific requirements... Read More
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C2 ATOM is an IT service management solution that helps users manage and automate requests, assets and tasks. Service desk features are built around filtered service catalogs and can be customized to meet the specific requirements... Read More
 
Cayzu logo
 
Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite. The software... Read More
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Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite. The software... Read More
 
Service Desk logo
 
Service Desk is a service management solution that offers customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within one system. These applications can either be installed... Read More
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Service Desk is a service management solution that offers customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within one system. These applications can either be installed... Read More

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ConnectWise Control logo
 
ConnectWise Control is cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point for technicians and customers, enabling them... Read More
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ConnectWise Control is cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point for technicians and customers, enabling them... Read More
 
LiveAgent logo
 
LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More
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LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More
 
Wrike logo
 
Wrike offers cloud-based work management solution that facilitates project management and team collaboration for marketing and creative teams. Users can manage external and internal requests with built-in forms and automatically assign... Read More
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Wrike offers cloud-based work management solution that facilitates project management and team collaboration for marketing and creative teams. Users can manage external and internal requests with built-in forms and automatically assign... Read More
 
Dixa logo
 
Dixa is a cloud-based customer service help desk that allows agents to deliver support on phone, email and chat. Built for inbound call centers, contact centers and small businesses, users can access the platform from anywhere in their... Read More
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Dixa is a cloud-based customer service help desk that allows agents to deliver support on phone, email and chat. Built for inbound call centers, contact centers and small businesses, users can access the platform from anywhere in their... Read More
 
MSP Anywhere logo
 
MSP Anywhere is a cloud-based help desk solution for for small to midsize Managed Service Providers (MSPs) and IT service providers. Key features include live chat, file transfers, session recordings, user management and queuing. It... Read More
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MSP Anywhere is a cloud-based help desk solution for for small to midsize Managed Service Providers (MSPs) and IT service providers. Key features include live chat, file transfers, session recordings, user management and queuing. It... Read More

Call us for a free FastStart Consultation: +1 844 746 1795


 
Cloud Service Management logo
 
Cloud Service Management, by ServiceAide, is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management, and Knowledge Management. Cloud Service Management is used in a variety... Read More
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Cloud Service Management, by ServiceAide, is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management, and Knowledge Management. Cloud Service Management is used in a variety... Read More
 
Helpshift logo
 
Helpshift is a cloud-based help desk platform designed for mobile apps wanting to improve customer engagement. Key features include embedded chat, searchable FAQs and issue ticketing. Helpshift in-app campaigns allow users to segment... Read More
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Helpshift is a cloud-based help desk platform designed for mobile apps wanting to improve customer engagement. Key features include embedded chat, searchable FAQs and issue ticketing. Helpshift in-app campaigns allow users to segment... Read More
 
SeamlessDesk logo
 
SeamlessDesk is a cloud-based help desk solution that lets customers create tickets to address issues. Key features include time tracking, ticket management and agent inbox management. SeamlessDesk’s ticket submission form helps... Read More
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SeamlessDesk is a cloud-based help desk solution that lets customers create tickets to address issues. Key features include time tracking, ticket management and agent inbox management. SeamlessDesk’s ticket submission form helps... Read More
 
Help Scout logo
 
Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More
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Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More
 
ServiceWise logo
 
ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows,... Read More
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ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows,... Read More
 

FrontRunners® for Help Desk Software, January 2018

Powered by Gartner Methodology

What Is the FrontRunners Quadrant?


A Graphic of the Top-Performing Help Desk and ITSM Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 465 Help Desk products. Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?


Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

  • Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.
  •  
  • Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.
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  • Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.
  •  
  • Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

Depending on the specific needs of a software buyer, a product in any of these sub-quadrants could be a good fit.

Why? To even be considered for this FrontRunners, a product had to meet a minimum user rating score of 3.0 for capability and 3.0 for value. This means that all products that qualify as FrontRunners are top-performing products in their market. They appear in the quadrant in relation to how their peers performed.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, buyers needing only basic help desk functionality—ticketing, for example—could begin their search with products listed in the Masters or Contenders quadrants.

On the other hand, buyers needing more comprehensive feature sets, and those needing a specialized or relatively advanced feature—like app stores and service catalogs—could begin their search with products listed in the Leaders or Pacesetters quadrants.

You can download the full FrontRunners for Help Desk report here. It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?


Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here, but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 10 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, all help desk platforms need to be designed to manage IT services and devices, and offer some form of ticketing functionality.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?


Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

  • Simply take this short questionnaire to help us match you with products that meet your specific needs.
  •  
  • Or, talk to one of our experienced software advisors about your needs—it’s quick, free, and there’s no-obligation—by calling (844) 687-6771.

One Last Thing—How Do I Reference FrontRunners?


Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

FrontRunners scores and graphics are derived from individual end-user reviews based on their own experiences, vendor-supplied information and publicly available product information; they do not represent the views of Gartner or its affiliates.

Runners Up

Providers listed as Runners Up were considered for inclusion in the quadrant, but were ultimately not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

1CRM
8x8
A1 Tracker
Abhisi
Accuratix
Acobot Live Chat Robot
ActiveCampaign
AddressTwo
Adobe Marketing Cloud
Advisor
AffinityLive Service
AgentCubed
Agile CRM
AIhelp
AJ Help Desk
Allbound
Alloy Navigator
Alloy Navigator Express
Amity
AMPRO
Answerbase
AnswerHub
Aplicor 3C
Apptivo Suite
Ascend - Physician Relationship Management System
AsisteClick
Aspect Zipwire
Asset Management IT
Asset Management Servicenow
Asset Panda
Asset Track
Asset Vision
Asset VUE Inventory
AssetCloud
AssetLabs Streamline
AssetManage
Assets
AssetStudio
assyst
Atemis CRM
Atera
Automational - CRM
Autotask
Auvik for MSPs
Axence nVision
AzureDesk
Backup and Recovery
BarCloud Assets
BarScan
Base
Batchbook
BeAnywhere Support Express
BelManage
BigPanda
Bitrix24
BizChatBox
Black Duck Hub
Blesk
Bloomfire
Blue Mountain RAM
BlueCamroo
BlueFolder
Bomgar
Bornevia
BP Logix Process Director
bpm'online
bpm'online sales
Brand Embassy
BusinessMan CRM/ERP
bxp software
C-Desk
C2 ATOM
CA Release Automation
CA Service Desk Manager
CAFM Explorer
CallPro CRM
CallTaker
Capsule
Casengo
Cayzu
ChangeGear
ChangeGear Service Desk
Chataroo
Chatwee Social Chat Widget
Clarity Connect
Claritysoft CRM
ClickDesk
CLOHC
Close.io
Cloud Lifecycle Management
Cloud Management Suite
CloudMonix
CMDBuild
ComAround Knowledge
Commence
ConnectWise Automate
ConnectWise Control
Continuum
ConvergeHub
CoolaData
Coredoc
Cosential
CRMnext
Cugic
CustomAnswers
CustomerWise
CXM
Cynergy Help Desk Software
Dell KACE
Desk.com
DeskCenter Management Suite
Deskero
DeskPRO
Desktop Central
Deskun
devContact
Device42
DevOps board
Dezide
DominateRFID
Domotz PRO
EasyVista
eBizzers Desk
EBSuite
eHelpDesk
Elementool
elevio
EvantoDesk
Everbridge IT Alerting
Everest
everything HelpDesk
eyeShare
EZOfficeInventory
Facil HelpDesk
Faveo Helpdesk
Field Force Tracker
FieldAware
FieldPower
FIT | HelpDesk
Flexera
FlexNet Manager Suite
FocalScope
Focus Desk
Footprints
fred knows
Freshchat
Freshdesk
Front
frontdesk.ai
FuseDesk
Gemini by Countersoft
GigaTrak Asset Tracking System
GleanView
GoCodes Asset Management
Gold-Vision CRM
Google Cloud Platform
Gorgias
GoToAssist
Goverlan
GreenRope
Groove
GuideTi
HappyFox
Hardcat
Harmony PSA
Heat software
Help Desk Management
Help Desk Migration
Help Desk Premier
Help Scout
HelpCrunch
Helpdesk Office
HelpdeskEddy
Helpjuice
HelpMaster
HelpOnClick Live Chat Software
Helprace
Helpshift
HelpSpot
Helpsumo
Highrise
Honcho CRM
Hotline
HP Service Anywhere
HPE Service Manager
icomplete CRM
iET ITSM
iFormBuilder
IFS Applications
iGloo
iHelpdesk
ilos
Impel
IncidentMonitor
inContact Cloud Contact Center
InfoFlo
Infor CRM
Infor EAM
Infor Service Management
InStream
Integria IMS
Interakt
Intuit QuickBase
InvGate Assets
Issuetrak
IT Pro Dashboard
ITAM
ITRP
iuvoDesk Help Desk
