What is Help Desk Software?

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 the best Help Desk software currently available using the table below.

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    Atera

    Atera

    Atera

    Atera’s all-in-one platform enables IT professionals to gain access, visibility, and control over all their networks and devices from anywhere, so they can work smarter and faster. With Atera, you can manage your entire IT operation — from patch management, IT automations, advanced reporting, alerts, helpdesk, ticketing, and even dozens of integrations with the tools you already know and love — all in one place. Our pay-per-technician model enables IT teams and MSPs to pay a fixed price and scale operations across unlimited devices, all while reducing menial tasks so they can focus on the work that matters most. *New: Atera integrates with OpenAI (the creators of ChatGPT) for seamless script creation and execution, so you can run scripts in seconds, explore new automations, and focus on the work that can’t be done without you! Try Atera for free!
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    Starting Price: $99/month/technician
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  • 2
    SysAid

    SysAid

    SysAid Technologies

    SysAid revolutionizes the IT realm with a state-of-the-art, next-gen ITSM platform, effortlessly elevating service delivery for organizations. Leveraging cutting-edge generative AI, intricately woven into every service management aspect, SysAid offers a holistic solution. Its intuitive interface and immersive conversational user experience redefine operational norms, marking a monumental shift. Empowering IT admins and Service Management leaders, SysAid unlocks productivity, allowing employees to center on core roles. This empowerment fosters a sense of purpose, enabling unhindered operations, and propelling entities toward achieving their paramount objectives.
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  • 3
    ConnectWise PSA

    ConnectWise PSA

    ConnectWise

    ConnectWise PSA, formerly ConnectWise Manage, is a robust business management platform made for companies that offer, service, and support technology. Trusted by more than 100,000 users, ConnectWise PSA offers a wealth of features that enables teams to achieve greater accountability, operational efficiency, and profitability. The platform comes with help desk, time tracking and billing, project management, account management, agreements, sales and marketing, procurement, and reporting tools.
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  • 4
    ScreenMeet

    ScreenMeet

    ScreenMeet

    Enterprise Remote Support from the Cloud. Deeply integrated with leading 3rd part CRM/CSM/ITSM platforms to drive the CX revolution. Cloud-native and web-based for the Support Agent. Works on all Windows OS (7,8, 10 and Server), Mac, iOS and Android. Full desktop takeover plus UAC access and device-specific shortcuts. Get your employees onboarded and resolve IT issues with an experience that is almost like being in person, using voice, video, and remote control, launched right from your ITSM platform. Rapidly connect with customers using the channel that works best for them. It’s simple to add video calling and screen sharing to facilitate the move from in-person to online interactions seamlessly to accelerate resolution times, and improve the customer experience. When customers purchase goods or services, give them real-time digital service and sales assistance using live voice, video, or screen sharing.
    Starting Price: $59.00/month/user
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  • 5
    TeamHeadquarters

    TeamHeadquarters

    Entry Software

    TeamHeadquarters by Entry is an integrated service desk, help desk, asset management, and project management software for IT teams. With TeamHeadquarters, IT teams can focus on the right work at the right time. The platform offers full-function tools for project management, portfolio management, help desk, and time sheets. Customers can submit and review requests via the customer service portal.
    Starting Price: $9.00/month/user
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  • 6
    NinjaOne

    NinjaOne

    NinjaOne

    NinjaOne is a leading unified IT management software company that simplifies how IT teams work. MSPs and IT departments can automate, manage, and remediate all their device management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction. NinjaOne is consistently ranked #1 for its world-class customer support and has been recognized as the best-rated software in its category on G2 and Gartner Digital Markets for the past six years. NinjaOne delivers a happier, simpler IT experience with best-in-class device management, patch management, remote access, and more. With NinjaOne’s fast modern, intuitive platform, IT teams can automate processes and control their IT environments from an easy-to-use interface that allows them to instantly monitor, manage, secure, and support all users.
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    ConnectWise ScreenConnect
    ConnectWise ScreenConnect, formerly ConnectWise Control, is a remote support solution for Managed Service Providers (MSP), Value Added Resellers (VAR), internal IT teams, and managed security providers. Fast, reliable, secure, and simple to use, ConnectWise ScreenConnect helps businesses solve their customers' issues faster from any location. The platform features remote support, remote access, remote meeting, customization, and integrations with leading business tools. Raise the bar for remote support and reduce customer downtime. Give technicians the ability to deliver superior service through reliable, direct connections to access desktops, mobile devices, and more when needed. Fast, flexible, and secure remote desktop and mobile support solutions for every industry and need. Not sure which version you need? Try all the features and we'll guide you on the best fit for your situation. Free 14-day trial, no credit card required.
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    Starting Price: $27 per month
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    Odoo

