Top 5 Help Desk Software Options That Really Stand Out

A help desk program is a kind of software designed specifically for customer service teams. Such software helps provide customers with necessary information, answer their questions, and resolve cases submitted via varied interaction channels including emails, phone calls, website forms, or social media. Modern helpdesk software solutions offer comprehensive ticket management capabilities to receive and respond to customer requests and create a knowledge database on a company’s web portal to provide both visitors and agents with a right content.

Also, customer service departments use helpdesk systems to organize and automate customer-facing processes and workflows, get insights into customer engagement, and deliver a satisfactory customer service experience. For this, the ideal service desk software must have the following competencies:

  • Alerts and escalations
  • API and CRM integration
  • Community forums
  • Document management
  • Knowledge database
  • Live chart
  • Problem management
  • Queue management
  • Reporting and analytics
  • Self-service portal
  • Social media tie-ins
  • Surveys and feedback
  • Ticket automatic routing
  • Workflows management

Choosing the best support desk product can be an odious task as there are too many vendors providing an ocean of solutions. Here is our list of the most sophisticated helpdesk tools that really deserve their popularity.

Bpm’online

Bpm’online

Mature and rich-featured, bpm’online service is a high-performer at the helpdesk software market. This platform supports both online and on-premise deployment and helps companies of any size and type provide an excellent customer support across various communication channels. An innovative all-in-one bpm’online service with rock solid CRM and BPM capabilities enables the users to manage, track and store submitted tickets/inquiries, build and share a customer database, manage customer interactions, create and automate service-related processes, and deliver personalized customer care. To allow for a full-cycle service management, bpm’online service desk software comes with:

 

  • Advanced customer database
  • Business process management
  • Change management
  • Complaint monitoring
  • Contract management
  • Customer survey
  • Customer experience management
  • Knowledge library
  • Live chat
  • Mobile application
  • Multichannel communication
  • Release management
  • Request/incident management
  • Service catalog
  • Service level agreements
  • System designer
  • Third-party app synchronization
  • Work order management

Freshdesk

Freshdesk_helpdesk_software

Powerful and user-friendly, the Freshdesk software enables the teams to process tickets from a multitude of channels. This cloud-based system can automate repetitive service procedures like ticket categorization and delegation, event-triggered email notifications, response sending, etc. Freshdesk software provides a self-service solution, community forums, and a knowledge base to let customers view the progress of their tickets, find answers on a company’s website, and leave feedback. The platform is easy to customize so that the participants can specify color schemes and add an organizational logo to offer their customers a branded helpdesk portal. Apart from this, such a system features:

  • Ticket management
  • Omnichannel customer support
  • Helpdesk automation
  • SLA management
  • Customer management
  • CRM and email app integration
  • Reporting on tickets and personnel performance

JIRA Service Desk

JIRA Service Desk

A smart service desk machine, JIRA provides a full toolset to manage the flood of tickets coming from an IT department, sales force, and customers through versatile channels. The solution supports a web-hosted and on-premise deployment and helps service reps track bugs, handle incidents, and address changes. Pre-configured self-service capabilities of JIRA let customers resolve queries on their own. The workflow management features enable the service professionals automate routine procedures and speed up case resolution time. Customizable reports and dashboards allow for tracking the progress of issues and analyzing the performance of the customer support staff. The highlights of this helpdesk application are:

  • Alerts and notifications
  • Asset management
  • Change management
  • Incident management
  • Problem management
  • Real-time collaboration
  • Self-service portal
  • SLA management
  • Task automation

Zendesk

zendesk

Dynamic and multifunctional, cloud-hosted Zendesk can help enterprises across all industries orchestrate service processes, keep track of tickets statuses, build a self-service portal, and manage all customer support channels under one roof. This solution provides rich branding and customization capabilities so that the users can add business logos and images on the customer help desk pages. Other features include:

  • Community forums
  • Inbox management
  • Customer multichannel support
  • Document management
  • Workflow automation
  • Group rules and macros
  • Surveys and feedback
  • Known issue management

Vision Helpdesk

Vision Helpdesk

Simple and highly customizable, Vision Helpdesk can be very beneficial when it comes to addressing tickets raised by customers via emails, social media chats, website forms, and phone calls. Cloud-based Vision Helpdesk enables its users automate the flow of inquiries and record the history of conversations taken place across multiple channels. By leveraging this software, companies can define ticket escalation rules to ensure a prompt response to new inquiries, manage tasks and staff workload, and design surveys. The key functionality includes:

  • Assignment management
  • Task management
  • Knowledge base/self-service portal
  • Workflow management
  • Help desk automation
  • Multichannel ticket management and issue auditing
  • Reports and analytics

 

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