Ivanti
Jamf Pro
JDisc Discovery
JitBit Help Desk
Jive-n
Kapture CRM
karmaCRM
Kaseya BMS
kintone
KnowledgeOwl
Koho Service Desk
KronoDesk
Kwok Information Server
LANDESK Management Suite
Lansweeper
Launchpad Marketing Cloud
LBi HR HelpDesk
LDAPTive
Lessonly
Lessons Learned Database
Lighthouse Field Service
Live Chat
LiveAgent
LiveHelpNow Suite
LiveZilla
Loggly
Logicalware
LogicBox CRM
Logikcull
LogMeIn Central
LogMeIn Pro
LogMeIn Rescue
Lync Adapter
Magentrix Customer and Partner Portals
Magentrix Social Intranet
ManageEngine AssetExplorer
ManageEngine OpManager
ManageEngine SupportCenter Plus
MangoApps
MAX Remote Management
Maximizer CRM
Merge PACS
mHelpDesk
Microsoft Dynamics 365
Microsoft Dynamics CRM
MIST.Remote
Monet Live WFO
Mothernode CRM
Mproof
MSM
MSP RMM
mspStack
My eToolbox
MyHub
N-central
NABD System
Nagios Network Analyzer
Nagios XI
Nanorep
NetHelpDesk
NetSuite
NetSuite CRM+
NetSupport DNA
NetZoom
Nimble
NinjaRMM
Noveldesk
Novo Asset Management
Novo Help Desk Software
Nutshell
OASIS by IntelliTek
OMNITRACKER
OnContact CRM 7
OneDesk suite of products
OneSoft Connect
ONEview - IT Asset Management Software
Open iT LicenseAnalyzer
OpenLM
Optsy
Oracle CX
Oracle E-Business Suite
Oracle Right Now
Oracle Sales Cloud
Oracle Siebel CRM
osTicket
OTRS
Oxygen Service Desk
PagerDuty
Parature
Passport Inventory
Pega CRM
PeopleSoft Asset Management
PeopleSoft CRM
PeopleSoft Enterprise HelpDesk
PHC FX
Planio
PlanPlus Online
Platformax
Primavera EAM
ProBusinessTools
PROMYS
ProProfs Chat
PRTG Network Monitor
Pulseway
QA Test
QuickBase
Quiq Messaging
RAM Asset Tracking
RAYNET CRM
Re:Desk
Really Simple Systems
Reamaze
RedBeam Asset Tracking
RedHorse CRM
RedSeal Network Advisor
Remedyforce
RepairShopr
Requestor
ReServe Interactive
Results CRM
REVE Chat
Revulytics Usage Intelligence
RightNow CX
Rosmiman IWMS
Routezilla
Sage CRM
Sales Rabbit
Salesforce
Salesforce.com Service Cloud
SalesNexus
SalesNOW
SalesOutlook CRM
SAP CRM
SAP Digital CRM
SAP Hybris
SapphireIMS
SchoolKeep
Seamless Desk
SeeControl
Sellf CRM
Sellsy
Service Transaction Portal
ServiceAide Cloud Service Management
ServiceLedger
ServiceNow Express
ServiceTonic
ServiceWise
ShareNet Asset Management
smartImager
SmartSupport
Snapforce
Socious Online Community
Soffront CRM
SoftVu
Solve CRM
SpiceCSM
Sprinx CRM
SugarCRM
Sugester
SuiteCRM
Sunbird DCIM
SupaTools
SupportBee
Supportbench
SupportDesk ITSM
SureHelp
SWAG Client
Symantec Ghost Solution Suite
Symphony SUMMIT
syslink Xandria
Tagove
Talkus
Tallium
TD/OMS
TeamHeadquarters
Teamleader
TeamSupport
Teamwork Desk
Techinline FixMe.IT
TechSuite
Teckst
Tele-Support HelpDesk
Test Lodge
The Nexus App
The Service Program
Think Help Desk
Ticksy
Tidio Chat
Tigerpaw Software
Tivoli Service Request Manager
TOPdesk
Total Network Inventory
TrackerRMS
TrackVia
Trakdesk
TRAXX
unitworx
UseResponse
UserVoice
UVdesk
VeriShow
versaSRS HelpDesk
vFire
viCloning
VictorOps
VisionFlow
Visual Asset Manager
Vitalblocks CRM
Vivantio
Vocalcom
Vorex Project Management Suite
WalkMe
Wasp Inventory Control
Web Help Desk
Web Suite Pro
Web+Center
WebCheckout
WhiteSource
WiseTrack
wordDev Support Desk
Workbooks CRM
WORKetc
XIA Configuration
xMatters
XSellco Fusion
XWiki
Yonyx
Zendesk
Zenoss Service Dynamics
Zingtree
Zoho Assist
Zoho CRM
ZupportDesk

Note: We discovered and corrected a data error that impacted one vendor on the FrontRunners for Help Desk, TeamSupport. As a result, on October 21 an updated quadrant was published. There were no other material changes to the other products on the FrontRunners for Help Desk quadrant.

