FocalScope is web-based help desk software. It includes email ticketing and live chat features for providing customer support, as well as surveys and a self-help knowledge base/FAQ. FocalScope can support multilevel SLAs and escalations. It also has a telephony integration for call center support...
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 (76-95 of 95)
Microsoft SharePoint Case Management System is a help desk / ticketing platform built through Microsoft Office SharePoint Portal to handle case tracking, monitoring, and management.
Cynergy is help desk software recently (2014) acquired by Epazz, Inc.
NetHelpDesk provide ITIL aligned help desk software that can be installed on premise or in the cloud. Through over 20 years of experience, NetHelpDesk has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: incident, problem and chang...
Artologik HelpDesk is a browser-based help desk and ticketing platform. It includes features such as flexible request registration, e-mail request handling, and data-driven analytics.
Evolve IP’s Desktop Services are designed to meet the diverse needs of any organization by providing a unified desktop management solution for physical and virtual desktops alike – enabling IT departments to deliver the most appropriate desktop solution for each end user, while maintaining contro...
Answerbase is a knowledge management platform for customer support and e-commerce, allowing users to ask questions, receive quality answers, and browse content and articles to meet their demand for information about your products and services. Each system comes with administration and moderation ...
AnswerDash is a self-service tool that enables online businesses to give their website visitors the right information, in the right place, at the right time. According to the vendor, with AnswerDash's Predictive Q&A Engine, companies dramatically cut their support costs while improving custom...
Supportbench is a SaaS solution that is focused on giving companies the ability to deliver the best possible support to their customers. According to the vendor, this solution melds the simple beauty of small business products with the power and complexity of enterprise solutions. Supportbench in...
eDesk by xSellco is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with all the marketplaces, channels, webstores and social channels that you sell on and consolidates them into one shared dashboard. The vendor says they give you the tools and corresponding order data t...
365Ticketing is a versatile SaaS ticketing system that can be used as help desk software, issue tracking software or as incident management software. According to the vendor, key benefits include: - Automatic ticket assignment to the authorized technicians based on workload balancing - Automati...
Helpman is a cloud-based software that lets companies organize answers and articles and make them available publicly to customers. Customer support teams share their knowledge with customers in a knowledge base or a help center. The vendor’s value proposition is that this reduces the flow on othe...
UVdesk Helpdesk is a SaaS-based customer support tool. It converts support emails into tickets. The vendor says with the help of UVdesk, companies can manage customer support services easily. UVdesk also offers features like knowledge base or FAQ creation to assist customers further. The social...
eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase...
Boomtown is a product support platform that allows users to sell, activate, and service technology products that are used by real world businesses. Through Boomtown, teams can leverage integrated knowledge, artificial intelligence, and seamless collaboration to orchestrate and automate exceptiona...
Rocketbots is a customer conversation platform that enables companies to scale their customer engagement without scaling their teams, claims the vendor. The Rocketbots platform uses self-learning AI and automation to generate leads, automate engagement & support customers. Rocketbots unifies ...
ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution. The vendor...
Directly offers CX Automation, promising to help companies deliver better customer service at scale, while creating economic opportunity in the AI economy. Companies like Airbnb, Microsoft and Samsung use Directly, and according to the vendor, are able to resolve up to 40% of support inquiries at...
iOPEX technologies headquartered in San Jose offers SupportFirst, a customer support platform supporting the ticketing process with agent guidance, effective first contact, repeat call or incident recognition and management, and other features.
From LiveChat, HelpDesk is a ticketing solution that customer support teams can use to optimize their communication with customers. According to the vendor, HelpDesk's easy-to-use collaboration tools enables teams to limit their efforts and multiply their results. The vendor states that HelpDes...