    Odoo

    Odoo

    Odoo is a fully integrated, customizable, open-source software packed with hundreds of expertly designed business applications. Odoo’s intuitive database is able to meet a majority of business needs, such as: CRM, Sales, Project, Manufacturing, Inventory, and Accounting, just to name a few. Odoo is an all-in-one software solution designed to meet the needs of companies, regardless of their size (or budget). The unbeatable, seamless nature of Odoo helps businesses become more efficient by reducing redundant manual processes, which helps companies save countless hours of labor. Every module is interconnected to provide a fully-integrated experience from app to app, and users can automate many processes that would’ve otherwise required manual inputs into multiple applications. Odoo keeps all business functions in one place, allowing teams to collaborate with other departments from one unified platform in the most efficient way possible.
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    Starting Price: $25.00/month/user
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    Sendbird

    Sendbird

    Sendbird

    Sendbird's chat, voice, and video APIs power conversations and communities in hundreds of the most innovative apps and products. Sendbird’s feature-rich platform, and pre-fab UI components make developers more productive. We take care of a ton of operational complexity under the hood, so you can power a rich chat service, and life-like voice, and video experiences, and not worry about features, edge cases, reliability, or scale.
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    Starting Price: $399 / month
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    Vivantio

    Vivantio

    Vivantio

    Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer Support. By combining enterprise-level functionality with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, scalable, and fully configurable platform that empowers businesses to achieve service excellence. The platform scales to meet the complex business needs of large, multi-site organizations, especially during periods of high growth. Vivantio is a trusted partner offering cost-effective solutions through flexible licensing.
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    Starting Price: $59.00/month/user
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    EngageBay

    EngageBay

    EngageBay

    EngageBay is a simple, affordable, integrated, all-in-one marketing, sales and service automation platform with free CRM, built to grow small businesses and startups. The marketing automation suite helps you save time, nurture your audience and automate routine, manual tasks. With the free CRM and sales automation, you can organize all your email contacts, track deals, and the sales pipeline to grow your sales. Further, you can build meaningful customer relationships that stay for life. And finally, with the free live chat and helpdesk features, provide real-time assistance to convert visitors to happy customers. Track, prioritize, and solve customer support tickets in minutes.
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    Starting Price: $10.79/user/month (biennially)
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    Sogolytics

    Sogolytics

    Sogolytics

    Sogolytics is an experience management platform that enables companies to collect, analyze, and utilize customer and employee data to fuel business growth. Organizations across industries leverage Sogolytics to monitor interactions at all customer and employee touchpoints. Best-in-class reporting provides real-time, actionable insights to predict and mitigate potential issues. SogoCX enhances every aspect of an organization's customer experience. This means: improved conversion rates, streamlined data management, and understanding customers to drive return on investment. With SogoCX, organizations leverage touch points to measure key metrics such as NPS, CSAT, and CES. SogoEX is an employee experience management software for organizations to gather and utilize data to increase engagement and minimize turnover. The platform was designed to allow HR and leadership to drive organizational change through real-time feedback collection, employee engagement, and an exchange of ideas.
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    Starting Price: $299 per year/user
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    Nextiva