Buyer's Guide

by Andrew Friedenthal,
Market Research Associate
Last Updated: June 22, 2018


Help desk software solutions vary in functionality, pricing and underlying technology. We’ve created this buyer’s guide to assist potential purchasers in determining which help desk software best fits their needs. Here’s what we’ll cover:

What Is Help Desk Software
Common Features of Help Desk Software
Why Do I Need Help Desk Software?
Benefits of Help Desk Software
Market Trends to Understand
The Vendor Landscape
Recent Events You Should Know About

What Is Help Desk Software?

Traditionally, the term “help desk” has generated some confusion since it can refer to two different types of support organizations: teams that serve external customers (consumers or businesses that have purchased goods or services from your company), and teams that serve internal customers (employees).

We describe these two use cases in greater detail later in the “Help Desk Software Landscape” section of this guide. But in either instance, help desk management software stores customer information in a searchable database, tracks interactions and automates the issue resolution process using an issue tracking system. This core functionality increases efficiency and organization.

When someone contacts the service desk by phone, Web form, email or other means, the system creates an electronic trouble ticket. Technicians or customer service representatives (CSRs) record details about the incident or problem, or review what the customer has entered if submitted using a self-service tool. The responder marks it as resolved once the issue is handled, or escalates the issue to a specialist or executive if needed.

Tickets are associated with customer profiles, which include the customer’s contact information and potentially purchase history or assets. This allows agents to see a customer’s entire interaction history.

Freshdesk_Ticketing_Dashboard

Example of a dashboard from Freshdesk

With some systems, the handling process can be standardized with workflow rules and canned responses. As an agent completes one task, they might choose a follow-up step from a dropdown menu and set a due date. This way nothing falls through the cracks and agents stay efficient and on track.

Some systems allow users to link incidents by issue type, so responders can refer back to a resolved issue when they encounter a similar problem.

Zendesk-Linking-Incidents

Example of incident linking from Zendesk

Common Features of Help Desk Software

In addition to this core functionality, the best help desk support software vendors might offer some or all of the following differentiating capabilities.

Knowledge management system This describes a repository of descriptions to common or previously resolved problems. These resources might be available publicly via a customer self-service website, or reserved for internal use by CSRs and technicians. Most knowledge bases incorporate advanced search technologies to help users find the the right answer. Some may autosuggest queries or articles as the user types.
Self-service Customers use these online portals to search for solutions to their problems. Self-service resources can include product documentation, downloadable patches, searchable FAQs, how-to pages or forums and other types of user communities. If the customer can’t find a solution, self-service tools often let them submit issues online.
IT asset management systems/network management Asset management tools inventory and track changes to hardware and software configurations, while network monitoring tools oversee the health of servers and other network components. These functions are sometimes offered through integrations with IT service management (ITSM) tools.
Reporting Management uses reporting tools to monitor overall service desk performance and agent productivity. Performance metrics frequently include total open issues; issue resolutions by date, shift or agent; average time to resolution; customer satisfaction and more.
Mobile support Many vendors offer a mobile Web or mobile application version of their solution. Agents use these tools to manage tickets, record customer data, access the knowledge base, view reports and perform other issue resolution activities from their smartphone or tablet.
Service Level Agreement (SLA) management SLAs guarantee to customers that issues of a certain type will be addressed or resolved within a certain time frame, among other service guarantees. These features allow users to set prioritization triggers, automatic escalations and other custom rules to ensure applicable issues are handled in compliance with an SLA.
Remote support This module allows technicians to access and control a customer’s computer from a remote location, facilitating remote diagnosis and resolution with minimal customer involvement.

Why Do I Need Help Desk Software?

Imagine an employee clicks on a Malware-infected link in an email. The virus attacks their computer and systematically copies and erases all their files. But it gets worse.

That email was sent to everyone in the company. While IT scrambles to take calls, employees continue to open infected emails, sensitive company data is exposed and work time is lost while employees wait for help. Without the right software—or an army of IT staffers—this problem could take a millennium to untangle.

Instead, the IT responder could create a digital trouble ticket when the first call came in. As he or she figured out the solution or escalated it to the appropriate team, they could record that information in the knowledge base. Then for every subsequent call, the service desk would have the answer ready and waiting to respond with a template email.

