The use of help desk software has become crucial to contemporary business operations. To increase business productivity, the finest help desk software will interact with other business software platforms, such as CRM software.
Most businesses eventually require a mechanism to manage those discussions, whether it be dealing with IT requests from staff members or corresponding with consumers to help resolve service-related concerns.
Help desk software is more valuable than ever across a wide range of applications as our workplaces grow more linked. Ticketing systems are being adopted by product teams, development studios, e-commerce businesses, and many other sorts of teams to simplify the way they handle customer service and IT support.
Best Help Desk Software in 2023
- Freshdesk
- LiveAgent
- Zendesk
- SolarWinds Service Desk
- Hiver
- SysAid
Freshdesk
The help desk software package Freshdesk offers a variety of functions to improve workflow effectiveness. The ability to designate and build unique ticket statuses that work for your organization, prefabricated solutions to basic troubleshooting issues, and a team huddle to gather knowledge on more difficult concerns are some examples. A team mailbox is one of these tools.
To keep your support tech stack connected, you also have access to a few third-party integrations. Despite its strength, Freshdesk’s pricing and plans can be a little difficult to understand because of all the available add-ons. Additionally, the aforementioned functionalities are only accessible through their more expensive omnichannel programs.
Freshdesk has a robust feature set that is mostly production-oriented and makes it simple for teams of all sizes to interact and provide excellent customer care.
Freshdesk stands out as a deserving help desk solution thanks to the ability to set service level agreements (SLAs) and having a look at additional advanced reporting capabilities in the evaluation criteria section.
LiveAgent
A ticketing system called LiveAgent delivers omnichannel support desk services that operate on all platforms. There are certain drawbacks to the program, such as a poor mobile user experience, pricey social network support, and a sluggish live chat.
A support desk designed for small- to medium-sized organizations is called LiveAgent. Although they support different email inboxes, it is largely geared at call center-based teams.
We advise it for firms that frequently offer support over the phone due to its powerful call center tools. LiveAgent makes it simple and quick to offer your customers live phone help by providing unlimited call records and call transfers.
A support desk software program with over 150 integrations and a number of cutting-edge capabilities is called LiveAgent. This software is used by more than 40 000 customers to deliver superior customer support to their clients.
LiveAgent is totally free for you to use. However, there are three price points available: $15, $29, and $49 a month if you want to use its advanced features.
Sign up for a 14-day free trial if you want to give it a shot and familiarize yourself with the interface.
Zendesk
A leading help desk solution, Zendesk has a number of solutions that work together to improve the caliber of your customer service. You can quickly integrate the system into your processes because to its responsive design and user-friendly interface. Email, live chat, social media, phone, and SMS are all supported. Additionally, it enables fruitful collaboration, enhancing the efficiency and productivity of your agents.
Additionally, users can view a customized version of their queue based on criteria like ticket status, group, and assignee. It empowers your clients and support staff to use self-service tools like the knowledge base (KB), customer portal, help center, and online community.
With features like web widgets, prewritten ticket responses, and a thorough customer history, this helpdesk system shows all of your live client contacts in a single, dynamic interface.
Your customer service will improve thanks to Zendesk’s unified agent workspace, which offers a quicker, more personalized experience.
SolarWinds Service Desk
MNCs all around the world employ the well-liked service desk for contemporary IT teams called SolarWinds. It facilitates improved IT process control and enhances customer service. It combines practical features and superior offerings to give your audience the greatest customer service possible.
The SolarWinds service desk has a focus on sectors with stringent rules and regular audits. This program can help you manage inventories, stay compliant, and organize your license and contract documentation. It is implemented as a SaaS solution and appropriate for companies of all sizes.
An IT service management tool called SolarWinds aids in removing obstacles to employee support services. The service desk system has some flaws, including a poor user interface, sluggish customer help, and a lack of crucial features.
To lessen manual work for your personnel, you can also build a self-service portal and automate some ticket routing. You finally get authentication tools for LDAP and Active Directory.
There is only one technician login allowed, however there are no contracts or time restrictions until you can upgrade to a paid account.
Hiver
Hiver is a top-notch service desk system designed specifically for Google Workspace. More than 1500 businesses use it to easily manage their call centers inside of Gmail.
Hiver’s features and capabilities can be used for $15, $39, or $59 per user per month. If you sign up for a 7-day free trial, Hiver also gives you the option to experience their help desk software for free.
Other features of Hiver include the automatic assignment of incoming customer emails, email tags for easier query categorization, and email templates for standardizing client responses. Hiver also provides real-time statistics, personalized SLAs, and customer satisfaction surveys to assist support teams in monitoring and enhancing performance.
Over 2000 businesses, from modern unicorns to established conglomerates, rely on Hiver to give their customers a better experience. Hiver is the technology behind organizations like Appsflyer, Flexport, Pluralsight, Upwork, Harvard University, and Oxford Business Group, among others.
SysAid
Their clients can manage each ticket and customer interaction with the care it requires thanks to SysAid’s numerous automation solutions.
Asset management, automation, and business intelligence are all combined on one platform by SysAid, a help desk and IT service management solution. It provides all the necessary tools you’ll need to manage your IT support, including a ticketing system, a chat system, an asset management system for your IT, benchmarking data, and more.
Additionally, it offers a self-service site where customers can submit issues, view IT announcements, make service requests, and independently access the knowledge base.
An automated IT help desk application called SysAid mainly relies on a hands-free ticketing system. The helpdesk system had certain issues with a hands-free ticketing system, such as being prone to errors while updating tickets, being expensive to deploy, and having challenging setup settings.
Get in touch with SysAid’s team to find out more about their pricing and to receive a customized plan. You can register for a 30-day free trial if you want to give it a try without any obligations.
Conclusion
Every industry and sector where consumers and clients can contact and reach out for ease of communication now uses a significant amount of help desk software in workers and customer services. The use of help desk software for businesses has transformed how customers, clients, and businesses seek assistance or inquire about any issues as a result of the development of technology and other IT resources.
As you work toward your customer service objectives, a help desk solution can keep you organized with its richness of issue management and customer communication tools. And if you believe that this technology is only appropriate for large businesses with thousands of clients, think again.
