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class="StyledCol-sc-inuw62-0 bbWTuI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">The best help desk software solutions for a better customer experience</h1><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Help desk software creates better experiences for your customers and your employees. Learn how to pick the right tool for your business.</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a href="/in/demo/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">View demo</a><a href="/in/register/" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Start your free trial</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/hero.png" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Your complete guide to the best help desk software</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Last updated May 5, 2023</p><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If customers are the beating heart of your company, then communication is the lifeblood. Having the necessary tools to communicate effectively and provide a great customer experience is crucial if you want to keep your customer base.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Over 80 percent of customers say a positive customer service experience increases the likelihood they’ll make another purchase, according to the <a href="/in/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Customer Experience Trends Report 2023</a>. Our report also revealed that customer support tickets surged by 30 percent in 2021, and it’s clear—excellent customer service is a critical component of a successful business.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This helps explain why seamless, omnichannel help desk software is now the standard. But that doesn’t mean it’s easy to find the right solution for your business, especially if the software for your help desk also needs to support IT or HR services for internal employees.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Let Zendesk be your guide in helping you understand the ins and outs of help desk software.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#whatisit" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is help desk software?</a> </li><li><a href="#typesoftools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">6 different types of help desk software</a> </li><li><a href="#essentialfeatures" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">8 essential help desk software features</a> </li><li><a href="#benefits" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What are the benefits of using support desk software?</a> </li><li><a href="#challenges" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What are some challenges with help desk software?</a> </li><li><a href="#whousesit" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Who uses IT help desk software?</a> </li><li><a href="#tips" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">10 tips to improve your customer service help desk</a> </li><li><a href="#topsolutions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">The 10 best help desk software solutions for 2023</a> </li><li><a href="#howtochoose" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How do you choose the right SaaS help desk software?</a> </li></ul></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is help desk software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="whatisit"></div> <div style="height:auto;width:100%"><div class="VideoEmbedstyle__VideoEmbedRoot-sc-3pobmb-0 cgEXZg"></div></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help desk software is the technology that businesses use to provide support to their customers or employees and make information sharing easy.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <a href="/in/blog/help-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">core function</a> of help desk software is to help customer service, IT, and HR teams manage, organize, and prioritize support requests from <strong>one unified place</strong>. The best help desk software:</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Makes it easy to serve customers over the channels of their choice. </li><li>Provides self-service options. </li><li>Tracks and reports performance. </li><li>Automates workflows. </li><li>Facilitates team collaboration. </li><li>Personalizes the experience. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Put simply, help desk support software is designed to give you the tools to make your customers feel valued. Here's a basic rundown of how it works:</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Customers contact your business through email, phone, text, web, chat, and social media with questions and issues. </li><li>The system generates a ticket for each issue and automatically associates it with a customer’s history, if applicable. </li><li>Tickets are assigned manually or automatically depending on business rules. </li><li>As agents work on tickets, they can easily collaborate with other team members for help. </li><li>When the agent resolves the issue, they let the customer know through their preferred communication channel. </li><li>Admins can create workflows and assign different levels of responsibility to agents. </li><li>With analytics, you can track customer satisfaction scores, internal KPIs, and more. </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Why use help desk software?</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/in/blog/5-tips-for-setting-expectations-around-in-house-help-desks/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help desk software</a> solutions let you keep pace with the different ways to meet your customers’ needs. Communication methods are constantly evolving, so using help desk software helps your customers find your support options the moment they need assistance, no matter what platforms they prefer.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Additionally, help desk software is a vital tool for making the most of your support personnel resources. Using a help desk system can greatly reduce phone calls, allowing agents to devote more attention to solving trickier issues. By allocating their energy where it will have the most impact, your customer service team will be able to handle tickets with greater ease and mastery, increasing customer retention and ensuring smooth operations throughout.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Help desk vs. technical support: What is the difference?</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">On the surface, help desks and <a href="/in/blog/communication-key-great-tech-support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">tech support</a> may seem interchangeable. Both of them help customers solve problems in order to ensure that the customer continues purchasing the company’s product or service. But there is one key difference that distinguishes one from the other, and it has to do with their objectives.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <strong>technical support</strong> team is responsible for solving the customer’s technical issue.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <strong>help desk</strong> is the customer-facing point of contact that receives the complaint, alerts the tech support team of the issue, and facilitates a smooth and timely resolution. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For issues that don’t require a tech expert, the help desk can typically troubleshoot problems and guide customers to resolutions on their own. But for the more complex technical issues, the tech support team is there to lend their expertise.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The ultimate goal of both teams is to solve the customer’s problem, but each one also has its own unique goal. The <strong>tech team’s goal</strong> is to resolve issues fully and quickly using their tech expertise. Meanwhile, the <strong>help desk’s goal</strong> is to make sure the entire experience—from submitting the request to issue resolution—is fast, stress-free, and successful.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When agents and admins have to juggle multiple tools, getting the right information is difficult, which can frustrate the customer. Effective help desk software makes it easy to <a href="/in/blog/collaborate-across-teams-scale-customer-support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">collaborate across teams</a> or capture a single view of the customer, enhancing the customer experience.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">6 different types of help desk software</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="id="></div> <div class="container" style="background:#ece0ce;padding:2.5rem;margin-bottom:2rem"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Types of help desk software</h2> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor"><path d="M9.143 3.429V16H0V3.429zm-2.286 9.142H5.714v1.143h1.143zm-3.428 0H2.286v1.143h1.143zm3.428-3.428H5.714v1.143h1.143zm-3.428 0H2.286v1.143h1.143zm3.428-3.429H5.714v1.143h1.143zm-3.428 0H2.286v1.143h1.143zM16 0v16h-5.714V0zm-2.286 12.571h-1.143v1.143h1.143zm0-3.428h-1.143v1.143h1.143zm0-3.429h-1.143v1.143h1.143zm0-3.428h-1.143v1.143h1.143z"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Enterprise</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Designed for large organizations that need help operating at a massive scale.</p> </div> <hr/> </div> </div> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fsKKdM Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="13" height="16" viewBox="0 0 13 16" fill="currentColor"><path d="M6.286 2.857c1.891 0 3.429 1.538 3.429 3.429S8.177 9.715 6.286 9.715 2.857 8.177 2.857 6.286s1.538-3.429 3.429-3.429m6.285 3.429a6.286 6.286 0 1 0-11.135 4L6.285 16l4.841-5.705a6.26 6.26 0 0 0 1.445-4.009M6.286 8.571a2.286 2.286 0 1 0 0-4.572 2.286 2.286 0 0 0 0 4.572"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">On-premise</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Allows companies with strict data security needs to keep their data on their own servers.</p> </div> </div> </div> </div> </div> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="17" height="16" viewBox="0 0 17 16" fill="currentColor"><path d="M3.2 6.4C1.44 6.4 0 7.84 0 9.6s1.44 3.2 3.2 3.2zm10.667 6.4c1.76 0 3.2-1.44 3.2-3.2s-1.44-3.2-3.2-3.2zm-3.734 1.6c0 .907-.693 1.6-1.6 1.6s-1.6-.693-1.6-1.6.693-1.6 1.6-1.6 1.6.693 1.6 1.6m-6.933.533H8v-1.067H3.2zm10.667-9.6H12.8c0-2.347-1.92-4.267-4.267-4.267s-4.267 1.92-4.267 4.267H3.199C3.199 2.4 5.599 0 8.532 0s5.333 2.4 5.333 5.333z"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">IT</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Provides users help to solve technical problems with devices or software.</p> </div> <hr/> </div> </div> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fsKKdM Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="16" viewBox="0 0 24 16" fill="currentColor"><path d="M23.636 11.636A4.367 4.367 0 0 1 19.272 16H5.454a5.087 5.087 0 0 1-5.091-5.091 5.08 5.08 0 0 1 4.502-5.055A7.28 7.28 0 0 1 12-.001a7.275 7.275 0 0 1 7.273 7.273 4.367 4.367 0 0 1 4.364 4.364z"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Cloud-based</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hosted on remote servers owned by a software vendor or a third party and great for remote teams.</p> </div> </div> </div> </div> </div> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="17" height="16" viewBox="0 0 17 16" fill="currentColor"><path d="M14.933 6.4a3.2 3.2 0 1 1-6.4 0 3.2 3.2 0 0 1 6.4 0m-3.2 4.267A5.333 5.333 0 0 0 6.4 16h10.667a5.333 5.333 0 0 0-5.333-5.333zm-4.8-8a2.667 2.667 0 1 1-5.334 0 2.667 2.667 0 0 1 5.334 0M4.267 6.4A4.267 4.267 0 0 0 0 10.667h8.533A4.267 4.267 0 0 0 4.266 6.4z"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">HR</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Helps HR manage and solve employee matters, issues, and questions from multiple channels.</p> </div> <hr/> </div> </div> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fsKKdM Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor"><path d="M0 13.793V16h2.207v-2.207h2.207v-2.207h2.207L4.414 9.38zM10.483 0a5.517 5.517 0 1 0 0 11.034 5.517 5.517 0 0 0 0-11.034"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Open-source</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Allows companies to modify the help desk source code for customization and flexibility.</p> </div> </div> </div> </div> </div> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="23" height="16" viewBox="0 0 23 16" fill="currentColor"><path d="M15.067 12.2C13 10.133 9.6 10.133 7.534 12.2l3.8 3.8zm-9.4-1.867L3.8 8.466c4.133-4.133 10.933-4.133 15.067 0L17 10.333a8.007 8.007 0 0 0-11.333 0M1.867 6.6 0 4.667C3 1.667 7.067 0 11.333 0S19.6 1.667 22.666 4.667l-1.867 1.867c-2.6-2.467-5.933-3.867-9.467-3.867-3.6 0-6.933 1.4-9.467 3.933z"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Web-based</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hosted on the software provider's server and usually subscription-based.</p> </div> <hr/> </div> </div> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 cuboGI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fsKKdM Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="16" viewBox="0 0 11 16" fill="currentColor"><path d="M0 16h11.429V6.857H0zM9.143 5.714H8V3.428c0-1.257-1.029-2.286-2.286-2.286S3.428 2.171 3.428 3.428v2.286H2.285V3.428c0-1.886 1.543-3.429 3.429-3.429s3.429 1.543 3.429 3.429z"></path></svg> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iblpkk Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 ehCbSI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Closed-source</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Allows customers a user-friendly and customizable experience with third-party security and support.