Casengo's cloud application for customer support empowers online retailers and other small businesses to respond to customer questions faster and better than ever. One team inbox can be used for customer chats, emails and social media posts.
Help Desk Software
Best Help Desk Software
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Help Desk Software Overview
What is Help Desk Software?
Help Desk software organizes and automates customer support processes. Other names for Help Desk software include:
Customer service software
Service desk software
Customer support software
No matter what it’s called, this form of software has the same goal. It creates a single point of contact for users to connect with a company. When customers cannot solve a problem, they can easily reach out for support and for self-help knowledge.
Some help desk solutions offer both self-service and ticketing for support personnel. Others focus on either a knowledge center or a ticketing center.
Most help desk software integrates with live chat software and call center software. (Alternatively, some customer service suites offer these capabilities built-in.) Most will also integrate with related platforms, like a CRM.
Integration makes the software more functional and information more accessible, contributing to a smoother experience for the support agent and for the customer requesting help.
The ticketing system is the most important part of help desk software. Customers use a portal to create a support ticket. The ticket is then submitted to the right person or department.
With a project management approach, help desk software lets users track, prioritize, and route tickets. This process can be automated or directed manually, often with collaboration across departments.
Multi-channel support uses the same ticketing system across multiple channels. This includes live chat, email, web forms and phone, and may also include social or other channels. The system integrates the progress of a ticket into a single interface, regardless of where the issue originated.
Based on user feedback in reviews, there are certain things to keep in mind. Look for these features as you’re determining whether a ticketing system is right for your use case:
Customer ticket fields
Billing based on support usage
Differentiated support for various accounts
Self Help Knowledge Base
Help desk software often lets teams create self-help resources. This helps customers to answer questions on their own, without submitting a ticket. This is known as a self-help knowledge base.
Sometimes this is in addition to a ticketing system, and sometimes it stands alone. A knowledge base can take different forms, including:
Discussion boards and forums
Pop-up tips & recommendations
Customers can often solve their problem using these resources. This means fewer support tickets and more efficient work for support agents. Many help desk tools also include the ability to create an internal knowledge base that can help agents answer questions more quickly and accurately.
Platforms like Zendesk and Desk.com include both self-help and ticketing options. Other tools, like Parature, are point solutions for a self-help knowledge base. Knowledge base point solutions let users create and share self-help knowledge with customers and support agents.
Social support integrates your help desk with social media platforms to bring a new level of service to customer support. This integration allows social monitoring, issue tracking, and engagement. Examples of products that enable social support include Freshdesk, Zoho Support and HappyFox.
Social support tools help agents communicate directly on social media. As customers ask questions or share complaints on social media, agents can respond faster and more publicly. Usually, agents can respond to Tweets or Facebook posts within the help desk interface. This helps keep social media support organized alongside other support channels. Even without a ticket, social media communications are an important way to interact with customers.
Help Desk Software Features & Capabilities
Ticket & Case Management
The core of most help desk solutions is the ticketing system. Common features for ticketing and case management include:
Ticket creation - Allows users and agents to enter new support requests.
Ticket response - Allows agents to follow up with customers. This often includes automated responses.
Workflow/Escalation - The ability to route tickets to appropriate support personnel.
Documentation and collaboration - Agents can attach files and notes to tickets, maintaining a record of every interaction.
Service Level Agreement Management
Many help desk products support self-help options on top of ticketing. These community resources can take pressure off of agents by facilitating self-service. Features around self-help and community include:
Forum functionality for customer discussion.
A searchable knowledge base.
Public Q&A for the benefit of other customers.
Internal knowledge base to help agents answer support questions.
- Surveys and polls, for customers to submit ideas and leave feedback.
Most help desk solutions enable communication via multiple channels. Multi-channel features give easier access to support for customers. Multi-channel communication also creates a more convenient platform for agents. Common multi-channel features include:
A customer portal for users to submit tickets and access self-help resources.
Live chat within a software product or on a company website.
Phone support. This includes call recording, contact database, Interactive Voice Response, call routing, and call scripting.
