Help desk software is a tool used to organize, manage, and respond to service-related requests.
A help desk is a tech system that helps customer service teams manage, organize, automate, reply to, and report on customers.
Help desk has a certain set of capabilities that help both service teams and customers keep track of an issue and ensure there’s a successful outcome for both parties.
Here’s one help desk support example:
- A customer submits a ticket
- The ticket pops up in the help desk system
- It’s automatically assigned to the next available rep
- The rep replies to the ticket with a solution
- If the issue isn’t solved, the customer replies to the ticket
- The ticket is closed
The Usefulness of Help Desk
- It facilitates customer intake
- It keeps all customer communication in one place
- It organizes and routes tickets
- It compiles customer service data into reports
16 Best Help Desk Software
HubSpot’s help desk tool is part of Service Hub, a full-scale customer service software designed to help small-to-enterprise businesses provide delightful customer service experiences. HubSpot’s help desk tool features:
- Customer intake management
- Conversational 1:1 communication inbox
- Service level agreements
- Automation and bots to effectively route, assign, and respond to tickets
- Customer service reporting to achieve better service results
Zendesk is one of the most established customer service software companies, with tools that cater to a variety of different small, mid-sized, and enterprise customers.
Its help desk tools are super-slick and consolidate all customer data across different platforms in one place.
Zendesk is known for its customer portal feature, where customers can access their previously submitted tickets and add additional responses.
HaloITSM is a help desk solution that helps businesses streamline the incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.
HaloITSM allows organizations to link new incidents with existing requests and share potential solutions with team members or end-users through the knowledge base.
Managers can specify default values such as categories, priority, service-level agreements, or mailboxes before creating requests.
Intercom is perhaps best known for its live chat tool, and its help desk tool is a simple, easy-to-use solution for teams that don’t need a long process to work with customers.
It includes tools for easy collaboration, as well as automation to scale and improve customer support.
One of Intercom’s most notable features is its onboarding tool, which allows you to provide proactive customer service as customers get started with your software.
Salesforce Service Cloud
Service Cloud is a help desk software solution by Salesforce. Working together with Slack, the platform offers users a complete digital experience and unites your entire support team with the apps, experts, and data they need to solve problems.
The agent workspace is an all-encompassing 360 view of customers. I noticed that the platform has a knowledge panel that offers the agent suggested articles to solve their customer’s problem, besides the information from the client and case details.
A social media type of feed gives updates on the latest activity around a case and each case is opened as a tab on the tool’s header for easy navigation between cases.
Happy Fox offers a powerful help desk that includes ticketing features, canned actions, and task management tools.
By focusing on larger companies, Happy Fox effectively empowers bigger customer service teams to scale their support efforts.
With this tool, you can automate certain actions, provide consistent experiences, and help customers help themselves.
One of its most notable features is its “task management” tool, which allows you to break down items from a ticket into different tasks.
Zoho Desk is a cloud-based customer service application with contextual AI that helps your company build stronger relationships with customers.
Zoho Desk has great features for prioritizing, managing, and closing customer support tickets.
Users have control over tickets submitted to the support team via email, phone, chat, social media, a self-service portal, forums, and web forms.
All tickets are presented in one place, and team members can set priorities and close tickets in the preferred order.
The tool allows teams to create a Knowledge Base of customer support articles, so your team can quickly find appropriate solutions for customer tickets. Zoho Desk’s Help Center features also allow customers to create a ticket and track it online themselves.
Freshdesk offers a help desk that brings customer support to all of a company’s different channels of communication.
It helps unify customer messages and information to give customers a better experience, no matter how or where they reach out for support.
Freshdesk offers a series of field service management tools that makes it a great fit if you service customers in their home or while on the road.
FocalScope is a unified help desk software that enables you to connect with customers more effectively via email, voice, live chat, and social media.
With a focused workspace, agents can get a full view on every email ticket, owner, and deadline. Features like quick-reply, canned responses and internal notes boost productivity, while collision alerts prevent duplicate work and confusion.