</p> </div> </div> </div> </div> </div> </div> </div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Whether you’re a modest startup or corporate giant, there are help desk software options for your business. <a href="/in/blog/types-of-help-desks/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Each type has a specific set of benefits</a> depending on your company’s size, complexity, and customer service needs. Let’s take a look at the six different types of help desk software.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Enterprise help desks</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As the name implies, this type of help desk tool is designed for large organizations that need help operating at a massive scale. <a href="/in/blog/five-trends-impacting-the-enterprise-it-help-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Enterprise help desks</a> provide an array of features such as asset and account management, knowledge bases, collaboration tools for IT tech support, and no (or very high) limits on users. They’re an ideal option for enterprises that need to support both employees and customers.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Though designed for the use of 1,000+ employees, enterprise help desks can still be used by smaller companies as they expand. Joining a low-risk/high-reward program like <a href="/in/startups/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk for Startups</a> can help you reach your growth goals. You’ll gain access to Zendesk products as well as expert resources that help you build a successful business strategy and grow your network.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. IT help desks</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An <a href="/in/blog/tips-improve-it-service-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">IT help desk</a> assists users with solving technical problems related to devices or software. IT help desks can harmonize with a searchable self-help center so users can resolve simple issues on their own. They also enable access to IT members who can troubleshoot issues and help with products, processes, and services.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software creates a ticket in a centralized location for the IT team to address. Teams can easily share information, improving communication between departments and leading to faster resolutions. The best IT software recognizes similar issues and groups the tickets together so teams can resolve multiple tickets at the same time.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. HR help desks</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Human resource help desks—or <a href="/in/internal-help-desk/hr-help-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HR help desks</a>—help HR teams manage and solve employee matters, questions, and issues that come in from multiple channels. This platform eliminates the frustration of endless email threads by streamlining questions about benefits, payroll, and other company policies into a centralized place. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Much like IT help desks, a <a href="/in/service/help-center/client-portal/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">self-service portal</a> can be integrated with HR help desks so employees can quickly and easily search and find answers to common questions. This saves agents valuable time and allows them to handle more challenging issues.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The HR help desk also gives team members insight into recurring cases. This information helps the team understand and proactively eliminate repetitive issues by establishing new processes. </p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Web-based help desks</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Web-based help desk software solutions—or SaaS help desk software—are platforms hosted on the software provider’s server. These help desk solutions are typically sold as monthly or annual subscriptions, which include the cost of maintenance, updates, and security. SaaS help desks are fantastic options for small and mid-sized businesses that don’t have the budget or infrastructure to host and maintain their own on-premise help desk system.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Since many companies have shifted to remote work, customer service teams need the flexibility to operate from different locations. Web-based help desks let teams <a href="/in/service/ticketing-system/automated-ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">manage tickets quickly</a>, access customer data securely, and provide excellent customer service no matter where they are. They’re also often customizable and scalable, so your team can tailor the solution to their needs and add features and capabilities as customer service demands increase.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. On-premise and cloud-based help desks</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">On-premise help desk software allows companies with strict data security needs to keep their data on their own servers (or “on-premise”) rather than on the cloud. They’re customizable, so they can interoperate with your company’s internal systems. But this requires regular maintenance that you must handle internally.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">On-premise help desk software allows companies with strict data security needs to keep their data on their own servers (or “on-premise”) rather than on the cloud. They’re customizable, so they can interoperate with your company’s internal systems. But this requires regular maintenance that you must handle internally.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Open-source and closed-source help desks</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Closed-source help desk apps are proprietary, meaning they don’t allow the source code to be modified, unlike open-source software. Closed-sourced software tends to be more user-friendly, and since only the provider has access to the code, it's usually more secure. The providers typically offer a level of support to help you troubleshoot issues and make any updates.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With APIs, SDKs, third-party app integrations, and plugins, there’s still plenty of room to customize closed-source help desk software. Though open-source software may technically be more flexible, only companies with highly skilled programmers can completely customize the software to suit their needs.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">8 essential help desk software features</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="essentialfeatures"></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Not all help desk solutions are created equal. A true help desk solution should have the following help desk software features:</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Multi-channel support</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer requests may come through a variety of channels, and the best help desk software should meet the customer where they are. The solution you choose should provide support over multiple channels, including traditional means like <strong>phone</strong> and <strong>email</strong> as well as <strong>social messaging, social media platforms, SMS, and chatbots</strong>.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Unified view of the customer</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As customers embrace more—and newer—communication channels, your help desk needs to consolidate all customer information. This means the customer’s profile, conversation history, and order details are housed in one place so the customer doesn’t have to repeat information if a new agent takes over or they’re transferred to another department.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Knowledge base and community forum</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Having a community forum where customers and agents can come together is an important element of a help desk. Not only do these threaded discussion boards empower people to find answers and help other users solve problems, but they also create a sense of community that boosts the overall customer experience. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Including a knowledge base is beneficial for different reasons. It allows customers to quickly find relevant articles and resolve issues on their own, reducing the number of support tickets. Some customers prefer to skip the interaction with agents, especially when it comes to common questions, so creating a <a href="/in/service/help-center/forum-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">self-service portal</a> can enhance the experience for that segment of your customer base.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Tracking and analytics</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/in/help-desk-software/issue-tracking-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Issue tracking software</a> helps your team find, analyze, and address issues. A great tracker lets agents search for similar tickets so they can see how they were resolved in the past and then resolve multiple open tickets simultaneously. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tracking software can generate detailed reports to help you gain important customer insights and spot trends. These reports can also <a href="/in/blog/top-10-help-desk-metrics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">monitor performance</a> and identify areas of improvement for your team and problem areas in the customer experience.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Automation</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Automation helps deliver an amazing brand experience at scale while freeing up agents to focus on more complex issues. Zendesk, for example, features an artificial intelligence-powered chatbot called Answer Bot. It learns how to respond to customers for fast, effective resolutions by pulling information from your <a href="/in/service/help-center/knowledge-base-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge base</a>. Over time, Answer Bot determines which responses are best suited for specific questions. </p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Apps and integrations</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Support agents use help desk apps and integrations to create a customized work environment based on their existing tools and workflows. You want a solution with an open and flexible platform that enables you to scale, extend, and optimize as your business changes. These features allow agents to consolidate internal collaboration tools, access contextual customer data, and much more.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. Customer feedback</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer feedback provides valuable information that allows your company to understand what the customer wants—and doesn’t want. Customer satisfaction (CSAT) surveys are an easy way to obtain information to see how your audience feels about your overall brand experience and how you can improve.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Other common ways to collect feedback include looking at online reviews, social media posts, comments, sales or agent feedback, support tickets, and returns.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. Agent efficiency tools</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Collaboration tools that efficiently connect team members with internal and external partners are essential for saving agents valuable time. In the <a href="/in/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Customer Experience Trends Report 2023</a>, 26 percent of organizations said they have work to do when it comes to enabling cross-departmental collaboration. Give agents the tools they need to collaborate and share information so they can respond faster with the right answers and details for each issue.</p></div></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 jUHGHO Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><img alt="Essential features of help desk software" loading="lazy" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/essential-features-of-help-desk-software.png"/></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What are the benefits of using support desk software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="benefits></div> <p>When a business doesn't have effective tools, it's extremely difficult to deliver a high-quality customer experience. Using only one or two channels—like voice and email—can make requests tough to track and prioritize. This leaves customers with slow response times, a lack of support channels, and an experience that isn't personalized. </p> <p>Here are the benefits of support desk software that help make your business scalable:</p> <h3>Makes things easier for customers</h3> <p>The best help desk makes life easy for your customers by quickly solving their problems, which is crucial considering that consumers expect fast and simple support. Our CX Trends Report found that 60 percent of shoppers now have higher customer service standards compared to previous years. A great customer experience is linked to customer loyalty and higher CSAT, which bring increased retention and less customer churn. </p> <h3>Sets teams up for success</h3> <p>Providing better tools results in more productive agents. When employees have a help desk that makes their jobs easier—thanks to one unified workspace, automation, and self-service options—they get time back to focus on the important stuff. They can consistently do their best work, and in turn, provide a better customer experience. </p> <h3>Keeps your business in sync</h3> <p>Your business will stay in sync when customer information and context, tools for tracking and analytics, and easy-to-automate workflows are all in one place. These features save your team from having to toggle between different tools and systems to address an issue. It allows them to better understand the customer journey and focus more on the customer experience.