If you own a multi-location business, the tool can help you set up separate help desk sites and user portals for each location. All these help desk sites can be rolled up to one master help desk that can be easily managed. Tracking tickets in Spiceworks Source. Zoho Desk is a cloud-based help desk and customer service solution offering features such as ticket management, self-service capabilities for customers, and agent productivity tools.
Zoho Desk helps you convert Facebook or Twitter posts into tickets that can be easily tracked and responded to from the tool. You can add specific keywords to filter social media posts and messages and have them converted into tickets automatically.
These tickets can be assigned to a relevant agent or department for fast resolution or any agent can respond to them from their feed visible in the shared inbox.
Ticketing dashboard in Zoho Desk Source. The next step is to select the product that will best fit your business needs. The following steps will help you make that decision:. If you want to explore more tools, we recommend browsing our complete Top 20 Help Desk Software report , which lists the top options based on verified user ratings and web search interest.
This article was updated on March 25, Products considered for this article had to be in the Capterra Shortlist for help desk tools and:. Note: The content in this piece that provides opinions and points of view expressed by users does not represent the views of Capterra. Work cited in publications such as Getfullyfunded and Proofhub. I love storytelling, socializing, and traveling. Comment by Kristen Bialik on Nov. Thank you for your comment.
It looks like some of the software vendors in our list have updated their pricing structures since we last published this post. Comment by George on Oct. Comment by Me on Aug.
It also has incident reporting tools that can track problems or changes that are affecting your entire team. Its most notable feature is ticket filters which allows you to automate the creation and routing of tickets. You can even automatically assign tasks to the ticket based on the rule criteria that you determine.
The software locks the ticket so that other team members won't overwhelm the customer with responses. No two reps have the exact same workflow. Desk recognizes that and tailors the help desk toward individual rep preferences. Reps can customize their ticket inbox and prioritize information that's most relevant to them. Customer support managers can use ngDesk analytics tools to measure their team's overall performance.
They can also review metrics like rep productivity and customer satisfaction using the data-driven insights that are pre-installed on the platform. These features bring management and frontline reps closer together because they're working off of the same software. Hesk is a lightweight help desk software that's great for small customer service teams. It's simple and user-friendly, making it easy to learn for beginners. Hesk offers a reliable, cloud-based ticketing system that takes minutes to download and set up.
You can create custom ticket fields and modify the display to align with your team's workflow. It even offers a ticket submission form where customers can open web-based tickets that are managed within the app. ManageEngine ServiceDesk Plus comes with a variety of support features ranging from a knowledge base to self-service portals to SLAs to user surveys. In addition to those foundational services, the software offers automation to streamline support operations.
Your reps can set their availability and tickets are dispatched automatically. With features such as bulk actions, group routing, and email piping, you'll be able to increase productivity within your support team.
The software also comes with templated responses and a knowledge base to help reps handle the most common inquiries. If you want to manage end-to-end service request lifecycles from a single portal, Web Help Desk is an ideal solution. You can track tickets and rep performance all with the goal of resolving tickets faster using data-driven insights.
If you have a lot of customers requiring support, HelpSpot offers unlimited customers and tickets. You set up the software on your own server and cloud, which means you can scale it up as needed. It can even operate offline on an internal network if you choose to go that route.
It's easily customizable and offers collision detection, ticket management, and integrated knowledge management. You might wonder how Spiceworks makes any money if it gives away all of its software. The answer is that its applications are ad-supported. You may find the advertising panel in the dashboard a little irksome. The main screen of the dashboard is customizable and adapts to different roles.
The system will generate new tickets in response to emails and assign each task to an operator. Alternatively, you can allocate work manually. Messages sent to and received from the user appear in chat format even if the communication is through email. The operator can close tickets once the complaint has been addressed. The application ships with some standard report formats included.
Self-service features include the ability to tailor on-screen forms to let the user specify a problem in writing. A knowledgebase feature reduces the number of problems referred to support staff. The Spiceworks Help desk integrates with Active Directory.
