You might say that help desk software is basically an application used to give customers technical information on a service or on a product and in the same time it supplies them with a link to a support agent. Help desk software was created to higher the efficiency of the companies that provide call center services. Help desk software does that by giving the possibility of real time conversation of the representatives and clients, without having to wait on the phone or for an email answer. A helpdesk software is on the surface a storage of information and a presentation device. To be more specific, I give you an example: Customer Relationship Management or CRM system is a spreadsheet kind of database that will alocate individual references to inputted text information.
So, in essence, a help desk software is a complex database containing customer’s information, call report, hardware or software related information, logs with problems and solutions and also agreements for service level . The most important developers of help desk software of our days provide company workers with an electronic communication way to their clients and also to their colleagues.
How does it go without help desk software?
The companies without helpdesk usually have to search thru Excel tables and multiple databases to retrieve client’s data and products or services information. Also, the support representatives might have to take notes by hand or in a words processing program such as Word to record the source of the problem. If the customer calls in with a proplem, he is usually left on hold while the support representative looks thru databases of information. It is common for clients to wait on hold for up to ten minutes for basic support issues which are encountered regularely.
Types help desk software:
Two forms of help desk software are available: self-hosted and cloud-based. Cloud-based systems are hosted on a remote server outside of a company and are located completely online.
These applications are normaly ready to be used as soon as the services purchase has been completed and an acount has been created. However they do require customization, such as optional user interface design, for example. Comparatively self-hosted systems are hosted on a company’s server and need to be installed on every computer in the organization. Self-hosted systems are loosing popularity in favor of the cloud type.
Comparatively to:
Cloud-based systems, self-hosted systems normally cost more, deploy slower, are harder to administer, and offer less scalability, meaning they may not meet the need and expectations of a growing organization. For smaller organizations and companies with lower income, most self-hosted systems are not financially convenient.
Cloud-based software is generally more flexible than self-hosted software, as such it can meet the needs of a growing company. These solutions frequently offer product updates, continuous acces to proffesional support, and the posibility for users to remotely log into the system with full acces to all of the sofware’s functions, at any time and from any location, which makes this solution more appealing to companies that have employees who travel or are in diferent locations. Cloud-based systems generally cost far less than self-hosted systems and are deployed faster.
So, as you see, technology today offers a great deal of diversity in the help desk software niche, with solutions like CRM system, meant to ease the relationship between the customers and the companies that often have trouble comunicating to ordenary people.
Microsoft Dynamics 365 for Customer Service
Microsoft Dynamics 365 for Customer Serviceis help desk software that makes your customer service quick, efficient and instantly accessible.
Features:
- Omni-channel
- Case management
- Knowledge management
- Service Level Agreements (SLAs) and entitlements
- Templates
- Dashboards and reports
HAPPYFOX
HappyFox the best small business help desk software. Centralize and streamline customer service process, automate support work flow, save time and money.
- Multichannel customer support
- Help Desk Integration
- Flexible software application
- Support Analytics
- FAQ and Knowledge base System
- Customer service Automation
- Social Media support
Integrations:
- Live Chat
- Voice
- Project Management
- E-Commerce
- Single Sign-on
- Zapier
- Accounting
- Survey
- Payment
- Remote Support
- Contact Management
FRESHDESK
An online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. Sign up for a free trial today!
Keep track of conversations:
- Team Inbox
- SLA Management
- Agent Collision Detection
- Custom Ticket Status
- Scenario Automation
- Canned Responses
Resolve issues together:
- Team Huddle
- Shared Ownership
- Linked Tickets
- Parent-child Ticketing
Support across channels:
- Phone
- Chat
- Social media
- Website
Increase your team’s productivity:
- Ticket dispatch
- Intelligent ticket assignment
- Time-triggered automation
- Event-triggered automation
- Automatic email notification
- and More.
AGILECRM
Agile CRM Software is the best, easy, powerful yet affordable Customer Relationship Management (CRM) with sales and marketing automation for small businesses.