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What are some challenges with help desk software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="challenges"></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>1. Bad time to value:</strong> The best help desk software shouldn’t be complicated. Look for help desk software that offers a quick and simple setup, customization, and easy administration so you can spend less time and resources on the software—and more time on your customers.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>2. It doesn't integrate with existing business systems:</strong> What good is help desk software that doesn’t integrate with your current workflow and the service channels your customers use? Find software that integrates seamlessly and is adaptable, so you can go wherever your customers go next.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>3. It doesn't scale:</strong> Customers need to feel supported, and if your software can’t grow with them, they won’t hang around for long. Look for software that can keep pace and scale up and down based on the needs and demands of your customers—both internal and external.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Who uses IT help desk software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="whousesit"></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer success teams, support agents, and their customers are the primary users of IT help desk ticket software.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Customer success agents</strong> track, prioritize, and solve <a href="/in/blog/what-is-a-support-ticket/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer support tickets</a>. </li><li><strong>Customer support managers</strong> compile reports, set up workflows, help with escalated tickets, and provide additional employee support. </li><li><strong>IT support agents</strong> field employee questions and facilitate IT service requests with <a href="/in/help-desk-software/features/online-ticket-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system software</a>. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As mentioned earlier, not all help desk solutions are created equal. Zendesk, for example, is more than just help desk support software—it's a cloud-based software and engagement platform for <a href="/in/blog/customer-service-skills/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service</a> that offers omnichannel support. Because of the dynamic capabilities of Zendesk, social media teams, salespeople, and marketing staff may also use the help desk software.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">10 tips to improve your customer service help desk</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="tips"></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best help desk software in the world won’t do you any good if the foundation of your customer service help desk is shaky. Follow these tips for improving your help desk services.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>1. Meet customers where they are:</strong> Offer support on the channels customers use most, such as WhatsApp, social media apps, text, voice, and email. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>2. Review support data to spot trends:</strong> Analyze metrics like CSAT, volumes by channel, ticket volume spikes, ticket reopen rate, time to resolution, and more for trends to help you improve customer expectations, channel preferences, and internal and external requests.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>3. Personalize the experience:</strong> With all your key customer data and context in one unified workspace, you have the information you need to tailor the customer experience and provide personalized support. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>4. Offer 24/7 support with a chatbot:</strong> Deploy an AI chatbot that can help customers solve basic issues and answer common questions when live agents are off the clock. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>5. Save agents time by allowing customers to self-serve:</strong> Empower customers with self-service resources so they can conveniently find answers through chatbots, help centers (or knowledge bases), and online forums. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>6. Integrate your tech stack:</strong> Integrate customer support and CRM platforms so you can offer better personalization, improve customer service, and identify recurring customer issues.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>7. Solve problems faster:</strong> The best help desk will provide tools that give your tech experts and support agents the time and resources to fix problems quickly, without being overwhelmed with the same simple requests repeatedly. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>8. Invest in the right software:</strong> A great help desk experience starts with investing in the right software to improve the internal and external experience. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>9. Enhance the agent experience:</strong> A <a href="/in/blog/help-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">help desk</a> is only as good as the people behind it, so invest in your team and prevent agent burnout by equipping them with the appropriate tools.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>10. Communicate proactively and transparently:</strong> Some tickets are complex and take longer to resolve, so communicating with customers proactively and transparently creates a positive customer experience and helps build a relationship. </p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">The 10 best help desk software solutions for 2023</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="topsolutions"></div> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Zendesk</h3> <img alt="Product screen: Agent window" loading="lazy" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-1.png"/> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Customize your help desk and make Zendesk your own</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk helps streamline customer support with time-saving tools like triggers and automation. It's support desk software that is intuitive and easy to use because it's built with both customers and agents in mind.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Great customer support starts with the right tools, and with Zendesk, you've got everything you need to build the best customer experience possible.</p> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iikFlw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <img alt="Product screen: Custom macros responses" loading="lazy" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-2.png"/> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fast, personalized responses</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 eAMmpJ">Help desk agents can create and share their own macros to quickly respond to recurring customer inquiries.</p> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iikFlw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <img alt="Product screen: Custom view of tickets" loading="lazy" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-3.png"/> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Custom views</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 eAMmpJ">Personalized views let agents see their queue filtered by ticket status, assignee, group, and other conditions.</p> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 iikFlw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <img alt="Apps Marketplace logos" loading="lazy" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-4.png"/> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Apps Marketplace</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 eAMmpJ">Get even more from Zendesk products with over 500 apps and integrations, available on our <a href="/in/apps/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Apps Marketplace</a>.</p> </div> </div> </div> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Help desk support software: Better together</h3> <div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 btaUcD Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Team up</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk’s web-based IT help desk solution allows support teams to collaborate and share information using private comments on any ticket. It also displays real-time updates about who is viewing a ticket at any given moment.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Help others help themselves</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Combine your help desk software with a customizable <a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/sections/4405298910490-Help-Center-customization" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">help center<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, knowledge base, <a href="/in/service/help-center/community-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">online community</a>, and customer portal so customers get better self-service and agents see improved efficiency and faster resolutions.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Gain insights</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With <a href="/in/service/analytics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk’s reporting and analytics tools</a>, you can get insight into what matters most—from the performance of your team to your customer satisfaction scores.</p> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <img alt="Product screen: Help desk support window" loading="lazy" src="https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-5.png"/> </div> </div> </div> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Zendesk’s help desk software features include:</h3> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Custom views </li><li>Self-service options </li><li>Integrated voice software </li><li>Analytics and reporting </li><li>Live chat and messaging </li><li>Collaboration tools </li><li><a target="_blank" rel="noopener noreferrer" href="https://developer.zendesk.com/api-reference/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">API<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, <a target="_blank" rel="noopener noreferrer" href="https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/android/nutshell/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SDKs<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, and app integrations </li><li>Automated routing </li><li><a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/4408824139546-Branding-your-help-center" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Custom branding<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li>Omnichannel support </li><li>Multi-language support </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HappyFox is a full-featured, cloud-based IT help desk solution designed for a variety of industries and team sizes. It includes all the essential features of a help desk, including smart automation, ticketing management, advanced reporting, and more. However, compared to an option like Zendesk, HappyFox has relatively few app integrations.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Also, HappyFox offers neither a free plan nor a free trial, so you’ll need to pay to try the software. The company offers four plans, each of which requires a minimum of five help desk agents. As you might expect, the feature sets of each plan vary. Below, you can see the features included in the Enterprise plan.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Smart rules-based automation </li><li>API, SDKs, and webhooks </li><li>Workflow macros </li><li>Live website chat </li><li>Advanced reporting </li><li>Ticket routing, categorization, and tagging </li><li>Unlimited shared inboxes </li><li>Branding customization </li><li>Knowledge base management </li><li>Multi-channel communications </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/in/apps/support/happyfox-workflows/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Zendesk for HappyFox.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Like HappyFox, Help Scout is powerful enough to support large customer support teams of 500 or more. But Help Scout is slightly more small-business-friendly with no minimum number of users and a 14-day free trial. Help Scout offers solid reporting, native knowledge bases, a robust API, and a broad range of integrations.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The Standard and Plus plans are priced at $20 and $35 per month per user, respectively. And to get pricing for the Company plan, you’ll need to contact Help Scout for a quote. If your business is a startup or has a focus on environmental sustainability or social impact, you may be eligible for a significant discount.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Rule-based automation </li><li>Extensions and integrations </li><li>Templated responses </li><li>Website live chat </li><li>Analytics </li><li>Ticket routing and prioritization </li><li>Collaboration tools </li><li>Customizable branding </li><li>Knowledge base content management </li><li>Multi-channel support </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://www.solarwinds.com/service-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SolarWinds Service Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This IT service management system helps businesses standardize their service requests and processes, ensuring faster resolution times. SolarWinds Service Desk pricing starts at $19 per feature per month, which is best for smaller teams who need only the most essential functions (like ticket management and a service portal). It offers a 30-day free trial for anyone willing to test drive it.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The incident management software allows you to manage tickets coming in from different channels, whether that includes a mobile app, phone call, or live chat. Plus, generous automation makes handling tasks like ticket creation, escalation, and routing easy.