Social integration with platforms like Facebook and Twitter. This often includes “social listening” tools for brand activity monitoring and reporting.
Help desk software is usually priced as per agent per month. This means the price grows the more support agents the organization needs. Vendors typically offer a discount for annual billing. It is also usual to find multiple editions, with price dependent on features.
For the typical subscription model (per agent per month), pricing starts at under $10 for basic features. Subscriptions can run up to $200 per agent per month for a more enterprise level of service.
Some small vendors provide software to other small companies. As a result, some packages are priced differently than normal. These pricing models include a one-time license purchase and a volume-based subscription model.
Some ‘freemium’ packages are available, such as Freshdesk for small businesses. Companies can use basic features for a limited number of agents without paying anything. Then they can add more features or more agents when they grow. These may work well for startups or small companies that just need the essentials.
Help Desk Products
Listings (51-75 of 95)
Eptica is a multi-channel customer support platform including web self-service, social customer service, email management, and chat.
Helpdesk Pilot is a help desk software designed for Customer Support and IT Help Desk Management. It allows businesses to manage support services more efficiently, treating each and every incoming request as a unique, traceable ticket.
Helprace is customer service software that combines a help desk, customer feedback community and a knowledge base in one platform. Key features include email integration, ticket productivity tools and a feedback widget. The vendor offers crowd-sourced support as well as on-on-one support in one s...
UseResponse helps companies provide customer service support using several channels and organize their community around products or services on their server. It's all-in-one support suite with feedback, help desk ticketing system, knowledge base and live chat in one package. Integrate it using...
VivaDesk is a help desk platform with service, client, knowledge, and asset management capabilities.
KPS Knowledge Management Software is a call center software offering from KPS.
IssueTrak is an IT service management platform with features such as business operations support, issue tracking, and customer support operations.
Respond is a help desk management software solution offered by Aptean. Positioned as a "complaints management" solution, Respond is built to help clients improve front line customer interactions.
Rhino Support is help desk software for small businesses which allows multiple agents access for a single rate, as opposed to the per agent monthly pricing commonly seen.
HelpMaster is a help desk / ticketing software built to provide the ability to log, track, manage, automate and escalate customer support issues with capabilities such as customer relationship management (CRM) and workflow automation.
PhaseWare Tracker from PhaseWare, Inc is a cloud or local-installed customer support solution.
RocTik Ticketing System is a cloud-based ticketing system from Evayadesk. The solution enables users to create, track, categorize, prioritize and resolve tickets. Both email alerts and real-time reports are included in this help desk solution.
Impelops is a business process management software with strengths in its workflows, analytics and reporting capabilities. It is designed primarily for companies in the IT help desk space.
Revelation Helpdesk is cloud-based or installed help desk software from YellowFish Software.
Hesk is a free to install help desk from SysAid, the ITSM company, a stripped-down version of that company's eponymous flagship product.
Help Sumo is help desk software from AJ Squared, Inc, available for a one-time license purchase.
Ameyo is an all-in-one software based communication solution that is designed to manage end-to-end customer journeys and consistently deliver exceptional customer experiences. According to the vendor, it is a powerful and highly flexible IP-based contact center software that lets user have a pers...
Wise Support is designed to deflect more support tickets, lower response times and allow support agent more time to focus on solving customer issues. Some key features include: Triage-free Routing, Recommended Response, and Automated Reply.
Astute ePowerCenter is a help desk / ticketing platform with built-in customer relationship management (CRM). It includes features such as automated fulfillment, integrated knowledge management, and workflow automation.
Sunrise Customer Service Management is a help desk / ticketing platform, handling the entire service lifecycle.
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing.The vendor’s valu...
SupportSoft eService is a customer relationship management and help desk software solution offered by Aptean.
devContact is a web-based support desk application developed with the aim of resolving mobile app user support issues in the simplest way possible. devContact offers all the conventionally desired features such as ticket management, cloud-based FAQs, bulk update and auto responder/assignment feat...
CRMdesk is a help desk portal with a hosted knowledge base and ticket management capability.