At the same time, the help desk could post that information in a self-service forum or employee-accessible knowledge base to cut down on calls and service requests. Once the problem was solved, management could use analytics to evaluate the response time and process to make improvements in the event of another Malware incident.

As this example demonstrates, help desk software allows companies to quickly address IT crises. At the same time, organizations gain efficiency in ongoing IT management duties. This includes savings through automation, workflow tools and self service. Many systems will integrate best practices from the ITIL (IT Infrastructure Library), which is a globally recognized set of guidelines for the IT Service Management industry.

Properly implemented, help desk systems can improve operations in five primary ways:

  • Minimize employee work lags from unsolved tech issues;

  • Automate issue triaging, escalation and prioritization;

  • Reduce manpower costs through self-service;

  • Identify and address recurring issues and,

  • Provide transparency into every service request from creation to resolution.

Benefits of Help Desk Software

Better problem tracking and organization. Help desk systems increase organization by providing a single repository for agents to enter, track and resolve cases. This prevents issues from falling through the cracks. Users also increase efficiency with workflow rules that standardize business processes.

Reduced service costs. These systems automate processes so agents can handle issues faster and process more per day. This increased productivity can reduce the number of agents needed. Reporting also enables managers to identify and address drops in productivity, so they don’t continue to impact performance.

Increased customer satisfaction. Whether internal or external, customers who have their issues resolved quickly are naturally more satisfied. For incidents that require more time to resolve, customers are still more satisfied having their issue acknowledged immediately and escalated efficiently.

Improved knowledge sharing. This technology documents successful resolutions and makes them searchable, so agents can quickly recall and reuse past solutions to a recurring issue. In some cases, solutions can be automatically entered into a knowledge base to facilitate customer self-service.

Market Trends to Understand

It’s important to keep the following industry trends in mind when conducting your help desk software comparison.

Social media integration is becoming a help desk software mainstay. A recent NMincite report found that as many as 47 percent of all social media users (59 percent for those 18-24 years old) have sent customer service requests through Facebook, Twitter and other social channels. As a result, companies need tools for processing these issues just as they would tickets from any other channel. Vendors such as Desk.com and Zendesk now integrate with social to automatically prioritize and route such requests.

Gamification is increasingly used as a motivational tool. IT and customer service jobs are among the most difficult positions to keep filled. Some companies have turned to gamification as a method for maintaining service desk employee engagement. Companies such as Badgeville integrate with trouble ticket technology to reward agent productivity with redeemable points and other rewards. Workers gain a sense of accomplishment as they see scores improve and move higher on leaderboards.

Help_Desk_Gammification_Leadboard

A sketch of what a help desk leaderboard might include

The Vendor Landscape

This technology can vary depending on whether they serve internal or external customers. Some products serve both.

Internal. This kind of IT support software typically serves employees, or “internal customers.” Most internal help desks serve the information technology (IT) needs of employees, but other examples exist, such as an internal human resources service desk for questions about employee benefits. Buyers of internal software for technical support often require integrations with ITSM tools such as Panorama9, Samanage IT Asset Management or Innotas if IT asset and network management features aren’t included in their help desk software package.

Popular vendors in this category include Zendesk, Spiceworks, ManageEngine, PhaseWare, Kaseya, SysAid and BMC Track-It.

External. This kind of service desk software serves consumers or businesses that have purchased products or services from the company providing the support. These desks could address IT problems or more general customer service issues. Because of the diversity of companies, customers and industries that have external service desks, buyers of this technology might require the ability to integrate with call center software, marketing automation and sales force automation systems.

Popular vendors in this category include Zendesk, PhaseWare, Kayako, Desk.com, TeamSupport and Freshdesk.

Recent Events You Should Know About

LiveWorld launches chatbots for Facebook Messenger. LiveWorld’s newly launched tool helps brands manage chats with customers on Facebook, and can seamlessly and intelligently transfer chatbot-initiated chats to live agents.

Freshdesk Acquires Pipemonk, expands options for integration. Customer service, engagement and help desk provider Freshdesk acquired Pipemonk in January 2017. Through this acquisition, Freshdesk will offer Pipemonk’s software as a service (SaaS) integration applications, paving the way for easier third-party integrations into the Freshdesk service platform.

Zoho releases context-aware help desk solution Zoho Desk. In November 2016, Zoho launched a new support solution Zoho Desk that intelligently collects and presents data from previous customer interactions, giving frontline support staff important contextual and historical insight.

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