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Relationship mapping </li><li>Change management </li><li>IT asset management </li><li>Configuration management database software (CMDB) </li><li>Help desk knowledge base </li><li>Procurement tools </li><li>Service automation </li><li>Service desk chat </li><li>Service desk reporting </li><li>Risk management </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/in/apps/support/6389/solarwinds-service-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about SolarWinds Service Desk for Zendesk.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/jira/service-management/features/service-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">JIRA Service Management<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">JIRA Service Management by Atlassian is a cloud-based, internal IT help desk system designed for IT teams. Its features include automation, self-service, incident management, conversational ticketing, and more. You can hook up its native knowledge base, but you’ll need a separate subscription to Confluence.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">You can use JIRA in a limited capacity with the free plan, but you’re restricted to three agents or 10 users. Or, you can start a seven-day free trial of the Standard or Premium plan, which both support up to 5,000 agents.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Conversational ticketing </li><li>Incident postmortems </li><li>IT asset management </li><li>Change management </li><li>Reports and metrics </li><li>SLA management </li><li>Asset management </li><li>Service desk chat </li><li>Smart automation </li><li>Knowledge base (with a Confluence subscription) </li><li>API </li><li>Incident management </li><li>Self-service portal </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/in/apps/support/jira/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about JIRA for Zendesk.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. <a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/products/service-cloud/overview/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce Service Cloud<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For organizations that need robust, enterprise-level technical support software, Salesforce Service Cloud is certainly worth a look. It leverages AI-powered automation, 360-degree customer views, and advanced service analytics to provide a solution that facilitates excellent service and improvement over time.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">That said, it’s easiest to unlock the full power of Salesforce Service Cloud—including the 360 customer view—if you’re already using other popular Salesforce software. Otherwise, you’ll need to set up integrations or use the Salesforce API to pull in relevant data from other programs.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Knowledge management </li><li>Workflow automations </li><li>Webhooks, SDKs, and APIs </li><li>Third-party integrations </li><li>Omnichannel routing </li><li>Support operation analytics </li><li>Asset management </li><li>Remote access </li><li>Self-help portal </li><li>Customer forums </li><li>Workflow automation </li><li>Call center management </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. <a target="_blank" rel="noopener noreferrer" href="https://www.sysaid.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SysAid<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Built to help IT teams work smarter, not harder, SysAid is one of the top IT help desk software solutions out there. This platform focuses heavily on automation, with features designed to manage as many tickets as possible—hands-free.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Available as SaaS, on-premise, and as a mobile app, the basic SysAid Help Desk solution includes key features like self-service, automated reporting, and ticket automation. The more comprehensive enterprise help desk software plans (ITSM and ITSM+) offer more features such as workflow automations and BI analytics. There is a 30-day free trial, but if you’re interested in pricing details, you’ll have to contact SysAid directly for a quote.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> A dedicated customer success manager </li><li>LDAP integration (Active Directory) </li><li>ITIL package </li><li>Advanced custom fields </li><li>Third-party integrations </li><li>Task automation </li><li>Business value dashboard (in beta) </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. <a target="_blank" rel="noopener noreferrer" href="https://www.vivantio.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Vivantio<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Vivantio is a help desk solution that’s best for small to mid-sized B2B businesses. Requesting a free trial requires providing a lot of information about your business, including what kinds of customers you serve and the number of ticket types you manage. But the platform offers a wide range of plans, starting with the basic Value plan (at $42 a month per user) and running up to its enterprise help desk software Visionary plan (at $142 per month per user).</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The Value plan includes features like simple SLAs, branded self-service portals, and a mobile app. With the mid-level Vital plan, users get access to popular features such as knowledge management, Kanban calendar view types, and custom dashboards.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket hierarchies </li><li>Intuitive interface </li><li>U.S. and U.K. support centers </li><li>Call center management </li><li>Surveys and feedback </li><li>Real-time chat </li><li>Queue management </li><li>IT asset management </li><li>Workflow configuration </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. <a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Offering a context-aware customer service help desk, Zoho Desk is one of the leading cloud help tools on the market. Receive requests and respond to them across platforms without breaking your stride, all while compiling valuable customer data into a single easy-to-use platform.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zoho Desk’s free plan allows up to three agents and includes basic features like email ticketing, a private knowledge base, and a mobile app. But the most popular plan—chosen by 50 percent of its users—is the $23 per month per agent Professional plan, which also has multi-department ticketing, round-robin ticket assignment, and automatic time tracking.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> SLAs and escalation </li><li>Help center theme gallery </li><li>Private and public knowledge bases </li><li>Customer happiness ratings </li><li>Reports and dashboards </li><li>Ticket sharing </li><li>Scheduled reports </li><li>Help center customization </li><li>Zia (an AI-powered assistant) </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. <a target="_blank" rel="noopener noreferrer" href="https://freshdesk.com/support-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Freshdesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Made for rapid deployment and no-code customization, Freshdesk is an emerging favorite among cloud-based IT help desk systems. Key features included AI-powered service management tools that give data-based recommendations, a knowledge base, and multichannel communication support.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">You can try Freshdesk for 21 days without committing. Or if you’re a small business, the reasonable Growth plan is priced at $18 per month and billed per month. The Starter plan has many of the best help desk tools to get you started, including a workflow automator, self-service portal, and incident management. On the other end of the spectrum, the $95 per month Enterprise plan also comes with AI-powered agent assistance.</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Reporting and analytics </li><li>Mobile app </li><li>Service catalog </li><li>Canned responses </li><li>Approval workflows </li><li>Release management </li><li>Team dashboards </li><li>SLA management </li><li>Chatbot powered by Freddy AI </li></ul></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How do you choose the right SaaS help desk software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div id="howtochoose"></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Siloed tools like email inboxes and spreadsheets get in the way of excellent customer (and agent) experiences. With the right help desk system, support teams are equipped with all the tools they need to provide quick, personalized service.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While the help desk software that’s best for your company depends on your customers and your team, there are several critical things to take into account when choosing your solution.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">When evaluating any SaaS help desk software, consider the following questions:</h3> <div class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rj6ku76:--trigger:0" role="button" tabindex="0" aria-controls=":Rj6ku76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Does the help desk software fit your business?</h5></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rj6ku76:--panel:0" aria-hidden="true" aria-labelledby=":Rj6ku76:--trigger:0" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Your help desk software needs to fit your company’s growth goals, budget, service priorities, customer profile, existing workflows, and systems. After all, you should be spending time serving customers, not patching together a help desk solution.</p> </div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rj6ku76:--trigger:1" role="button" tabindex="0" aria-controls=":Rj6ku76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">What customer support processes can you automate through the help desk software?</h5></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rj6ku76:--panel:1" aria-hidden="true" aria-labelledby=":Rj6ku76:--trigger:1" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To get a sense of how much value a potential help desk solution will add to your team, think through which existing processes you can automate through the software. The more internal logistics you can automate, the more time your support agents have to focus on providing top-tier customer service.</p> </div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rj6ku76:--trigger:2" role="button" tabindex="0" aria-controls=":Rj6ku76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Does the help desk software allow you to support clients more effectively?</h5></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rj6ku76:--panel:2" aria-hidden="true" aria-labelledby=":Rj6ku76:--trigger:2" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The last thing you want in help desk software is a system that gets in the way of your customers, support agents, and managers. If you haven’t already, define what it means for your organization to deliver effective customer service. Then, determine whether your help desk software brings you closer to your definition of effectiveness.</p> </div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rj6ku76:--trigger:3" role="button" tabindex="0" aria-controls=":Rj6ku76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">What communication channels does the IT help desk solution integrate with?</h5></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rj6ku76:--panel:3" aria-hidden="true" aria-labelledby=":Rj6ku76:--trigger:3" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help desk management software that doesn’t integrate with your support channels isn’t very helpful. But it’s not enough to just integrate with all the essential channels. The integrations should be seamless, easily facilitating communication across channels and housing those conversations in one place.</p> </div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rj6ku76:--trigger:4" role="button" tabindex="0" aria-controls=":Rj6ku76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">How does IT help desk software measure customer satisfaction?</h5></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rj6ku76:--panel:4" aria-hidden="true" aria-labelledby=":Rj6ku76:--trigger:4" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">You can measure customer satisfaction using various metrics, including (but not limited to) customer satisfaction (CSAT) score, customer effort score (CES), and Net Promoter Score℠ (NPS®). Regardless of how your organization measures customer satisfaction, the top help desk software should support your efforts to do so.</p> </div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rj6ku76:--trigger:5" role="button" tabindex="0" aria-controls=":Rj6ku76:--panel:5" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Will this help desk software work if your company grows?</h5></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rj6ku76:--panel:5" aria-hidden="true" aria-labelledby=":Rj6ku76:--trigger:5" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best IT help desk systems are customizable enough to support any workflow and handle the most complex business needs, yet flexible enough to scale at any pace. So while one solution might meet your present needs, you should consider how your service operation might grow and change—and whether your help desk software can grow and change with it.</p> </div></section></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Try help desk software for free</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" 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context, so they’re better prepared for the conversation and able to offer more personalized customer support.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Never miss a deadline</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SLAs are built-in, so help desk agents can set their own parameters and use up-to-the-minute measurements to keep an eye on the status of specific tickets.