    Nextiva

    Nextiva

    Nextiva is a feature-rich cloud-based unified communications service offered by Nextiva. Offering businesses more ways to communicate than ever, Nextiva helps to empower today's modern businesses. Whether on the desk or on the road, teams subscribed to Nextiva can enjoy seamless mobility, clear communication, and a scalable service. All conversations in one place with phone, SMS, video, and email together with customer experience and productivity tools. Reduce app fatigue by communicating with customers and teams from one tool. Get rid of productivity loss from not having the information you need, when you need it. Communicate with customers however they come to you and track their conversations and feedback in a single view. Learn more about our favorite customer engagement tools. Understand how your customers feel through every interaction.
    Starting Price: $19.95 per month
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    Userlike

    Userlike

    Userlike

    Userlike is the leading software solution for customer messaging and support automation in Germany. Receive messages from your website, WhatsApp or your preferred messaging channel in Userlike’s Message Center. Within this central inbox, messages are enhanced using professional features such as live translations, file sharing, video calls and more. Userlike offers asynchronous messaging, ensuring you're always in touch with your visitors. No matter when they start a chat, they’ll receive an email notification with a link to your reply. With Userlike’s AI Automation Hub, you can create AI chatbots, smart FAQ pages and interactive contact forms to automate your support. With our GPT-4 integration, the chatbot creatively combines answers from your knowledge base and provides customers with personalized answers. All AI Hub tools are connected to a central knowledge base that learns from each request. Userlike is developed and hosted in Germany, making it a GDPR-compliant software
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    Starting Price: $90.00 per month
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    Supportbench

    Supportbench

    Supportbench

    Supportbench is a powerful customer service management tool that helps you deliver exceptional customer support. We are razor focused in helping teams that have to support other businesses (B2B) in helping to manage all of the complexities that arise when supporting these high volume environments. Supportbench provides enterprise-level tools that allow mid-sized businesses to help retain more customers, automate more, while saving costs. Features include customizable surveys including NPS and CSAT, seamless integrations to CRMs like Salesforce, real time analytics, built in scheduling tools, knowledge base, support ticketing system, agent and team scorecards, customer success health scoring, adaptive response times and much more. Our reviews SAY IT ALL ..🎤.
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    Starting Price: $35.00/month/user
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    Issuetrak

    Issuetrak

    Issuetrak

    For over 20 years, Issuetrak has provided the best customer support and the most value per free end user of any issue tracking or help desk software available. You can choose whether to take advantage of our Cloud SaaS environment or host Issuetrak yourself on-premises - an option we remain committed to with new releases and software updates every 45 days on average. Let your powerful free end users have up to 50 permissions set by your administrator, or simply give them omnichannel submission options with no training needed (not even a login!). Perfect for teams of any size, and multiple industries including government entities, manufacturing, finance, healthcare, consumer products, education, and more. - Connect to over 5,000 business apps with Zapier and our API - Use Active Directory, AD Federation Services, Azure AD, and third-party OAuth for Identity Management - and much more!
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    Starting Price: $26/month per agent
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    EcholoN

    EcholoN

    mIT solutions

    Customer-oriented and effective through all levels: EcholoN, the Service Management Software Suite, is a comprehensive solution for service, support and customer care. You want full control of your system and operate your service management solution completely in your home. You favor a cloud solution without burdening your infrastructure and operate your service management software in the EcholoN cloud. All you have to do is enter a new license key. Your recorded data and the stored workflows are retained and are available directly for further processing. After the license has been entered, you can start directly with the new options. Each workstation has different requirements, which are better supported by a native application. Depending on the application, role and location you can work with a native iOS or Android app, offline and without receiving in the field service. The web app is designed for working online on all devices.
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    Starting Price: $5000 one-time payment
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    LiveHelpNow

    LiveHelpNow

    LiveHelpNow

    • Software solutions to meet all of your customer support, contact center, lead generation, and help desk needs. • All-in-one omnichannel capabilities: Live chat, SMS text-to-chat, chatbots, Facebook messenger, email management, and VoIP call management, yet your team will receive one streamlined communication history. • Tools/features include intelligent conversation routing, canned responses, KPI dashboards, contact center analytics, enterprise level reporting, conversion tracking, unified inbox, auto language translation, knowledge base management, automations and triggers, lead generation management, and more. • Get the most out of your existing tools. Integrate with your CRM, CMS, knowledge base, social media and more. • HIPAA, ADA and PCI compliant • Quick, easy installation. No setup fees or contract. • Free 30-day trial • Free training and 24/7 Support • #1 rated 7 years running as best live chat and SMS help desk platform • #84 Inc. 500 fastest growing companies
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    Starting Price: $21.00/month/user
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    YetiForce CRM

    YetiForce CRM

    YetiForce Sp. z o.o.

