Any business that runs on technology must need a help desk software 2020 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 needs 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 2020 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 with ITIL best practices and provides greater visibility and central control to deal with IT issues. To continually provide exceptional customer support worldwide, ServiceDesk Plus is available in 29 distinct languages.
ServiceDesk Plus includes features like asset management, a 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 make the right decisions based on your business needs. Click here to know more.
Freshdesk is an award-winning help desk software for its exceptional features, easy to set up, and affordable to a business of all sizes. This software can free up your business burdens and is designed to help both small & large businesses.
Freshdesk has quality traits like intuitive UI, multichannel capability, integrated game mechanics, multiple SLA policies, smart automation, and self-service portals. An easy to customize dashboard allows you to sort, prioritize, and assign tickets to stay on top of all customer queries.
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, a 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 assignments, service escalations, notification rules, and time-based actions.
Zoho Support is very much effective, flexible when you are having a plan to use the 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 manage tickets or issues from anywhere, anytime. Salesforce Service Cloud facilitates social media integration that allows agents to provide support to customer issues 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 costs.
Some of the key features are dynamic knowledge base, a 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 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 a self-service portal, knowledgebase, automated workflow, custom reporting, multi-channel support, and 24/7 customer support. Zendesk helpdesk software is the best suit for a company of any size.
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, knowledgebase, 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 is easy to set up 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 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 the 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 worldwide since they provide a 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, a self-service portal, reports, and so on.
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I hope this list of help desk software 2020 helps you with your research and finding the best service desk system to help with your organization’s incident management process.