That enables it to employ system authentication routines to verify the users who send queries. Tickets can be split to enable multiple workflows when a solution requires a range of skill sets. It is possible to centralize support across several sites, which means you can use the Help Desk system to serve external clients.
The Spiceworks Help Desk is a great solution for small- and mid-sized networks. Its functionality can be expanded by plugins available for all Spiceworks tools. This library of functions is developed by the Spiceworks Community, so an ever-expanding number of utilities supplement this help desk tool. Zoho produces accounting software and has an excellent systems administration software division. Zoho Desk is its help desk offering. This tool is accessed on the Cloud.
It supports both external customers and other departments of the company. Support operatives get a dashboard that organizes open tickets by time frame.
These categories need to be defined by management, but they show which tickets are overdue, which are nearing their critical solution time, and which are new with plenty of time on the clock. Other operative facilities include the steps for managing a ticket. The support team member just progresses through those steps to resolve a ticket.
This dashboard layout creates a working framework for each team member and establishes correct routines to reduce corner-cutting. Communications with the users are made through a single dashboard panel no matter what method of delivery those messages use.
The messaging system enables the help desk responder to include back-office specialists on a ticket to collaborate on providing a solution.
As Zoho Desk is hosted in the Cloud, team members do not have to be within sight of each other. This allows support staff to work from home. For essential services, you can group together contributors at different locations around the globe to ensure a solution will be worked on around the clock. Zoho delivers apps for Android and iOS so your team members can access their dashboards while on the move.
Self-service features of the system include a knowledge base facility that helps users find answers to their problems without tying up support staff. Forum pages allow users to post their experience in solving problems so that others may learn from that information. Users can also post questions for the community to seek solutions and tips on getting the most out of the office system. A wide range of contact methods include phone, email, chat, and social media.
However, if you want to restrict the channels through which users and customers can communicate problems with the help team, just leave those facilities disabled.
You can integrate a ticket submission page into your website with a customizable form. Managers get a live view of open tickets. The dashboard displays a card for each operative , dividing the group into those who are online and those who are not currently on their shift. The number of open tickets that each operator has to deal with is shown, and these are categorized by timeframe.
The management console includes analysis tools that include reports on demand over time and the turnover of each support team member. Specific tasks can be automated like work allocation and problem notifications. Zoho offers a day free trial of Zoho Desk to test drive the system. Zendesk is very widely deployed on websites that offer subscription services. For example, this help desk software is very widely used in the VPN industry. The most noticeable features of Zendesk are its ticket management system and its live chat facility.
Webform , live chat , and email are centralized in the console, so the operative only needs to access one point to communicate with customers instead of having to swap between the email system, a chat app, and the web interface. Although SaaS and cloud storage providers widely use Zendesk , it is also suitable for in-house support departments , including an IT help desk.
Zendesk Suite is a package of support utilities available on the cloud. The suite includes a knowledge base platform , which can be your first port of call for users in trouble. Many calls to the IT help desk originate from users who just want to know what directory to save work in and which printer is the closest to them.
So, creating user manuals and a troubleshooting guide on the company intranet will ease pressure on the support team.
Although live chat is probably more regularly regarded as a sales channel, using this feature for IT help desk provision can speed up the problem resolution process. All communications between a user and a support team member are logged in the system under a ticket number. That ticket can be forwarded to specialist staff or split to create multiple workflows. The user is given the option to close a ticket , and if an operative closes the ticket without permission, the user can reopen the issue.
The involvement of the user in deciding whether a job is finished supports team members who tend to close a ticket rather than deal with it. It is also possible to add in a user or customer satisfaction survey during the ticket closure process to monitor staff performance. You can set goals to reduce the time each issue takes to resolve, identify the most common issues that provoke calls to the help desk, and track SLA performance.
The standard reports produced by Zendesk support analysis and agreement performance delivery, but you can also create your own customized report formats. The pricing model of Zendesk is entirely scalable. You pay a monthly subscription rate per agent.