    Are you looking for a system to boost your sales? Do you want to improve your relationships with customers? Do you want to contribute to the fastest growing open source project on GitHub? You can use YetiForce completely free of charge. With YetiForce’s help you will manage 12 business processes in your company, no matter the size. YetiForce’s open source code was released under a very flexible and liberal license, which gathers a large and active community around the project. You too can contribute to it no matter if you are a professional programmer or software development is just your hobby. Download YetiForce for free and find out why you should become one of more than 250,000 people who already use it.
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    Starting Price: Free
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    UseResponse

    UseResponse

    UseResponse

    Highly customizable all-in-one Customer Support and Feedback Software available in SaaS and On-Premise. - Community Feedback Software Helps to collect, organize, manage incoming feedback and feature requests. Smart voting and the commenting system helps to get insights for creating product development roadmaps. -Help Desk with Ticketing Feature-rich ticketing help desk system allows you to manage tickets with the help of customizable statuses, tasks, private notes, comments, reports, and Kanban Boards. Smart system automation and notification rules allow to facilitate the workload on your support team and cut expenses. Insightful Reports and Analytics system help to estimate the efficiency of your support team and analyze your customers' experience. - Knowledge Base Software Improve customer self-service by organizing FAQs and documentation system around your products or services. Embed knowledge base widget on any page of your website, or in a Chatbot.
    Starting Price: $149.00/month/ 2 Agents
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    Simplisys Service Desk
    Award winning, easy to use Help Desk software for service departments challenged to do more with less. Simplisys Service Desk offers flexible solutions for all support teams regardless of size. - Manage multiple data channels from one easy to use interface. - Roles based access to tickets. - Email integration with automated ticket creation and acknowledgements. - Feature rich reporting tool and dynamic dashboards. - Customer Portal theme-able by Department / Customer organization. - Powerful but simple to create business rules and workflows to drive automation. Not to mention our market leading support, don't waste time reviewing thousands of documents online give us a call.
    Starting Price: $20 per month
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    GLPI

    GLPI

    TECLIB

    GLPI is an incredible Service Management software based on open source technologies. It helps you plan and manage IT changes in an easy way, solve problems efficiently, automate your business processes and gain control over your IT infrastructure. Key features of GLPI: 1. Service Desk 2. Asset management and automatic inventory 3. Rationality for data quality control 4. Administrative and financial management of assets 5. Software inventory and licences management 6. Knowledge and frequently asked questions 7. Statistics and reports 8. Profound integration 9. Android-based devices inventory
    Starting Price: €19/month/user
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    NITRO IT Help Desk

    NITRO IT Help Desk

    Crow Canyon Software

    The best and most comprehensive IT Help Desk running on SharePoint, Office 365, and Teams. Used by organizations around the world! Keep your staff focused on their jobs by resolving hardware and software issues quickly with minimum downtime. With the right tools and features, IT support teams become more efficient while improving service quality to employees and customers. Utilize the Office 365, Teams, & SharePoint platforms for detailed tracking of IT-related requests and efficient queue management. Resolve tickets quickly, reduce downtime, and increase end-user satisfaction. Lower your operational costs while keeping your staff productive and focused on their work. Users can use email, web, portals, bots, texting, and more to contact the help desk. Mark Reports & Dashboards that give both an immediate and historical view of Help Desk status. Asset Tracking, maintenance, upgrades, replacements, support.
    Starting Price: Contact Us
  • 24
    IncognitoDesk
    IncognitoDesk is a communication platform that allows organizations to offer services while preserving the anonymity of users who use their services. It is the perfect tool for human resource teams, community organizations working with sensitive communities and higher education institutions in their application of the Quebec law P-22.1. It does so by allowing the agents (like a social worker) to create channels to receive messages by SMS, Email, from their users. Messaging platform overload? Between Facebook Messenger, Whatsapp, SMS and email it’s easy to lose track of where your conversations are taking place. IncognitoDesk brings social messaging platforms into a single, secure web interface where you can focus on helping your client instead of remembering where you had that conversation in the first place. Let your clients message you on the social messaging platform they are comfortable using while you assist them.
    Starting Price: $15 per month
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    Vision Helpdesk

