Help Desk Software

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GoTo Resolve

Built with today's SMBs in mind, GoTo Resolve is an all-in-one IT support software that offers everything you need to run your business, from anywhere - all in one place. GoTo Resolve enables IT professionals to streamline their ...Read more about GoTo Resolve

4.46 (148 reviews)

12 recommendations

InvGate Service Desk

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 othe...Read more about InvGate Service Desk

4.67 (94 reviews)

9 recommendations

SysAid

FrontRunners 2022

SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation,...Read more about SysAid

4.53 (381 reviews)

8 recommendations

Issuetrak

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

4.54 (172 reviews)

7 recommendations

Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a ...Read more about Vivantio

4.29 (167 reviews)

5 recommendations

BOSSDesk

FrontRunners 2022

BOSSDesk ITSM Help Desk 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 service management...Read more about BOSSDesk

4.61 (101 reviews)

3 recommendations

Capacity

Capacity is a cloud-based help desk and knowledge base solution that utilizes AI-powered automation to enhance workflows and business processes for finance, insurance, manufacturing, software and education industries. Capacity's c...Read more about Capacity

4.46 (13 reviews)

3 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

4.39 (3288 reviews)

2 recommendations

SummitAI

SummitAI is an AI-powered IT service management (ITSM) suite that streamlines service and asset management across the enterprise with machine learning and work?ow-based automation. As a true multi-tenant solution, SummitAI is depl...Read more about SummitAI

4.42 (24 reviews)

2 recommendations

Syxsense

Syxsense Manage is a cloud-based IT management and MSP software that allows administrators to configure and access in-network and out-of-network endpoints. Syxsense Manage allows service providers and IT professionals to discover ...Read more about Syxsense

4.60 (58 reviews)

1 recommendations

SupportHero

Support Hero is a cloud-based knowledge management solution that helps users create informative articles/tutorials and improve customer satisfaction. Key features of this platform include private content, SSO, statistics down to t...Read more about SupportHero

4.67 (27 reviews)

1 recommendations

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

monday.com

monday.com is an award-winning work and project management platform that helps teams of all sizes plan, prioritize, manage, and execute their work more effectively. The platform offers solutions for a wide range of use-cases such...Read more about monday.com

Freshdesk

FrontRunners 2022

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more about Freshdesk

Confluence

Confluence is a project management solution that enables organizations to create, collaborate, organize and review project documents. The system offers both cloud-based and on-premise deployment. Confluence’s editor feature a...Read more about Confluence

Rippling

Rippling is the first way for businesses to manage all of their HR, IT, and Finance — payroll, benefits, computers, apps, corporate cards, expenses, and more — in one unified workforce platform. By connecting every business system...Read more about Rippling

ActiveCampaign

ActiveCampaign's category-defining customer experience automation platform (CXA) helps over 130,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pr...Read more about ActiveCampaign

Remote Support

BeyondTrust Remote Support helps you to support all of your systems over the web, even if they are behind firewalls you don't control. BeyondTrust Remote Suport works across Windows, Mac, Linux, Android, iOS, and Chrome OS. Access...Read more about Remote Support

Buyers Guide

Last Updated: December 05, 2022

 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.