This makes a very high-quality support desk system available to the smallest of enterprises and you just add on more agent subscription as your company grows. Zendesk offers a free trial of the service so you can give it a run-through before committing any money. Dameware is a division of SolarWinds. That company takes the top spot in this list of the best tools for IT help desks. However, Dameware Remote Support is a tool that you should consider to enhance the performance of your support technicians.
This is an on-premises system and is priced per technician. It can be installed on Windows and Windows Server environments. However, it is easy to expand your coverage just by buying in more agent licenses. As the name of this tool suggests, it enables your technicians to access user devices, explore issues, and fix problems. DameWare Mobile includes the same remote control mechanism used in the desktop version of DameWare Remote Support, so it allows IT pros and end-users to share the desktop screen during remote support sessions.
Although the Dameware system can be used for customer support, the issue of control over remote computers is easier to implement on in-house equipment. So, you can expand the use of this software beyond the boundaries of your company , but this strategy is probably better suited to internal support functions, such as an IT help desk. The software includes a range of network analysis tools, such as Ping and Traceroute.
These enable technicians to check on possible network issues if a user query sounds as though its cause is outside the endpoint device. The Remote Support tool is shipped with a number of pre-written analysis and inventory reports, but you can also specify your own customized reports.
Security features of the tool include the enforcement of 2FA , and you can get access to devices that are powered off or in sleep mode. SolarWinds operates a user community, called THWACK , where your team leaders and technicians can get tips and troubleshooting advice from fellow owners of the Dameware Remote Support system.
The company offers a day free trial for Dameware Remote Support. It acts as a self-service platform in both searchable troubleshooting pages and in a chat window format. However, it is an interesting utility, which, as an add-on to your ticketing system, can drastically reduce calls to the IT Help Desk and maximize the capabilities of unqualified help desk agents.
The AI-driven knowledge base approach of Agent. This means you could outsource your help desk functions to a call center once you have the knowledge engine of the system correctly set up. However, that approach would require a very comprehensive mapping of all the technical expertise in your IT support department. That encompasses not only the information on how to fix a problem but the process of decision making that derives the probable cause of a problem.
In some instances, that can lead to very complicated paths. As most support technicians know, some problems are caused by an unexpected combination of errors, and it can be tough to isolate each contributing component. The Agent. An effective support scenario implemented with Agent. This uses the Auto-pilot facility of Agent. The module asks questions of the user, successively narrowing down the problem to arrive at a solution. Once the solution phase begins, the Auto-pilot requests feedback from the user on the effectiveness of the suggestion.
Moreover, you can have a free call center support for 1 phone number and a live chat with 1 chat button. Zoho Desk is a web-based help desk software that helps teams focus on their customers. It allows agents to assign, set up alerts, and track their tickets in a very straightforward way. Moreover, it is very customizable to ensure a nice —and unified— experience for the customer support team. Besides, this ticketing system collects incoming tickets through the web, phone, email, chat, and social media.
Which is great to supply customers with an omnichannel experience. The free plan is suitable for small customer support teams since you can have up to 3 agents. Jira Service Desk helps teams to manage service requests, incidents, changes, problems, and assets with a configurable workflow. It allows support teams to personalize the way they handle all processes in a fluid workflow.
Besides, there are a lot of integrations with third-party software solutions. With the free version of Jira, you can have up to 3 agents with unlimited customer limit, making this a good plan for solo agents and small support teams.
Helpspot offers free support software version with complete ticket management features. Moreover, it allows companies to choose between setting it up in their own server or in the cloud. For small businesses that are searching for call centre software, RingBlaze is an amazing option. They provide you with many features without charging a fortune. It is also one of the major Talkdesk competitors because of the amazing team collaboration features it offers.
This revolutionary call support software optimizes your success when it comes to sales and support collaboration. It allows you to manage call activities, add notes, assign calls to the most relevant team, and above all, supercharge the tasks.
It gives your website visitors a chance to contact you for free without even having to leave the website. RingBlaze offers a free trial. However, it is recommended to get a subscription to enjoy it to the fullest.
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