While its highly intuitive interface builds familiarity quickly, FocalScope also comes with unique on-the-job training features that provide full oversight on new or struggling agents. Feature guides, tutorials, and user manuals are also available via their website.
LiveAgent is for customer support teams of all sizes. The software collects and organizes customer queries from multiple channels, and enables agents to collaborate to resolve them.
The software has tons of useful help desk features. LiveAgent’s multi-channel ticketing system converts all received messages from social media, email, phone, and live chat into tickets, and then organizes them according to importance.
The software is collaborative and eliminates account sharing, device and account monitoring, duplicate answers, and confusion. The software has powerful automation rules that can be either time-triggered, SLA triggered, or an action triggered.
Jira Service Desk
Jira’s help desk offers self-service options, ticket automation, SLA management, and more.
If your software teams are already using Jira Software, users can link IT tickets to the team’s backlog to get to the root cause of problems before they escalate for customers.
Jira is also a fantastic help desk tool for internal IT ticketing within your organization. If your team uses any sort of technology to keep the organization running, then it’s essential to provide support in case of those technologies time out or fail.
Jira’s features include a self-service portal for employees and standard tools such as conversational ticketing and SLAs.
InvGate Service Desk is an ITIL-ready solution with an unprecedented user interface offering incident, problem, change, asset, and knowledge processes.
Service Desk provides unmatched collaboration between users, powerful automation, and smart ticket management tools.
InvGate Service Desk offers multi-tenant cloud-based SaaS or On-Premise implementation. It also comes with 100% code-free configuration, drag-and-drop visual workflow builder, business analytics reporting, custom dashboards, SLAs, email ticketing, and Gamification.
InvGate Service Desk integrates with CMDB.
InvGate Service Desk offers pricing details upon request.
Help Scout’s help desk focuses on creating a simple, enjoyable experience for the end-user or customer. Its system focuses less on structure and tickets, and more on internal collaboration among teams to better serve customers.
Your service reps can tag each other in email responses, allowing them to collaborate on tickets and other client-facing conversations.
For that reason, we recommend it if your team often works together to answer tickets, customer issues, and customer inquiries. You can even leave private notes for each other so that everyone is up-to-date and ready to reply.
EngageBay offers help desk software in the form of their Service Bay tool. Users can answer unlimited tickets in one place, as well as create a personalized ticket view to suit their needs.
The tool also offers advanced service automation tools so users can automate routine customer service processes and tasks. Users can also create canned responses to common queries and questions to save time and increase productivity.
EngageBay also includes capabilities for grouping and organizing tickets in order to boost efficiency. You can also manage tickets like tasks in order to keep track of closed and open tickets.
The tool offers custom reporting and analytics to ensure you make informed decisions about the support process and specific tickets.
OneDesk combines help desk and project management software and allows users to access all work, collaboration, and communication in one place so users can avoid having to buy, learn, integrate, and switch between multiple applications.
OneDesk includes a multi-channel ticketing system that gives users the flexibility to create tickets for issues noted through email, support portals, live chat, and more.
Collaborate with your team and your customers in resolving issues. Automations are customizable and allow you to set up complex workflows.
The tool’s knowledge management system includes the use of knowledge bases which lets you publish self-service articles for your users and customers.
OneDesk also includes project management features, including multiple view layouts that allow you to filter and group tasks the way you choose.
Wrike is a help desk tool trusted by 20,000+ organizations worldwide and is suitable for any size team. Wrike’s powerful automation engine promises to improve engagement, lead to better customer support, and foster good relationships with clients and other team members.
Easily set up request forms that auto-assign tasks, allowing each ticket to be tracked through to completion.
Wrike’s simple interface updates in real-time, so your help desk team can stay on top of new tasks and adjusted information at all times.
Instant @mentions and live editing capabilities mean any queries are ironed out quickly, and issues can be resolved in an efficient manner. Customizable workload views allow each team member to choose the way of working that suits them best.
Top Features Of Helpdesk Software
- Multi-Channel Ticketing System
- Reporting and Analytics
- Knowledge Management System
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