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Take your help desk with you, wherever you are</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Our native mobile apps enable help desk agents to respond to customer service requests even when they’re away from their desks.</p> </div> </div> <div class="link-group link-group-center"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/in/register/" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" 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software?","tier-copy-body":"\u003cdiv id=\"whatisit\"\u003e\u003c/div\u003e\r\n[inline-video video=\"0tm116okan\"]\r\n\u003cp\u003eHelp desk software is the technology that businesses use to provide support to their customers or employees and make information sharing easy.\u003c/p\u003e\r\n\u003cp\u003eThe \u003ca href=\"/blog/help-desk/\"\u003ecore function\u003c/a\u003e of help desk software is to help customer service, IT, and HR teams manage, organize, and prioritize support requests from \u003cstrong\u003eone unified place\u003c/strong\u003e. The best help desk software:\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eMakes it easy to serve customers over the channels of their choice.\u003c/li\u003e\r\n\u003cli\u003eProvides self-service options.\u003c/li\u003e\r\n\u003cli\u003eTracks and reports performance.\u003c/li\u003e\r\n\u003cli\u003eAutomates workflows.\u003c/li\u003e\r\n\u003cli\u003eFacilitates team collaboration.\u003c/li\u003e\r\n\u003cli\u003ePersonalizes the experience.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003cp\u003ePut simply, help desk support software is designed to give you the tools to make your customers feel valued. Here's a basic rundown of how it works:\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eCustomers contact your business through email, phone, text, web, chat, and social media with questions and issues.\u003c/li\u003e\r\n\u003cli\u003eThe system generates a ticket for each issue and automatically associates it with a customer’s history, if applicable.\u003c/li\u003e\r\n\u003cli\u003eTickets are assigned manually or automatically depending on business rules.\u003c/li\u003e\r\n\u003cli\u003eAs agents work on tickets, they can easily collaborate with other team members for help.\u003c/li\u003e\r\n\u003cli\u003eWhen the agent resolves the issue, they let the customer know through their preferred communication channel.\u003c/li\u003e\r\n\u003cli\u003eAdmins can create workflows and assign different levels of responsibility to agents.\u003c/li\u003e\r\n\u003cli\u003eWith analytics, you can track customer satisfaction scores, internal KPIs, and more.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003ch3\u003eWhy use help desk software?\u003c/h3\u003e\r\n\u003cp\u003e\u003ca href=\"/blog/5-tips-for-setting-expectations-around-in-house-help-desks/\"\u003eHelp desk software\u003c/a\u003e solutions let you keep pace with the different ways to meet your customers’ needs. Communication methods are constantly evolving, so using help desk software helps your customers find your support options the moment they need assistance, no matter what platforms they prefer.\u003c/p\u003e\r\n\u003cp\u003eAdditionally, help desk software is a vital tool for making the most of your support personnel resources. Using a help desk system can greatly reduce phone calls, allowing agents to devote more attention to solving trickier issues. By allocating their energy where it will have the most impact, your customer service team will be able to handle tickets with greater ease and mastery, increasing customer retention and ensuring smooth operations throughout.\u003c/p\u003e\r\n\u003ch3\u003eHelp desk vs. technical support: What is the difference?\u003c/h3\u003e\r\n\u003cp\u003eOn the surface, help desks and \u003ca href=\"/blog/communication-key-great-tech-support/\"\u003etech support\u003c/a\u003e may seem interchangeable. Both of them help customers solve problems in order to ensure that the customer continues purchasing the company’s product or service. But there is one key difference that distinguishes one from the other, and it has to do with their objectives.\u003c/p\u003e\r\n\u003cp\u003eThe \u003cstrong\u003etechnical support\u003c/strong\u003e team is responsible for solving the customer’s technical issue.\u003c/p\u003e\r\n\u003cp\u003eThe \u003cstrong\u003ehelp desk\u003c/strong\u003e is the customer-facing point of contact that receives the complaint, alerts the tech support team of the issue, and facilitates a smooth and timely resolution. \u003c/p\u003e\r\n\u003cp\u003eFor issues that don’t require a tech expert, the help desk can typically troubleshoot problems and guide customers to resolutions on their own. But for the more complex technical issues, the tech support team is there to lend their expertise.\u003c/p\u003e\r\n\u003cp\u003eThe ultimate goal of both teams is to solve the customer’s problem, but each one also has its own unique goal. The \u003cstrong\u003etech team’s goal\u003c/strong\u003e is to resolve issues fully and quickly using their tech expertise. Meanwhile, the \u003cstrong\u003ehelp desk’s goal\u003c/strong\u003e is to make sure the entire experience—from submitting the request to issue resolution—is fast, stress-free, and successful.\u003c/p\u003e\r\n\u003cp\u003eWhen agents and admins have to juggle multiple tools, getting the right information is difficult, which can frustrate the customer. Effective help desk software makes it easy to \u003ca href=\"/blog/collaborate-across-teams-scale-customer-support/\"\u003ecollaborate across teams\u003c/a\u003e or capture a single view of the customer, enhancing the customer experience.\u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"6 different types of help desk software","tier-copy-body":"\u003cdiv id=\"id=\"typesoftools\"\u003e\u003c/div\u003e\r\n\u003cdiv class=\"container\" style=\"background: #ece0ce;padding: 2.5rem;margin-bottom: 2rem;\"\u003e\r\n \u003cdiv class=\"grid grid-x-center\"\u003e\r\n \u003ch2 class=\"center\"\u003eTypes of help desk software\u003c/h2\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\" style=\"border-bottom: 1px solid #68737d;\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2 col-icon\"\u003e\r\n \u003cdiv class=\"icon icon-building-2\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eEnterprise\u003c/h4\u003e\r\n \u003cp\u003eDesigned for large organizations that need help operating at a massive scale.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003chr/\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\" style=\"border-bottom: 1px solid #68737d;\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2\"\u003e\r\n \u003cdiv class=\"icon icon-location\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eOn-premise\u003c/h4\u003e\r\n \u003cp\u003eAllows companies with strict data security needs to keep their data on their own servers.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\" style=\"border-bottom: 1px solid #68737d;\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2 col-icon\"\u003e\r\n \u003cdiv class=\"icon icon-headset\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eIT\u003c/h4\u003e\r\n \u003cp\u003eProvides users help to solve technical problems with devices or software.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003chr/\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\" style=\"border-bottom: 1px solid #68737d;\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2\"\u003e\r\n \u003cdiv class=\"icon icon-cloud\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eCloud-based\u003c/h4\u003e\r\n \u003cp\u003eHosted on remote servers owned by a software vendor or a third party and great for remote teams.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\" style=\"border-bottom: 1px solid #68737d;\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2 col-icon\"\u003e\r\n \u003cdiv class=\"icon icon-people\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eHR\u003c/h4\u003e\r\n \u003cp\u003eHelps HR manage and solve employee matters, issues, and questions from multiple channels.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003chr/\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\" style=\"border-bottom: 1px solid #68737d;\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2\"\u003e\r\n \u003cdiv class=\"icon icon-key\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eOpen-source\u003c/h4\u003e\r\n \u003cp\u003eAllows companies to modify the help desk source code for customization and flexibility.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2 col-icon\"\u003e\r\n \u003cdiv class=\"icon icon-wifi\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eWeb-based\u003c/h4\u003e\r\n \u003cp\u003eHosted on the software provider's server and usually subscription-based.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003chr/\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-12 col-small-5 type\"\u003e\r\n \u003cdiv class=\"grid grid-y-center\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-2\"\u003e\r\n \u003cdiv class=\"icon icon-lock\" style=\"font-size: 2rem;\"\u003e\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-1\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-9\"\u003e\r\n \u003ch4\u003eClosed-source\u003c/h4\u003e\r\n \u003cp\u003eAllows customers a user-friendly and customizable experience with third-party security and support.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\r\n\u003cp\u003eWhether you’re a modest startup or corporate giant, there are help desk software options for your business. \u003ca href=\"/blog/types-of-help-desks/\"\u003eEach type has a specific set of benefits\u003c/a\u003e depending on your company’s size, complexity, and customer service needs. Let’s take a look at the six different types of help desk software.\u003c/p\u003e\r\n\u003ch3\u003e1. Enterprise help desks\u003c/h3\u003e\r\n\u003cp\u003eAs the name implies, this type of help desk tool is designed for large organizations that need help operating at a massive scale. \u003ca href=\"/blog/five-trends-impacting-the-enterprise-it-help-desk/\"\u003eEnterprise help desks\u003c/a\u003e provide an array of features such as asset and account management, knowledge bases, collaboration tools for IT tech support, and no (or very high) limits on users. They’re an ideal option for enterprises that need to support both employees and customers.\u003cp\u003e\r\n\u003cp\u003eThough designed for the use of 1,000+ employees, enterprise help desks can still be used by smaller companies as they expand. Joining a low-risk/high-reward program like \u003ca href=\"/startups/\"\u003eZendesk for Startups\u003c/a\u003e can help you reach your growth goals. You’ll gain access to Zendesk products as well as expert resources that help you build a successful business strategy and grow your network.\u003c/p\u003e\r\n\u003ch3\u003e2. IT help desks\u003c/h3\u003e\r\n\u003cp\u003eAn \u003ca href=\"/blog/tips-improve-it-service-desk/\"\u003eIT help desk\u003c/a\u003e assists users with solving technical problems related to devices or software. IT help desks can harmonize with a searchable self-help center so users can resolve simple issues on their own. They also enable access to IT members who can troubleshoot issues and help with products, processes, and services.\u003c/p\u003e\r\n\u003cp\u003eThe software creates a ticket in a centralized location for the IT team to address. Teams can easily share information, improving communication between departments and leading to faster resolutions. The best IT software recognizes similar issues and groups the tickets together so teams can resolve multiple tickets at the same time.\u003c/p\u003e\r\n\u003ch3\u003e3. HR help desks\u003c/h3\u003e\r\n\u003cp\u003eHuman resource help desks—or \u003ca href=\"/internal-help-desk/hr-help-desk-software/\"\u003eHR help desks\u003c/a\u003e—help HR teams manage and solve employee matters, questions, and issues that come in from multiple channels. This platform eliminates the frustration of endless email threads by streamlining questions about benefits, payroll, and other company policies into a centralized place. \u003c/p\u003e\r\n\u003cp\u003eMuch like IT help desks, a \u003ca href=\"/service/help-center/client-portal/\"\u003eself-service portal\u003c/a\u003e can be integrated with HR help desks so employees can quickly and easily search and find answers to common questions. This saves agents valuable time and allows them to handle more challenging issues.\u003c/p\u003e\r\n\u003cp\u003eThe HR help desk also gives team members insight into recurring cases. This information helps the team understand and proactively eliminate repetitive issues by establishing new processes. \u003c/p\u003e\r\n\u003ch3\u003e4. Web-based help desks\u003c/h3\u003e\r\n\u003cp\u003eWeb-based help desk software solutions—or SaaS help desk software—are platforms hosted on the software provider’s server. These help desk solutions are typically sold as monthly or annual subscriptions, which include the cost of maintenance, updates, and security. SaaS help desks are fantastic options for small and mid-sized businesses that don’t have the budget or infrastructure to host and maintain their own on-premise help desk system.\u003c/p\u003e\r\n\u003cp\u003eSince many companies have shifted to remote work, customer service teams need the flexibility to operate from different locations. Web-based help desks let teams \u003ca href=\"/service/ticketing-system/automated-ticketing-system/\"\u003emanage tickets quickly\u003c/a\u003e, access customer data securely, and provide excellent customer service no matter where they are. They’re also often customizable and scalable, so your team can tailor the solution to their needs and add features and capabilities as customer service demands increase.\u003c/p\u003e\r\n\u003ch3\u003e5. On-premise and cloud-based help desks\u003c/h3\u003e\r\n\u003cp\u003eOn-premise help desk software allows companies with strict data security needs to keep their data on their own servers (or “on-premise”) rather than on the cloud. They’re customizable, so they can interoperate with your company’s internal systems. But this requires regular maintenance that you must handle internally.