Help desk software is enables companies and organizations to provide customer service and technical assistance. It is designed to streamline communication between customers and technical teams, and to create a central repository of information and solutions to common problems. Help desk software often includes features such as automated ticketing, asset tracking, and customer feedback surveys. Compare and read user reviews of the best Help Desk software currently available using the table below. This list is updated regularly.
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Atera
SysAid Technologies
ConnectWise
Vivantio
ScreenMeet
Entry Software
NinjaOne
ConnectWise
HubSpot
Serviceaide
Odoo
Canfigure
Sendbird
EngageBay
Sogolytics
Userlike
Supportbench
LiveHelpNow
mIT solutions
YetiForce Sp. z o.o.
UseResponse
TECLIB
Crow Canyon Software
M2i3
Vision Helpdesk
QualityUnit
Freshworks
Zendesk
SolarWinds
Help desk software is a type of customer service software that facilitates communication between customers and employees. It allows customers to submit support requests, usually through an online portal or form, as well as respond to customer inquiries and track the progress of their requests. It is designed to reduce manual labor associated with maintaining customer support operations and ensure customers are serviced in a timely manner. A help desk typically consists of one or more staff members who handle incoming inquiries from customers.
Help desk software can be used for a variety of purposes, such as providing technical assistance, responding to inquiries about products or services, troubleshooting hardware or software issues, answering frequently asked questions (FAQs), and tracking customer records. Many solutions also have reporting capabilities that give managers insights into how efficiently the help desk is performing.
Help desks are often managed by tech-savvy individuals who understand the nuances of technology, but many modern solutions allow non-technical users to effectively manage them too. Help desks may be used for internal purposes within organizations or externally for customers outside an organization's walls. Depending on the type of solution deployed, it can integrate with email systems and other applications such as CRM tools or IT ticketing systems to be even more effective at managing incoming support requests from multiple channels including phone, web chat and social media platforms like Twitter and Facebook.
Some advanced help desk solutions come with integrated knowledge base options which allow teams to store all their articles in one centralized area where they can easily search through information when needed. Additionally, some help desks include analytics features that provide transparency into how requests are managed so team members can analyze performance data over time and make informed decisions regarding staffing levels or resource allocation across departments.
Overall, help desk software offers substantial benefits for businesses looking to simplify the process of providing quality customer service while reducing response times and increasing overall satisfaction rates among their customers. With its ability to streamline processes while offering visibility into how quickly tickets are handled helps teams stay informed and better serve their clients – all ultimately leading to higher levels of customer loyalty over time.
The applications of help desk software are numerous. This is due to their many features and capabilities. With the most common added advantage of well-organized systems and cost-effective services, they automatically become a top priority for companies seeking growth. Many organizations (if not all) can use this software.
HR departments can use this software to organize data efficiently by collecting and storing it for future reference or action. Help desk survey and live chat feature to aid in feedback collection and also live communication between HR and employees or HR teams. It is an excellent tool for routing incoming communication messages to the specific HR team members. It is also good to track HR history and milestones while providing analytics for future improvements or commendation.
IT departments are a core for any company especially with today’s automation of technology. For many organizations, problems in the IT department could mean a disaster for the whole organization. This is where help desk software comes to play. It helps to take note and record user actions which are critical for monitoring and progress evaluation. When a problem arises, it would, therefore, be straightforward to track the source. Moreover, it aids in problem reporting and solution. Whenever a user is stranded or has IT related issues, he or she logs the subject and the software automatic features direct them to the relevant specialist without necessary physical interaction.
Bug tracking is essential, especially for software development teams. When bugs occur, help desk software enables their reporting through instant notifications sent by users. Routing incoming bug data to relevant Software development teams is critical for most project management teams. This is where HDS comes to play. The software also has the added advantage of notifying the user of received bug reports and resolved issues.
Forbes states that about 75 billion is lost in businesses due to customer service failures. Help desk software is an excellent solution to customer services. They offer a good option and seek to solve common misconceptions such as big brands have poor customer service, or most customer services are not satisfactory. Once the software takes record of customer issues, it collects related concerns and organizes them regarding importance or frequency. This helps the agents prioritize and solve problems with such finesse not existent before. The data is a summation of information collected from integrated live chats, emails, customer conversations and social media data.
Free help desk solutions are bundled with curtailed functionalities, with some working as good as the premium versions in circulation. For businesses with an appropriate number of users and administrators, free versions may come in handy especially when the budget is limited. Consider details of the software such as user and administrator function ability limits.
The cost of help desk software varies greatly depending on the specific features and functions that are included. Generally, the cost is based on the number of users or customer requests supported, as well as any add-on modules or services that you might need. Basic help desk software packages can range anywhere from several hundred to a few thousand dollars upfront, while more comprehensive suites with advanced customization options can range between $5,000 and $20,000 for an initial investment. Additional fees may be required for customer training and technical support services. Some companies choose to pay for their help desk software on a subscription basis instead of upfront, which can lower the overall cost but requires consistent payments over time. Additionally, many solutions offer free trials so you can test out different features before making a purchase decision.
Help desk software can integrate with a variety of other types of software, such as customer relationship management (CRM) software, enterprise resource planning (ERP) software, asset management systems, ticketing systems, project management tools, and knowledge bases. CRM tools help businesses track and manage customer information so that help desk staff can provide more effective service. ERP software helps organizations manage their internal resources such as supply chains and finances. Asset management systems allow companies to effectively track their hardware assets and keep them up-to-date. Ticketing systems enable help desk staff to more efficiently capture customer requests from different channels such as email or live chat. Project management tools make it easier for teams to collaborate on projects related to customer support. Finally, knowledge bases are collections of solutions that companies can use to quickly address common customer inquiries. By integrating these types of software with help desk software, companies can ensure that customers are getting the best possible service experience.