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SysAid

FrontRunners 2024

SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up...Read more about SysAid

No reviews yet

13 recommendations

Issuetrak

FrontRunners 2024

Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more about Issuetrak

4.6 (187 reviews)

9 recommendations

NinjaOne

FrontRunners 2024

NinjaOne is a leading unified IT management software company that simplifies how IT teams work. MSPs and IT departments can automate, manage, and remediate all their device management tasks within one fast, modern, intuitive platf...Read more about NinjaOne

4.8 (202 reviews)

7 recommendations

BOSSDesk

FrontRunners 2024

BOSSDesk ITSM Help Desk Ticketing System on the Cloud and On Premise Turning ticket management into an exceptional customer experience! With rapidly increasing service requests, is your company maximizing its investment in your ...Read more about BOSSDesk

4.6 (110 reviews)

7 recommendations

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Vivantio

Founded in 2003, Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer Suppor...Read more about Vivantio

4.3 (177 reviews)

6 recommendations

N-central

N-able N-central® is an IT management solution that enables organizations to manage and track IT devices. The solution comes with key features that include patch management, antivirus protection, backup and disaster recovery. The...Read more about N-central

3.9 (46 reviews)

6 recommendations

Zendesk Suite

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an...Read more about Zendesk Suite

4.4 (3848 reviews)

5 recommendations

Summit

SymphonyAI Summit is an AI-powered IT service management (ITSM) suite that streamlines service and asset management across the enterprise with machine learning and workflow-based automation. As a true multi-tenant solution, Sympho...Read more about Summit

4.4 (25 reviews)

4 recommendations

EV Reach

EV Reach is an on-premise IT remote system management solution. Key features include advanced remote control, background system management, ad integration and management, global IT process automation, IT compliance and smart-card ...Read more about EV Reach

4.6 (133 reviews)

3 recommendations

Canfigure

Canfigure is a modular solution CMDB, Asset Management, Service Management, Change Management and more. You can choose the modules that you require and customize them to suit your business. Canfigure comes with all the tools nece...Read more about Canfigure

4.7 (21 reviews)

3 recommendations

Front

FrontRunners 2024

Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the...Read more about Front

4.5 (260 reviews)

1 recommendations

ConnectWise PSA

ConnectWise PSA (formerly ConnectWise Manage) is a managed service provider (MSP) solution that caters to businesses of all sizes across various industries such as marketing and advertising, finance, sales, hospitality and more. K...Read more about ConnectWise PSA

4.1 (239 reviews)

1 recommendations

Shelf

Shelf: The Modern Knowledge Management Platform We live in an on-demand world where a few minutes delay can be the difference between failure and success. Shelf helps modern businesses thrive with on-demand answers to the questio...Read more about Shelf

4.8 (103 reviews)

1 recommendations

AnswerHub

AnswerHub is an online developer community solution available for deployment either in the cloud or on-premise. It is suitable for midsize businesses to large enterprises across various industries. AnswerHub enables team coll...Read more about AnswerHub

4.2 (34 reviews)

1 recommendations

EV Service Manager

EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through ...Read more about EV Service Manager

3.3 (12 reviews)

1 recommendations

eGain Knowledge Hub

Top-rated artificial intelligence knowledge management software - Rated #1 by analysts such as Gartner and infused with AI and ML, eGain Knowledge Hub offers personalized answers and conversational guidance to help contact center...Read more about eGain Knowledge Hub

No reviews yet

1 recommendations

Slack

Slack is a cloud-based project collaboration and team interaction tool designed to facilitate communication across organizations. The solution caters to various industries, including media, research, technology, education, financi...Read more about Slack

TeamViewer

TeamViewer is an online meeting and video conferencing solution that connects any PC, mobile, and server to each other globally. The solution is available in nearly all countries and supports over 30 languages. TeamViewer is suita...Read more about TeamViewer

Wix

Wix is a cloud-based landing page solution that helps users create and manage websites. The solution provides multiple templates with video backgrounds, fonts and animation. It allows users to customize the website with their own ...Read more about Wix

Microsoft SharePoint

Microsoft Sharepoint is a knowledge and content management system (CMS). The product also provides collaboration tool capabilities. The solution offers typical CMS features like document and digital asset management, case and cont...Read more about Microsoft SharePoint

Buyers Guide

Last Updated: March 16, 2023

 Service desk agents need to respond to a constant stream of end-user queries regarding IT issues, product information, and installations. And it's just as important to keep track of every issue/incident as it is to solve them.

Manually entering requests in a system, categorizing them, and creating support tickets wastes a lot of time and resources. Help desk software helps automate most of the steps in this process, allowing faster resolution of immediate needs, incidents, and technical issues users.

Help desk tools allows support agents to consolidate tickets from multiple channels (e.g., email, live chat, calls, self-service portals). Managers can access key information such as workload, incident turnaround time, and resolution rate.