    Vision Helpdesk

    Vision Helpdesk

    Vision Helpdesk product is a 15-year-old veteran and pioneer in the Satellite helpdesk industry, currently trusted by 20,000+ companies. They dominate the market with their three product service platform that helps manage Customer Support for small to enterprise-level business; Vision Helpdesk offers solutions that involve Help Desk Software (Multi-Channel Help Desk), Satellite Help Desk (Multi Company Help Desk), IT Service Desk (ITIL/ITSM Help Desk) and Live Chat Software. Vision Helpdesk is specifically designed to support multiple companies/ brands/products on one centralized location, without needing to integrate third-party programs. Users can easily load the cloud-based version or on-premises version. Leaders at Vision Helpdesk believe that they can deliver all possible features that will simplify your day-to-day customer interaction and will give you perfect control over the information flow in your organization.
    Starting Price: $8.00/month/user
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Help Desk Software Guide

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.

What is Help Desk Software?

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.

Help Desk Software Features

  • Ticketing System: A ticketing system is used to manage user inquiries, requests and complaints. It allows users to submit a request or inquiry via email, phone or web-based form. The support team can then review, monitor and respond to these requests as needed.
  • Knowledge Base: A knowledge base provides a centralized source of information for users and support agents. This information can include product documentation, troubleshooting guides, FAQs and more. It allows users to quickly find answers to their questions instead of needing to contact a support agent.
  • Automated Responses: Automated responses are pre-defined, automated messages that can be sent in response to user inquiries or requests. They help to save time and resources, as well as provide users with helpful information on a consistent basis.
  • Multi-Channel Support: Multi-channel support allows customer service agents to respond quickly and efficiently to inquiries, requests and complaints through multiple channels such as email, phone, chat and web forms. This feature also helps to ensure that customers receive the best possible service no matter how they choose to contact your company.
  • Reporting & Analytics: Reporting & analytics allow customer service agents to track ticket statuses, customer feedback and more in order to improve customer satisfaction levels and better understand customer needs. This feature provides valuable insights into how the help desk is performing overall and helps identify areas for improvement.
  • Integrations: Help desk software typically offers integrations with other applications such as CRM systems or project management tools in order to streamline workflows and improve collaboration between departments. Integrations allow different teams within an organization to stay connected without having to switch between multiple applications.
  • Self-Service Portal: A self-service portal allows customers to quickly and easily find answers to their questions without having to contact customer service. It can include a knowledge base, FAQs and other helpful information that allow users to resolve issues on their own. This feature helps to reduce the burden on customer service teams and save time.

Advantages of Help Desk Software

  1. Improved Productivity - Help desk software helps streamline customer support processes, providing agents with a way to quickly access customer data and answer customer inquiries in an efficient manner. This leads to faster response times for customers and more productive customer service teams.
  2. Increased Customer Satisfaction - By providing timely and accurate responses to customer inquiries, help desk software ensures that customers always receive the assistance they need. As a result, customers are left feeling satisfied with their customer service experience and more likely to continue doing business with the company.
  3. Automation - Help desk software automates many of the manual tasks associated with responding to customers, such as ticket routing, tracking, and reporting. This reduces time spent on mundane tasks, freeing up resources for other important activities.
  4. Visualization of Data - With help desk software, it is easier to visualize customer data in one place rather than sorting through a variety of sources or reports. This allows support teams to get a better understanding of their overall performance which can be used when making strategic decisions within the organization.
  5. Scalability - Help desk software provides scalability options so organizations can adjust their usage depending on growth or changes in demand from customers while still being able to offer quality service levels.
  6. Integration - Help desk software is often designed to integrate with other business systems such as CRMs, ERPs, and billing systems. This allows customer service teams to pull relevant data from various sources in order to provide faster and more accurate responses.
  7. Cost Savings - By streamlining customer service processes, help desk software helps organizations save on costs associated with manual processes or hiring additional personnel. This leads to greater cost efficiency and improved bottom-line results.