\u003c/p\u003e\r\n\u003cp\u003eOn-premise help desk software allows companies with strict data security needs to keep their data on their own servers (or “on-premise”) rather than on the cloud. They’re customizable, so they can interoperate with your company’s internal systems. But this requires regular maintenance that you must handle internally.\u003c/p\u003e\r\n\u003ch3\u003e6. Open-source and closed-source help desks\u003c/h3\u003e\r\n\u003cp\u003eClosed-source help desk apps are proprietary, meaning they don’t allow the source code to be modified, unlike open-source software. Closed-sourced software tends to be more user-friendly, and since only the provider has access to the code, it's usually more secure. The providers typically offer a level of support to help you troubleshoot issues and make any updates.\u003c/p\u003e\r\n\u003cp\u003eWith APIs, SDKs, third-party app integrations, and plugins, there’s still plenty of room to customize closed-source help desk software. Though open-source software may technically be more flexible, only companies with highly skilled programmers can completely customize the software to suit their needs.\u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"8 essential help desk software features","tier-copy-body":"\u003cdiv id=\"essentialfeatures\"\u003e\u003c/div\u003e\r\n\u003cp\u003eNot all help desk solutions are created equal. A true help desk solution should have the following help desk software features:\u003c/p\u003e\r\n\u003ch3\u003e1. Multi-channel support\u003c/h3\u003e\r\n\u003cp\u003eCustomer requests may come through a variety of channels, and the best help desk software should meet the customer where they are. The solution you choose should provide support over multiple channels, including traditional means like \u003cstrong\u003ephone\u003c/strong\u003e and \u003cstrong\u003eemail\u003c/strong\u003e as well as \u003cstrong\u003esocial messaging, social media platforms, SMS, and chatbots\u003c/strong\u003e.\u003c/p\u003e\r\n\u003ch3\u003e2. Unified view of the customer\u003c/h3\u003e\r\n\u003cp\u003eAs customers embrace more—and newer—communication channels, your help desk needs to consolidate all customer information. This means the customer’s profile, conversation history, and order details are housed in one place so the customer doesn’t have to repeat information if a new agent takes over or they’re transferred to another department.\u003c/p\u003e\r\n\u003ch3\u003e3. Knowledge base and community forum\u003c/h3\u003e\r\n\u003cp\u003eHaving a community forum where customers and agents can come together is an important element of a help desk. Not only do these threaded discussion boards empower people to find answers and help other users solve problems, but they also create a sense of community that boosts the overall customer experience. \u003c/p\u003e\r\n\u003cp\u003eIncluding a knowledge base is beneficial for different reasons. It allows customers to quickly find relevant articles and resolve issues on their own, reducing the number of support tickets. Some customers prefer to skip the interaction with agents, especially when it comes to common questions, so creating a \u003ca href=\"/service/help-center/forum-software/\"\u003eself-service portal\u003c/a\u003e can enhance the experience for that segment of your customer base.\u003c/p\u003e\r\n\u003ch3\u003e4. Tracking and analytics\u003c/h3\u003e\r\n\u003cp\u003e\u003ca href=\"/help-desk-software/issue-tracking-software/\"\u003eIssue tracking software\u003c/a\u003e helps your team find, analyze, and address issues. A great tracker lets agents search for similar tickets so they can see how they were resolved in the past and then resolve multiple open tickets simultaneously. \u003c/p\u003e\r\n\u003cp\u003eTracking software can generate detailed reports to help you gain important customer insights and spot trends. These reports can also \u003ca href=\"/blog/top-10-help-desk-metrics/\"\u003emonitor performance\u003c/a\u003e and identify areas of improvement for your team and problem areas in the customer experience.\u003c/p\u003e\r\n\u003ch3\u003e5. Automation\u003c/h3\u003e\r\n\u003cp\u003eAutomation helps deliver an amazing brand experience at scale while freeing up agents to focus on more complex issues. Zendesk, for example, features an artificial intelligence-powered chatbot called Answer Bot. It learns how to respond to customers for fast, effective resolutions by pulling information from your \u003ca href=\"/service/help-center/knowledge-base-software/\"\u003eknowledge base\u003c/a\u003e. Over time, Answer Bot determines which responses are best suited for specific questions. \u003c/p\u003e\r\n\u003ch3\u003e6. Apps and integrations\u003c/h3\u003e\r\n\u003cp\u003eSupport agents use help desk apps and integrations to create a customized work environment based on their existing tools and workflows. You want a solution with an open and flexible platform that enables you to scale, extend, and optimize as your business changes. These features allow agents to consolidate internal collaboration tools, access contextual customer data, and much more.\u003c/p\u003e\r\n\u003ch3\u003e7. Customer feedback\u003c/h3\u003e\r\n\u003cp\u003eCustomer feedback provides valuable information that allows your company to understand what the customer wants—and doesn’t want. Customer satisfaction (CSAT) surveys are an easy way to obtain information to see how your audience feels about your overall brand experience and how you can improve.\u003c/p\u003e\r\n\u003cp\u003eOther common ways to collect feedback include looking at online reviews, social media posts, comments, sales or agent feedback, support tickets, and returns.\u003c/p\u003e\r\n\u003ch3\u003e8. Agent efficiency tools\u003c/h3\u003e\r\n\u003cp\u003eCollaboration tools that efficiently connect team members with internal and external partners are essential for saving agents valuable time. In the \u003ca href=\"/customer-experience-trends/\"\u003eZendesk Customer Experience Trends Report 2023\u003c/a\u003e, 26 percent of organizations said they have work to do when it comes to enabling cross-departmental collaboration. Give agents the tools they need to collaborate and share information so they can respond faster with the right answers and details for each issue.\u003c/p\u003e","tier-copy-image":"\u003cimg src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/essential-features-of-help-desk-software.png\" alt=\"Essential features of help desk software\" /\u003e","tier-video-id":""},{"tier-copy-headline":"What are the benefits of using support desk software?","tier-copy-body":"\u003cdiv id=\"benefits\u003e\u003c/div\u003e\r\n\u003cp\u003eWhen a business doesn't have effective tools, it's extremely difficult to deliver a high-quality customer experience. Using only one or two channels—like voice and email—can make requests tough to track and prioritize. This leaves customers with slow response times, a lack of support channels, and an experience that isn't personalized. \u003c/p\u003e\r\n\u003cp\u003eHere are the benefits of support desk software that help make your business scalable:\u003c/p\u003e\r\n\u003ch3\u003eMakes things easier for customers\u003c/h3\u003e\r\n\u003cp\u003eThe best help desk makes life easy for your customers by quickly solving their problems, which is crucial considering that consumers expect fast and simple support. Our CX Trends Report found that 60 percent of shoppers now have higher customer service standards compared to previous years. A great customer experience is linked to customer loyalty and higher CSAT, which bring increased retention and less customer churn. \u003c/p\u003e\r\n\u003ch3\u003eSets teams up for success\u003c/h3\u003e\r\n\u003cp\u003eProviding better tools results in more productive agents. When employees have a help desk that makes their jobs easier—thanks to one unified workspace, automation, and self-service options—they get time back to focus on the important stuff. They can consistently do their best work, and in turn, provide a better customer experience. \u003c/p\u003e\r\n\u003ch3\u003eKeeps your business in sync\u003c/h3\u003e\r\n\u003cp\u003eYour business will stay in sync when customer information and context, tools for tracking and analytics, and easy-to-automate workflows are all in one place. These features save your team from having to toggle between different tools and systems to address an issue. It allows them to better understand the customer journey and focus more on the customer experience.\u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"What are some challenges with help desk software?","tier-copy-body":"\u003cdiv id=\"challenges\"\u003e\u003c/div\u003e\r\n\u003cp\u003e\u003cstrong\u003e1. Bad time to value:\u003c/strong\u003e The best help desk software shouldn’t be complicated. Look for help desk software that offers a quick and simple setup, customization, and easy administration so you can spend less time and resources on the software—and more time on your customers.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e2. It doesn't integrate with existing business systems:\u003c/strong\u003e What good is help desk software that doesn’t integrate with your current workflow and the service channels your customers use? Find software that integrates seamlessly and is adaptable, so you can go wherever your customers go next.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e3. It doesn't scale:\u003c/strong\u003e Customers need to feel supported, and if your software can’t grow with them, they won’t hang around for long. Look for software that can keep pace and scale up and down based on the needs and demands of your customers—both internal and external.\u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Who uses IT help desk software?","tier-copy-body":"\u003cdiv id=\"whousesit\"\u003e\u003c/div\u003e\r\n\u003cp\u003eCustomer success teams, support agents, and their customers are the primary users of IT help desk ticket software.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eCustomer success agents\u003c/strong\u003e track, prioritize, and solve \u003ca href=\"/blog/what-is-a-support-ticket/\"\u003ecustomer support tickets\u003c/a\u003e.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eCustomer support managers\u003c/strong\u003e compile reports, set up workflows, help with escalated tickets, and provide additional employee support.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eIT support agents\u003c/strong\u003e field employee questions and facilitate IT service requests with \u003ca href=\"/help-desk-software/features/online-ticket-system/\"\u003eticketing system software\u003c/a\u003e.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003cp\u003eAs mentioned earlier, not all help desk solutions are created equal. Zendesk, for example, is more than just help desk support software—it's a cloud-based software and engagement platform for \u003ca href=\"/blog/customer-service-skills/\"\u003ecustomer service\u003c/a\u003e that offers omnichannel support. Because of the dynamic capabilities of Zendesk, social media teams, salespeople, and marketing staff may also use the help desk software.\u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"10 tips to improve your customer service help desk","tier-copy-body":"\u003cdiv id=\"tips\"\u003e\u003c/div\u003e\r\n\u003cp\u003eThe best help desk software in the world won’t do you any good if the foundation of your customer service help desk is shaky. Follow these tips for improving your help desk services.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e1. Meet customers where they are:\u003c/strong\u003e Offer support on the channels customers use most, such as WhatsApp, social media apps, text, voice, and email. \u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e2. Review support data to spot trends:\u003c/strong\u003e Analyze metrics like CSAT, volumes by channel, ticket volume spikes, ticket reopen rate, time to resolution, and more for trends to help you improve customer expectations, channel preferences, and internal and external requests.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e3. Personalize the experience:\u003c/strong\u003e With all your key customer data and context in one unified workspace, you have the information you need to tailor the customer experience and provide personalized support. \u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e4. Offer 24/7 support with a chatbot:\u003c/strong\u003e Deploy an AI chatbot that can help customers solve basic issues and answer common questions when live agents are off the clock. \u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e5. Save agents time by allowing customers to self-serve:\u003c/strong\u003e Empower customers with self-service resources so they can conveniently find answers through chatbots, help centers (or knowledge bases), and online forums. \u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e6. Integrate your tech stack:\u003c/strong\u003e Integrate customer support and CRM platforms so you can offer better personalization, improve customer service, and identify recurring customer issues.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e7. Solve problems faster:\u003c/strong\u003e The best help desk will provide tools that give your tech experts and support agents the time and resources to fix problems quickly, without being overwhelmed with the same simple requests repeatedly. \u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e8. Invest in the right software:\u003c/strong\u003e A great help desk experience starts with investing in the right software to improve the internal and external experience. \u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e9. Enhance the agent experience:\u003c/strong\u003e A \u003ca href=\"/blog/help-desk/\"\u003ehelp desk\u003c/a\u003e is only as good as the people behind it, so invest in your team and prevent agent burnout by equipping them with the appropriate tools.