Help desk software often integrates with customer service, customer relationship management, contact center, and knowledge base software to facilitate better customer service and support. This buyers guide explains what help desk software is and what to look for to find the best help desk tool for your business.

Here’s what we'll cover:

What is help desk software?

Help desk software helps businesses and support teams accept, manage, organize, automate, respond to, and report on customer questions or issues. These tools centralize information and support management to automate the complaint resolution process. Help desk systems can be used for external customer service or internal IT support within an organization.

Some customer relationship management (CRM) software offers help desk functionality. Help desk software can often integrate with CRM software or other tools to access customer data and facilitate customer service.

Interaction-tracking-in-Zoho-Desk-software

Interaction tracking in Zoho Desk software (Source)

Common features of help desk software

Knowledge base management

Facilitate virtual conferences that connect multiple people remotely over the phonCreate, store and share information, FAQs, and support articles in a central database. Employees or customers can self-navigate through the knowledge base to find answers without waiting for a support agent.

Ticket management

Consolidate and track all end-user issues from different sources (phone, email, chat, request forms, etc.) and convert them into tickets.

Alerts/Escalation

Send notifications to support desk agents about ticket prioritization.

Interaction tracking

Add notes, conversation history, and actions taken to each issue/incident. This helps service desk agents keep track of tickets, reference past issues, identify repeat incidents, and more.

Reporting/analytics

Analyze customer support performance by tracking average response time, ticket volume, request/ticket sources, and more.

Self-service portal

Allow end-users to answer their own questions without support agents by browsing knowledge base articles, using self-service forums, and easily contacting support to follow-up on past requests.

Service-level agreement (SLA) management

Document an agreement between the provider and end-user that identifies services required and expected level of service.

Workflow configuration

Change, adjust, and configure your workflow based on business needs and user-defined rules to help automate repetitive and manual tasks.

Multi-channel communication

Give end-users the option to submit requests via multiple channels such as email, live chat, text, voice, online forms, and social media. This reduces customer wait time and speeds up the issue resolution process.

What type of buyer are you?

Before purchasing a help desk solution, you should assess what kind of a buyer you are. Most buyers fall into two categories:

  • Buyers serving external customers: Buyers in this category directly serve customers and handle customer-generated queries. Help desk software for these buyers allows customer service teams to create support tickets to track customer issues and solutions.

    These buyers should look for help desk tools that offer live chat, social media integration, multi-channel communication, call center management, alerts, and reporting capabilities to provide service desk agents with a holistic view of all tickets, allow them to organize tickets, and improve customer satisfaction by providing faster support.

  • Buyers serving employees: Internal employees often need support regarding IT, HR, and admin-related issues. Buyers in this segment need help desk software that includes internal ticketing, a knowledge base, and the ability to assign/route employee-generated tickets to relevant staff.

    These buyers should invest in a help desk system that provides employee self-service options, live chat, reporting and analytics, automated routing, and email management functionalities. Ideally, these buyers should also look for features such as IT service management and incident management so staff can easily check on ticket status and progress.

Benefits of help desk software

  • Better customer support: Help desk software organizes communication in a central location so businesses can quickly respond to customers. Automated ticket routing and multi-channel communication capabilities can help support staff prioritize tickets and avoid duplicate tickets.

  • Improved productivity: Help desk software automation features reduce the amount of manual administrative and organizational tasks agents need to complete. These tools can automatically route tickets to team members who specialize in specific issues and complaints. The ability to add notes to a conversation and respond to common questions with saved replies can also help boost productivity.

  • Better decision-making: The reporting capabilities of help desk software provide key insights regarding ticket resolution times, customer satisfaction, employee productivity, and customer experience so businesses can understand how things are working overall and make decisions to optimize.

Key considerations

  • Easy-to-use interface: Choose a tool that has a shorter learning curve for employees and an intuitive interface. Look for help desk software that provides a free trial, demo sessions, and training videos so employees can get up-to-speed as quickly as possible.

  • Scalability: As your team continues to grow, so will your needs. Finding a solution that grows with your business is important. Look for a cloud-based solution or web help desk platform that can support a large volume of customers and adapt to different use cases and issues.

  • Customer expectations: Before buying a help desk tool, it is important to know how your customers would prefer to interact with you? Do they prefer self service tools, emails, chat services, or a mobile-friendly knowledge base? Make sure to invest in a help desk platform, after considering your customers’ satisfaction and dissatisfaction.

Market trends to understand

Cognitive automation of help desk software: Advancements in machine learning technology have prompted help desk service providers to add cognitive automation to their tools. This technology can help extract key phrases from employee or customer requests, categorize them, create support tickets, and route them to specific groups. Help desk providers that integrate cognitive automation into their software can help businesses save more time and money as employees have even fewer manual tasks to complete.

Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication.