Top 10 help desk software 2017

Any business that runs on technology must need a help desk ticketing software to streamline business operations effectively by preventing incidents from falling under the cracks and to ensure continuous availability of IT support to customers as well as the employees. A typical help desk software need to have features like:

  • A single dashboard to create, handle, track and resolve incoming incidents.
  • Integrated knowledge base to save time and reduce workload.
  • Reports, KPIs and metrics for help desk performance evaluation.
  • User-friendly interface for ease of navigation and avoid deployment complexities.
  • Live chat functionalities with customers.
  • Self-service portal with IT services catalog.
  • Mobile apps, integrations and a lot more to deal with.

In order to choose the right service desk software for your business, I have created a list of 10 best help desk software that allows you to compare and get to know the products side by side. I hope this analysis gives you the right solution that fits your needs.

ManageEngine ServiceDesk Plus

ManageEngine’s ServiceDesk Plus has an integrated ITSM package that satisfies all the ITSM needs of both large and small & medium-sized enterprises (SME’s). With help desk software seamlessly integrated with asset and project management, ServiceDesk Plus is also compatible to ITIL best practices and provides greater visibility and central control to deal with IT issues. For continually providing an exceptional customer support worldwide, ServiceDesk Plus is available in 29 distinct languages.

ServiceDesk Plus includes features like asset management, self-service portal, knowledge base, incident management and remote support to assist users anywhere anytime and provides 100+ pre-defined reports to measure your service desk performance. ServiceDesk Plus is available on both on-premise and cloud deployment models and offers 30 days free trial too. ServiceDesk Plus has three editions (standard, professional and enterprise) that help you to take right decisions based on your business needs. Click here to know more.

FreshDesk

Freshdesk is an award winning help desk software for its exceptional features, easy to set up and affordable to a business of all size. This software can free up your business burdens and is designed to help both small & large businesses.

Freshesk has quality traits like intuitive UI, multichannel capability, integrated game mechanics, multiple SLA policies, smart automations, and self-service portals. An easy to customized dashboard allows you to sort, prioritize, and assign tickets to stay on top of all customer queries. Y

Zoho Support

Zoho Support provides an on-demand web based help desk software that allows you to run your business smoothly by streamlining your incident management process.

Some of the key features of Zoho Support are ticket management, customer support portal, contract management, self-service portal, forums, chat, mobile integration and help desk reports. With the help of workflow rules, you can automate support processes such as ticket assignment, service escalations, notification rules and time-based actions.

Zoho Support is very much effective, flexible when you are having a plan to use whole Zoho Suit. It is an affordable help desk software that best fits for small and medium businesses.

Salesforce Service Cloud

Salesforce Service Cloud is the most valuable customer support software for larger businesses by constantly focusing on sales and support. Salesforce also offers desk.com specifically to help small businesses.

It is a complete cloud-based SaaS software, letting the agents to manage tickets or issues from anywhere, anytime. Salesforce Service Cloud facilitates social media integration that allows agents to provide support to customerissues reported in social media channels and collaborate with them through chatter feeds.

Using Salesforce’s mobile apps, we are able to track customer feedback and satisfaction in a real-time customizable dashboard. This application can effectively increase customer satisfaction, agent productivity and decrease support cost.

Some of the key features are dynamic knowledge base, live agent web chat, workflow & approval automation, agent & team collaboration, social integration, asset management & product tracking, customizable reporting & analytics and multi-lingual support.

Track-It – BMC

Track-It from BMC is a completely integrated service desk and asset management software that best suits for small & mid-sized businesses. Track-It has a lot of features like knowledge management, SLA management, asset management, software license management, end-user self-service, password reset and more. Track-IT provides exhaustive help desk reports to keep you informed on the metrics and performance. With seamless integrations and multi-lingual support, Track-IT continues to the leading vendor in the ITSM segment.

Zendesk

Zendesk is a highly reliable and scalable helpdesk software used by more than 40,000 organizations around the globe. This software is easily recognized by its fastest customer support and can be accessed anywhere anytime using any device. Some of the key features of this software are self-service portal, knowledge base, automated workflow, custom reporting, multi-channel support and 24/7 customer support. Zendesk helpdesk software is the best suit for a company of any sizes.

Samanage

Samanage’s service desk is a cloud-based SaaS software that complies with ITIL best practices. The user-friendly dashboard, code-free customization and real-time report generation features are the main reasons behind their huge customer base.

Notable features include self service portal, knowledge base, Single sign on, ticket management and so on. Samanage integrates with more than 140 other applications including salesforce.com. It also works on the go that gives organizations the ability to rapidly and consistently deliver the services.

Happyfox

Happyfox is an easy to setup and costs effective ticket management software that can be implemented without much guidance and is perfectly suitable for small & medium businesses. The key features are intuitive interface, customizations, in-depth reporting and analysis, integration with websites and emails, SSO, SLA management, smart rules for automation and multilingual support. Happyfox is build to resolve issues or complaints more quickly as possible on a 24/7 basis and is available in both iOS and Android apps.

FreshService

Freshservice is entirely SaaS-based ITSM software, designed to help small and mid-sized IT organizations. Freshservice is widely chosen because of its ease of use, speed of setup, customer service, and affordability. This software has an intuitive UI and integrates with other business effortlessly to improve productivity. You can provide IT support from anywhere anytime because it is mobile-ready software. Freshservice is a part of Freshdesk product company.

JIRA Service Desk

JIRA Service Desk is an effective ticket management software developed by Atlassian that provides seamless integrations with other Jira products. This software is widely used across worldwide since they provide customizable dashboard, user-friendly interface, simple to use, super fast installation with supported widgets. Jira service desk covers all essential ITSM features like help desk software, knowledge base, self service portal, reports and so on.

About the author

Mohamed Thaslim

Mohamed Thaslim is an ITSM Analyst who holds a Manageengine's ServiceDesk Plus professional certificate. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Since he's a certified professional, he knows ins and outs of all ServiceDesk Plus features. You can follow him at Twitter: @vthaslim

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