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003e10. Communicate proactively and transparently:\u003c/strong\u003e Some tickets are complex and take longer to resolve, so communicating with customers proactively and transparently creates a positive customer experience and helps build a relationship. \u003c/p\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"The 10 best help desk software solutions for 2023","tier-copy-body":"\u003cdiv id=\"topsolutions\"\u003e\u003c/div\u003e\r\n\u003ch3\u003e1. Zendesk\u003c/h3\u003e\r\n\u003cimg src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-1.png\" alt=\"Product screen: Agent window\" /\u003e\r\n\u003ch3\u003eCustomize your help desk and make Zendesk your own\u003c/h3\u003e\r\n\u003cp\u003eZendesk helps streamline customer support with time-saving tools like triggers and automation. It's support desk software that is intuitive and easy to use because it's built with both customers and agents in mind.\u003c/p\u003e\r\n\u003cp\u003eGreat customer support starts with the right tools, and with Zendesk, you've got everything you need to build the best customer experience possible.\u003c/p\u003e\r\n \u003cdiv class=\"grid padded\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-small-4 info-bucket\"\u003e\r\n \u003cimg class=\"no-src lazyload center show-small-up\" data-src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-2.png\" alt=\"Product screen: Custom macros responses\"/\u003e\r\n \u003ch4 class=\"center\"\u003eFast, personalized responses\u003c/h4\u003e\r\n \u003cp class=\"center\"\u003eHelp desk agents can create and share their own macros to quickly respond to recurring customer inquiries.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-4 info-bucket\"\u003e\r\n \u003cimg class=\"no-src lazyload center show-small-up\" data-src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-3.png\" alt=\"Product screen: Custom view of tickets\"/\u003e\r\n \u003ch4 class=\"center\"\u003eCustom views\u003c/h4\u003e\r\n \u003cp class=\"center\"\u003ePersonalized views let agents see their queue filtered by ticket status, assignee, group, and other conditions.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-4 info-bucket\"\u003e\r\n \u003cimg class=\"no-src lazyload center show-small-up\" data-src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-4.png\" alt=\"Apps Marketplace logos\"/\u003e\r\n \u003ch4 class=\"center\"\u003eApps Marketplace\u003c/h4\u003e\r\n \u003cp class=\"center\"\u003eGet even more from Zendesk products with over 500 apps and integrations, available on our \u003ca href=\"/apps/\"\u003eApps Marketplace\u003c/a\u003e.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003ch3\u003eHelp desk support software: Better together\u003c/h3\u003e\r\n \u003cdiv class=\"grid vertically-centered\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-small-6 text-col\"\u003e\r\n \u003ch4\u003eTeam up\u003c/h4\u003e\r\n \u003cp\u003eZendesk’s web-based IT help desk solution allows support teams to collaborate and share information using private comments on any ticket. It also displays real-time updates about who is viewing a ticket at any given moment.\u003c/p\u003e\r\n \u003ch4\u003eHelp others help themselves\u003c/h4\u003e\r\n \u003cp\u003eCombine your help desk software with a customizable \u003ca href=\"https://support.zendesk.com/hc/en-us/sections/4405298910490-Help-Center-customization\"\u003ehelp center\u003c/a\u003e, knowledge base, \u003ca href=\"/service/help-center/community-software/\"\u003eonline community\u003c/a\u003e, and customer portal so customers get better self-service and agents see improved efficiency and faster resolutions.\u003c/p\u003e\r\n \u003ch4\u003eGain insights\u003c/h4\u003e\r\n \u003cp\u003eWith \u003ca href=\"/service/analytics/\"\u003eZendesk’s reporting and analytics tools\u003c/a\u003e, you can get insight into what matters most—from the performance of your team to your customer satisfaction scores.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-6 image-col\"\u003e\r\n \u003cimg class=\"lazyload no-src show-small-up\" data-src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/ten-best-hd-softwares-5.png\" alt=\"Product screen: Help desk support window\"\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003ch3\u003eZendesk’s help desk software features include:\u003c/h3\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eCustom views\u003c/li\u003e\r\n\u003cli\u003eSelf-service options\u003c/li\u003e\r\n\u003cli\u003eIntegrated voice software\u003c/li\u003e\r\n\u003cli\u003eAnalytics and reporting\u003c/li\u003e\r\n\u003cli\u003eLive chat and messaging\u003c/li\u003e\r\n\u003cli\u003eCollaboration tools\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://developer.zendesk.com/api-reference/\"\u003eAPI\u003c/a\u003e, \u003ca href=\"https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/android/nutshell/\"\u003eSDKs\u003c/a\u003e, and app integrations\u003c/li\u003e\r\n\u003cli\u003eAutomated routing\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/4408824139546-Branding-your-help-center\"\u003eCustom branding\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eMulti-language support\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e2. \u003ca href=\"https://www.happyfox.com/\" target=\"_blank\"\u003eHappyFox\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eHappyFox is a full-featured, cloud-based IT help desk solution designed for a variety of industries and team sizes. It includes all the essential features of a help desk, including smart automation, ticketing management, advanced reporting, and more. However, compared to an option like Zendesk, HappyFox has relatively few app integrations.\u003c/p\u003e\r\n\u003cp\u003eAlso, HappyFox offers neither a free plan nor a free trial, so you’ll need to pay to try the software. The company offers four plans, each of which requires a minimum of five help desk agents. As you might expect, the feature sets of each plan vary. Below, you can see the features included in the Enterprise plan.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eSmart rules-based automation\u003c/li\u003e\r\n\u003cli\u003eAPI, SDKs, and webhooks\u003c/li\u003e\r\n\u003cli\u003eWorkflow macros\u003c/li\u003e\r\n\u003cli\u003eLive website chat\u003c/li\u003e\r\n\u003cli\u003eAdvanced reporting\u003c/li\u003e\r\n\u003cli\u003eTicket routing, categorization, and tagging\u003c/li\u003e\r\n\u003cli\u003eUnlimited shared inboxes\u003c/li\u003e\r\n\u003cli\u003eBranding customization\u003c/li\u003e\r\n\u003cli\u003eKnowledge base management\u003c/li\u003e\r\n\u003cli\u003eMulti-channel communications\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003cp\u003e\u003ca href=\"/apps/support/happyfox-workflows/\"\u003eLearn more about Zendesk for HappyFox.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e3. \u003ca href=\"https://www.helpscout.com/\" target=\"_blank\"\u003eHelp Scout\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eLike HappyFox, Help Scout is powerful enough to support large customer support teams of 500 or more. But Help Scout is slightly more small-business-friendly with no minimum number of users and a 14-day free trial. Help Scout offers solid reporting, native knowledge bases, a robust API, and a broad range of integrations.\u003c/p\u003e\r\n\u003cp\u003eThe Standard and Plus plans are priced at $20 and $35 per month per user, respectively. And to get pricing for the Company plan, you’ll need to contact Help Scout for a quote. If your business is a startup or has a focus on environmental sustainability or social impact, you may be eligible for a significant discount.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eRule-based automation\u003c/li\u003e\r\n\u003cli\u003eExtensions and integrations\u003c/li\u003e\r\n\u003cli\u003eTemplated responses\u003c/li\u003e\r\n\u003cli\u003eWebsite live chat\u003c/li\u003e\r\n\u003cli\u003eAnalytics\u003c/li\u003e\r\n\u003cli\u003eTicket routing and prioritization\u003c/li\u003e\r\n\u003cli\u003eCollaboration tools\u003c/li\u003e\r\n\u003cli\u003eCustomizable branding\u003c/li\u003e\r\n\u003cli\u003eKnowledge base content management\u003c/li\u003e\r\n\u003cli\u003eMulti-channel support\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e4. \u003ca href=\"https://www.solarwinds.com/service-desk/\" target=\"_blank\"\u003eSolarWinds Service Desk\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eThis IT service management system helps businesses standardize their service requests and processes, ensuring faster resolution times. SolarWinds Service Desk pricing starts at $19 per feature per month, which is best for smaller teams who need only the most essential functions (like ticket management and a service portal). It offers a 30-day free trial for anyone willing to test drive it.\u003c/p\u003e\r\n\u003cp\u003eThe incident management software allows you to manage tickets coming in from different channels, whether that includes a mobile app, phone call, or live chat. Plus, generous automation makes handling tasks like ticket creation, escalation, and routing easy.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eRelationship mapping\u003c/li\u003e\r\n\u003cli\u003eChange management\u003c/li\u003e\r\n\u003cli\u003eIT asset management\u003c/li\u003e\r\n\u003cli\u003eConfiguration management database software (CMDB)\u003c/li\u003e\r\n\u003cli\u003eHelp desk knowledge base\u003c/li\u003e\r\n\u003cli\u003eProcurement tools\u003c/li\u003e\r\n\u003cli\u003eService automation\u003c/li\u003e\r\n\u003cli\u003eService desk chat\u003c/li\u003e\r\n\u003cli\u003eService desk reporting\u003c/li\u003e\r\n\u003cli\u003eRisk management\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003cp\u003e\u003ca href=\"/apps/support/6389/solarwinds-service-desk/\"\u003eLearn more about SolarWinds Service Desk for Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e5. \u003ca href=\"https://www.atlassian.com/software/jira/service-management/features/service-desk\" target=\"_blank\"\u003eJIRA Service Management\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eJIRA Service Management by Atlassian is a cloud-based, internal IT help desk system designed for IT teams. Its features include automation, self-service, incident management, conversational ticketing, and more. You can hook up its native knowledge base, but you’ll need a separate subscription to Confluence.\u003c/p\u003e\r\n\u003cp\u003eYou can use JIRA in a limited capacity with the free plan, but you’re restricted to three agents or 10 users. Or, you can start a seven-day free trial of the Standard or Premium plan, which both support up to 5,000 agents.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eConversational ticketing\u003c/li\u003e\r\n\u003cli\u003eIncident postmortems\u003c/li\u003e\r\n\u003cli\u003eIT asset management\u003c/li\u003e\r\n\u003cli\u003eChange management\u003c/li\u003e\r\n\u003cli\u003eReports and metrics\u003c/li\u003e\r\n\u003cli\u003eSLA management\u003c/li\u003e\r\n\u003cli\u003eAsset management\u003c/li\u003e\r\n\u003cli\u003eService desk chat\u003c/li\u003e\r\n\u003cli\u003eSmart automation\u003c/li\u003e\r\n\u003cli\u003eKnowledge base (with a Confluence subscription)\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eIncident management\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003cp\u003e\u003ca href=\"/apps/support/jira/\"\u003eLearn more about JIRA for Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e6. \u003ca href=\"https://www.salesforce.com/products/service-cloud/overview/\" target=\"_blank\"\u003eSalesforce Service Cloud\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eFor organizations that need robust, enterprise-level technical support software, Salesforce Service Cloud is certainly worth a look. It leverages AI-powered automation, 360-degree customer views, and advanced service analytics to provide a solution that facilitates excellent service and improvement over time.\u003c/p\u003e\r\n\u003cp\u003eThat said, it’s easiest to unlock the full power of Salesforce Service Cloud—including the 360 customer view—if you’re already using other popular Salesforce software. Otherwise, you’ll need to set up integrations or use the Salesforce API to pull in relevant data from other programs.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eKnowledge management\u003c/li\u003e\r\n\u003cli\u003eWorkflow automations\u003c/li\u003e\r\n\u003cli\u003eWebhooks, SDKs, and APIs\u003c/li\u003e\r\n\u003cli\u003eThird-party integrations\u003c/li\u003e\r\n\u003cli\u003eOmnichannel routing\u003c/li\u003e\r\n\u003cli\u003eSupport operation analytics\u003c/li\u003e\r\n\u003cli\u003eAsset management\u003c/li\u003e\r\n\u003cli\u003eRemote access\u003c/li\u003e\r\n\u003cli\u003eSelf-help portal\u003c/li\u003e\r\n\u003cli\u003eCustomer forums\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eCall center management\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e7. \u003ca href=\"https://www.sysaid.com/\" target=\"_blank\"\u003eSysAid\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eBuilt to help IT teams work smarter, not harder, SysAid is one of the top IT help desk software solutions out there. This platform focuses heavily on automation, with features designed to manage as many tickets as possible—hands-free.\u003c/p\u003e\r\n\u003cp\u003eAvailable as SaaS, on-premise, and as a mobile app, the basic SysAid Help Desk solution includes key features like self-service, automated reporting, and ticket automation. The more comprehensive enterprise help desk software plans (ITSM and ITSM+) offer more features such as workflow automations and BI analytics. There is a 30-day free trial, but if you’re interested in pricing details, you’ll have to contact SysAid directly for a quote.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eA dedicated customer success manager\u003c/li\u003e\r\n\u003cli\u003eLDAP integration (Active Directory)\u003c/li\u003e\r\n\u003cli\u003eITIL package\u003c/li\u003e\r\n\u003cli\u003eAdvanced custom fields\u003c/li\u003e\r\n\u003cli\u003eThird-party integrations\u003c/li\u003e\r\n\u003cli\u003eTask automation\u003c/li\u003e\r\n\u003cli\u003eBusiness value dashboard (in beta)\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e8. \u003ca href=\"https://www.vivantio.com/\" target=\"_blank\"\u003eVivantio\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eVivantio is a help desk solution that’s best for small to mid-sized B2B businesses. Requesting a free trial requires providing a lot of information about your business, including what kinds of customers you serve and the number of ticket types you manage. But the platform offers a wide range of plans, starting with the basic Value plan (at $42 a month per user) and running up to its enterprise help desk software Visionary plan (at $142 per month per user).