Features:
- Ticketing
- Groups
- Smart Views
- Service Level Agreements
- Smart Workflows
- Ticket Labeling
- Canned Responses
- Recommendations
- Reports
- Integrations
DESKPRO
Helpdesk software that is powerful and flexible. Your choice of deployment on cloud or self-hosted, on-premise.
Features:
- Everything In One Place
- Affordable Software
- No Techie Required
- 24/7 Self-Service
- Automated Support
CAYZU
Cayzu is an online cloud based help desk software solution. Starting @ $4/month, this Best help desk system, IT ticketing software is a Top Saas for small business.
Features:
- Email Integration
- Ticketing System
- Quick Response
- Internal Notes
- Global Search
- Automated Rules
- Service Level Agreements
- Time Tracking
- Customizable Ticket Fields
- Custom List
- Help Desk API
- Multiple Brands & Products
- Large Attachments
- Tags
- Email Signatures
- Merge Conversations
- Auto Assign
- Auto Reply
- Split Cases
- Email Forwarding
- Apps and Integrations
- Customer Feedback
- Mobile Apps
- Support Widget Integration
- Domain Branding / Mapping
- Custom Branding
- Multiple Groups
- Custom Roles/Permissions
- Multiple Emails
- Mailbox Signatures
- IP White-list Access
- Asset Management
- Active Directory Integration
- Agent Collision
- Round Robin
- CSAT Surveys
ZENDESK
Customer service software and support ticketing system by Zendesk. Cloud-based help desk solution used by more than 200,000 organizations worldwide.
Everything you need to help your customers:
- Seamless channel integration
- Ticket forms
- Conditional & custom ticket fields
- SLA views
- Multilingual
- Multi-brand
Satisfy them with speed:
- Guided mode
- Business rules
- Pre-defined ticket actions
- Customer context
- Dynamic content
- Collaboration
Personalize your solution:
- Configure
- Customize
- Personal views & macros
- Public apps & integrations
- Private apps & Integrations
- Contextual workspaces
RE-DESK
Ticketing system or customer service Help Desk Support PHP Software open source for small business or online store, best retail service desk solution for it support company.
Feature:
- Email, Twitter or FB messages
- User Friendly Interface
- Automatic Assigning to Department
- Support Agents/Staff
- Staff Roles
- Languages System
- Quick Panel
- Flexible Search
- Mobile Adapted
- Ecommerce Ready
EVANTODESK
Quality customer service is vital for business growth. Use EvantoDesk simple help desk software now.
- EvantoDesk Solves Problems
- Never Let Anything Slip Through The Net
- Always Know Who Is Doing What
- Saves Your Team So Much Time
- Drive Growth & Increase Profit
- Keep Track Of Social Media Communication
HELPSPOT
Help Desk Software and Customer Service Software by HelpSpot. Get started in 5 minutes, SaaS or On-Premise. Improve customer satisfaction with ease.
Feature:
- HelpSpot Cloud or On-Premise
- Workflows with rules and triggers
- Zapier Integration
- Email and phone support
- Effortless Reporting
- Full Ticket Management
- Support unlimited customers
- Unlimited Custom Fields
- Easy to use self service
- Support unlimited brands/portals
- Unlimited Knowledge Bases
- Fully web based help desk
- Support unlimited mailboxes
- Full API for integrating
- Trusted since 2004
HELPRACE
Helprace is a cloud-based customer service software suite with a ticketing system and self-service help desk. Collect ideas, feedback, build a knowledge base or community. More than 10,000 businesses use our helpdesk to support their customers.
Features:
- Tickets & Email Management
- Reports
- Community & Feedback
- Docs & KB
- Customer Portal
- Integrations
- Security & Authentication
- Teams, User Groups and Organizations
OTRS
OTRS is a customizable support desk software that manages workflows and structures communication so there are no limits to what your service team can achieve.
- Speedy, Satisfying Customer Service
- Innovative, Results-Driven IT Service Management
- Decisive, Nimble Corporate Security