Help Desk Software Functions

Common Help Desk Software Applications

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.

1. HR Teams

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.

2. IT

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.

3. Bug Tracking

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.

4. Customer Service

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.

5. Free Help Desk Software

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.

Help Desk Software Applications

How to Choose the Right Help Desk Software

  1. Determine what you need from the software - Consider what functionality is most important to your organization and make a list of requirements.
  2. Analyze existing processes & systems - Take into account how your existing help desk system works and how it interacts with other applications and databases in your IT infrastructure.
  3. Research available options - Look into different help desk software solutions that are available on the market, compare their features, and read user reviews to get an idea of how they perform in real-world conditions. Compare help desk software using the tools on this page and filter by user reviews, features, functionality, pricing, integrations, operating system, and more.
  4. Set a budget & timeline - Decide on a reasonable budget for the software (as well as implementation and training costs) based on the requirements you identified earlier, plus any additional features you may need or want. Factor in the time it will take to research, evaluate, and implement the new solution.
  5. Demo & Trial - Contact product vendors to request demos or trials so that you can actually experience using the software before making a purchase decision.
  6. Make a decision & implement - Taking all of these criteria into account, decide which vendor meets all of your requirements within your budget and timeline constraints best. Once you’ve made a decision, coordinate with the vendor to implement their product in your IT environment securely as soon as possible.

Help Desk Software Trends

  1. Cloud Computing: Help desk software is now available in cloud-based versions, allowing for more flexibility and scalability compared to traditional on-premise solutions. This option also allows the help desk system to be accessed remotely, making it more accessible for staff and customers.
  2. Automation: More help desk software is incorporating automated features that can streamline common help desk tasks such as customer ticket routing, resolution tracking, and customer self-service. This helps reduce manual labor and increases customer satisfaction by providing quick resolutions to their issues.
  3. AI Integration: Artificial intelligence (AI) is becoming increasingly integrated into help desk software solutions. AI can be used to automate processes, identify patterns in customer support tickets, predict future needs, and provide personalized service recommendations based on the customer’s data profile or past interactions with an organization's products or services.
  4. Mobile Accessibility: Help desk software providers are designing their applications to be compatible with mobile devices so that customers can access the system from anywhere on any device. This flexibility makes the system attractive for customers who are always on the go or need immediate answers to their questions or issues while away from a computer terminal or desktop machine.
  5. Security Enhancements: Help desk systems are now more secure than ever before, integrating high-level encryption technology along with authentication protocols such as two-factor authentication, role/permission management tools and other security measures that protect sensitive data from malicious threats and unauthorized access attempts.

Who Uses Help Desk Software?

  • End Users: Those who use the help desk software to access support from their IT or customer service department.
  • System Administrators: Those who manage the setup and maintenance of the help desk software in order to ensure it runs smoothly for users.
  • Technical Support Specialists: Those who provide technical assistance to customers, such as troubleshooting computer problems, diagnosing errors, and providing answers to questions.
  • Product Consultants: Those who are knowledgeable about a company's products and services, and can use the help desk software to answer customer inquiries.
  • Management Personnel: Those responsible for overseeing the operations of a company's help desk system, such as setting up processes, assigning tasks to team members, monitoring performance metrics, and ensuring customer satisfaction.
  • Business Analysts: Those responsible for analyzing customer data collected via the help desk software such as usage trends, user feedbacks and complaints in order to improve customer experience.
  • Database Administrators: Those responsible for maintaining, organizing, and optimizing the databases used by help desk software to store customer information.
  • Network Administrators: Those responsible for configuring and monitoring the networks that a company's help desk system runs over.
  • Developers: Those who are responsible for developing custom features or integrating other applications with the help desk software to better suit the needs of customers.
  • Trainers: Those who provide training to new or existing help desk personnel on the use of help desk software.

How Much Does Help Desk Software Cost?

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.

What Software Integrates with Help Desk Software?

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.