\u003c/p\u003e\r\n\u003cp\u003eThe Value plan includes features like simple SLAs, branded self-service portals, and a mobile app. With the mid-level Vital plan, users get access to popular features such as knowledge management, Kanban calendar view types, and custom dashboards.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket hierarchies\u003c/li\u003e\r\n\u003cli\u003eIntuitive interface\u003c/li\u003e\r\n\u003cli\u003eU.S. and U.K. support centers\u003c/li\u003e\r\n\u003cli\u003eCall center management\u003c/li\u003e\r\n\u003cli\u003eSurveys and feedback\u003c/li\u003e\r\n\u003cli\u003eReal-time chat\u003c/li\u003e\r\n\u003cli\u003eQueue management\u003c/li\u003e\r\n\u003cli\u003eIT asset management\u003c/li\u003e\r\n\u003cli\u003eWorkflow configuration\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e9. \u003ca href=\"https://www.zoho.com/desk/\" target=\"_blank\"\u003eZoho Desk\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eOffering a context-aware customer service help desk, Zoho Desk is one of the leading cloud help tools on the market. Receive requests and respond to them across platforms without breaking your stride, all while compiling valuable customer data into a single easy-to-use platform.\u003c/p\u003e\r\n\u003cp\u003eZoho Desk’s free plan allows up to three agents and includes basic features like email ticketing, a private knowledge base, and a mobile app. But the most popular plan—chosen by 50 percent of its users—is the $23 per month per agent Professional plan, which also has multi-department ticketing, round-robin ticket assignment, and automatic time tracking.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eSLAs and escalation\u003c/li\u003e\r\n\u003cli\u003eHelp center theme gallery\u003c/li\u003e\r\n\u003cli\u003ePrivate and public knowledge bases\u003c/li\u003e\r\n\u003cli\u003eCustomer happiness ratings\u003c/li\u003e\r\n\u003cli\u003eReports and dashboards\u003c/li\u003e\r\n\u003cli\u003eTicket sharing\u003c/li\u003e\r\n\u003cli\u003eScheduled reports\u003c/li\u003e\r\n\u003cli\u003eHelp center customization\u003c/li\u003e\r\n\u003cli\u003eZia (an AI-powered assistant)\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e10. \u003ca href=\"https://freshdesk.com/support-desk/\" target=\"_blank\"\u003eFreshdesk\u003c/a\u003e\u003c/h3\u003e\r\n\u003cp\u003eMade for rapid deployment and no-code customization, Freshdesk is an emerging favorite among cloud-based IT help desk systems. Key features included AI-powered service management tools that give data-based recommendations, a knowledge base, and multichannel communication support.\u003c/p\u003e\r\n\u003cp\u003eYou can try Freshdesk for 21 days without committing. Or if you’re a small business, the reasonable Growth plan is priced at $18 per month and billed per month. The Starter plan has many of the best help desk tools to get you started, including a workflow automator, self-service portal, and incident management. On the other end of the spectrum, the $95 per month Enterprise plan also comes with AI-powered agent assistance.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e\r\n\u003cli\u003eMobile app\u003c/li\u003e\r\n\u003cli\u003eService catalog\u003c/li\u003e\r\n\u003cli\u003eCanned responses\u003c/li\u003e\r\n\u003cli\u003eApproval workflows\u003c/li\u003e\r\n\u003cli\u003eRelease management\u003c/li\u003e\r\n\u003cli\u003eTeam dashboards\u003c/li\u003e\r\n\u003cli\u003eSLA management\u003c/li\u003e\r\n\u003cli\u003eChatbot powered by Freddy AI\u003c/li\u003e\r\n\u003c/ul\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"How do you choose the right SaaS help desk software?","tier-copy-body":"\u003cdiv id=\"howtochoose\"\u003e\u003c/div\u003e\r\n\u003cp\u003eSiloed tools like email inboxes and spreadsheets get in the way of excellent customer (and agent) experiences. With the right help desk system, support teams are equipped with all the tools they need to provide quick, personalized service.\u003c/p\u003e\r\n\u003cp\u003eWhile the help desk software that’s best for your company depends on your customers and your team, there are several critical things to take into account when choosing your solution.\u003c/p\u003e\r\n\u003ch3\u003eWhen evaluating any SaaS help desk software, consider the following questions:\u003c/h3\u003e\r\n \u003cdiv class=\"accordion theme-faq js-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch5\u003eDoes the help desk software fit your business?\u003c/h5\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eYour help desk software needs to fit your company’s growth goals, budget, service priorities, customer profile, existing workflows, and systems. After all, you should be spending time serving customers, not patching together a help desk solution.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch5\u003eWhat customer support processes can you automate through the help desk software?\u003c/h5\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eTo get a sense of how much value a potential help desk solution will add to your team, think through which existing processes you can automate through the software. The more internal logistics you can automate, the more time your support agents have to focus on providing top-tier customer service.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch5\u003eDoes the help desk software allow you to support clients more effectively?\u003c/h5\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThe last thing you want in help desk software is a system that gets in the way of your customers, support agents, and managers. If you haven’t already, define what it means for your organization to deliver effective customer service. Then, determine whether your help desk software brings you closer to your definition of effectiveness.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch5\u003eWhat communication channels does the IT help desk solution integrate with?\u003c/h5\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eHelp desk management software that doesn’t integrate with your support channels isn’t very helpful. But it’s not enough to just integrate with all the essential channels. The integrations should be seamless, easily facilitating communication across channels and housing those conversations in one place.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch5\u003eHow does IT help desk software measure customer satisfaction?\u003c/h5\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eYou can measure customer satisfaction using various metrics, including (but not limited to) customer satisfaction (CSAT) score, customer effort score (CES), and Net Promoter Score℠ (NPS®). Regardless of how your organization measures customer satisfaction, the top help desk software should support your efforts to do so.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch5\u003eWill this help desk software work if your company grows?\u003c/h5\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThe best IT help desk systems are customizable enough to support any workflow and handle the most complex business needs, yet flexible enough to scale at any pace. So while one solution might meet your present needs, you should consider how your service operation might grow and change—and whether your help desk software can grow and change with it.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Try help desk software for free","tier-copy-body":" \u003cdiv class=\"grid vertically-centered\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-small-6 image-col\"\u003e\r\n \u003cimg class=\"lazyload no-src show-small-up\" data-src=\"https://web-assets.zendesk.com/images/p-helpdesksoftware/footer.png\" alt=\"\"\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-1 filler-col\"\u003e\u003c/div\u003e\r\n \u003cdiv class=\"col col-small-5 text-col\"\u003e\r\n \u003ch3\u003eGather information for better customer conversations\u003c/h3\u003e\r\n \u003cp\u003eDynamic request forms and ticket fields give support agents extra context, so they’re better prepared for the conversation and able to offer more personalized customer support.\u003c/p\u003e\r\n\r\n \u003ch3\u003eNever miss a deadline\u003c/h3\u003e\r\n \u003cp\u003eSLAs are built-in, so help desk agents can set their own parameters and use up-to-the-minute measurements to keep an eye on the status of specific tickets.\u003c/p\u003e\r\n\r\n \u003ch3\u003eTake your help desk with you, wherever you are\u003c/h3\u003e\r\n \u003cp\u003eOur native mobile apps enable help desk agents to respond to customer service requests even when they’re away from their desks.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"link-group link-group-center\"\u003e\r\n\u003ca href=\"/register/\" class=\"button button-medium button-secondary button-default\" target=\"\"\u003eStart my free trial\u003c/a\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e","tier-copy-image":"","tier-video-id":""}],"tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"tier-hero-headline":"The best help desk software solutions for a better customer experience","tier-hero-subheading":"Help desk software creates better experiences for your customers and your employees. Learn how to pick the right tool for your business.","tier-hero-image":"https://web-assets.zendesk.com/images/p-helpdesksoftware/hero.png","tier-cta-1-text":"View demo","tier-cta-1-url":"/demo/","tier-breadcrumb-text":"Help desk software","tier-subheading":"Your complete guide to the best help desk software","tier-hero-description":"\u003cp\u003eIf customers are the beating heart of your company, then communication is the lifeblood. Having the necessary tools to communicate effectively and provide a great customer experience is crucial if you want to keep your customer base.\u003c/p\u003e\r\n\u003cp\u003eOver 80 percent of customers say a positive customer service experience increases the likelihood they’ll make another purchase, according to the \u003ca href=\"/customer-experience-trends/\"\u003eZendesk Customer Experience Trends Report 2023\u003c/a\u003e. Our report also revealed that customer support tickets surged by 30 percent in 2021, and it’s clear—excellent customer service is a critical component of a successful business.\u003c/p\u003e\r\n\u003cp\u003eThis helps explain why seamless, omnichannel help desk software is now the standard. But that doesn’t mean it’s easy to find the right solution for your business, especially if the software for your help desk also needs to support IT or HR services for internal employees.\u003c/p\u003e\r\n\u003cp\u003eLet Zendesk be your guide in helping you understand the ins and outs of help desk software.\u003c/p\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#whatisit\"\u003eWhat is help desk software?\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#typesoftools\"\u003e6 different types of help desk software\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#essentialfeatures\"\u003e8 essential help desk software features\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#benefits\"\u003eWhat are the benefits of using support desk software?\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#challenges\"\u003eWhat are some challenges with help desk software?\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#whousesit\"\u003eWho uses IT help desk software?\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#tips\"\u003e10 tips to improve your customer service help desk\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#topsolutions\"\u003eThe 10 best help desk software solutions for 2023\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#howtochoose\"\u003eHow do you choose the right SaaS help desk software?\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e","_edit_lock":"1683290810:5393","_edit_last":"5393","canonical":"https://www.zendesk.com/in/service/help-desk-software/","seoTitle":"The best help desk software solutions for 2023 | Zendesk India","seoDescription":"Help desk software creates better experiences for your customers and your employees. Learn how to pick the right tool for your business.","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-5.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-5.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","path":"/service/help-desk-software/","title":"Help Desk Software","publishedAt":"2023-05-05 18:16:49","updatedAt":"2023-05-05 18:16:49","updatedAtFormatted":"May 5, 2023","content":"","related":[],"promo":null},"preview":false,"id":2556,"locale":"in"},"__lang":"in","__namespaces":{"header":{"brand_logoname_blog":"Zendesk blog","newsroom":"Newsroom","brand_subtitle_newsroom":"Company news and announcements","marketplace":"Marketplace","arialabel_toggle":"Toggle mobile menu","arialabel_search":"Search","contact_us":"Contact us","primary_btn":"Free trial","primary_btn_blog":"Start free trial","secondary_btn_pricing":"Buy 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announcements","dropdown_resources_trust_title":"Trust and security","dropdown_resources_trust_subtitle":"Your business is protected with Zendesk","navlink_local_help_center_title":"Product support","navlink_zendesk_help_center_title":"Zendesk Help Centre","dropdown_company":"Company","expand_trigger_mobile":"More","dropdown_language_mobile":"Language","dropdown_company_sustainability":"Sustainability","dropdown_company_about":"About us","dropdown_company_press":"Press","dropdown_company_investor":"Investors","dropdown_company_events":"Events","dropdown_company_careers":"Careers","dropdown_company_dei":"Diversity and inclusion","dropdown_company_legal":"Legal","dropdown_company_accessibility":"Accessibility Plan","skip_to_main_content":"Skip to main content","dropdown_contact_sales":"Contact Sales","mobile_trial_cta":"Start free trial","dropdowns_customer_service_title":"Zendesk for customer service","dropdowns_employee_service_title":"Zendesk for employee 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