Types and Examples of Top Help Desk Software
Top help desk software provides businesses with a one-stop portal that customers can use to send their issues, queries, and requests. It also provides the internal staff with a one-stop point of contact to access all the customer requests, issues, and questions to give the fastest responses possible. Furthermore, it saves businesses time in managing customer tickets from receipt to resolution.
Top help desk software, just as many other business solutions, is either on-premise or cloud-based. Besides the two most apparent software deployment options, there are three additional top help desk software types.
Types of Top Help Desk Software
The three main types of ticketing system software that are popular with many organizations are as follows:
1.The Basic Help Desk
Many small and growing businesses start with the basic help desk for their ticketing solutions. A basic help desk is a simple plug-and-play Software as a Service (SaaS) solution that does not come with many features. However, they are scalable with the options of adding other basic features separately.
The other features include a customer knowledge base and chat options, additional points of contact such as email or mobile phone, and reporting abilities. One of the most significant advantages of the basic help desks is their affordability.
Examples of basic help desks are
- Zendesk
- LiveAgent
- Freshdesk
Enterprise Help Desk
The next type of top help desk software is the enterprise help desk, which has more features than the basic help desk, and the most popular of the three. Moreover, it can address more internal issues such as the IT assets much better than the basic held desk does. Some of the most notable features of an enterprise help desk include:
Examples of basic help desks are
- Scalability
- Multi-channel solution
- Automated ticket allocation
- Multiple contact points
- SLA management
- IT asset management
- Account management
Besides the above features, it is easy to customize an enterprise help desk to match with the protocols of the business.
Some examples of enterprise help desks include:
- Oracle PeopleSoft Enterprise HelpDesk
- ManageEngine ServiceDesk Plus
- Freshservice Enterprise IT Helpdesk
3.Open-Source Help Desk
The third type of top help desk is the Open-source help desk, which is flexible enough to allow users to integrate or customize their processes by modifying the software source code. Organizations that use the open-source help desk charge a certain fee or offer paid-for versions with multiple features. Tinkering with the source code of the source code is not easy and requires the knowledge and skills of a software developer.
The most common examples of open source help desks include:
- Google Apps Help Desk Workflow
- Savane
- SugarCRM Open Source
Five Examples of Top Help Desk Software
Comodo One Service Desk is a free cloud-based system with a centralized management system that allows easy access anytime and anywhere. Some of the features that make it a top help desk include:
- A user-friendly interface and customer portal
- Ease of reporting and tracking by the customers
- Easily accessible knowledge base
- Automated and scripted to respond to emails
- Customized greetings for the clients
- Advanced ITSM features
Jira Service Desk
Jira Service Desk is a popular recovery and management system that is popular with the corporate world. Some of the features that make it a top help desk software include:
- Easy configuration and set up
- Automated services
- Provision of CSART and SLAs
- Collaborative, very efficient and budget-friendly
- A knowledge base
- User-friendly interface and customer portal
- It comes with a free 7-day trial
3.Freshservice
Freshservice is a service desk highly credited for having one of the highest intuitive mobile apps. The service desk is customizable for both It and non-IT purposes. Some of the features that make it rank among the best IT service desks include:
- A self-service console
- Knowledge management base
- Automated ticketing services
- Easy access of the service catalog by the users
- Event and incident management
- SLA management
- It comes with a 21-day free trial period
4.Zoho - ManageEngine - ServiceDesk Plus
Zoho is one of the simplest and user-friendly service desks on the market today. The primary use of the top help software is to effectively track and control IT tickets to ensure that resolving customer issues is instant. Some of the features that make it excellent ticketing software include:
- Easy access of the service catalog by the users
- Automated ticketing system
- An efficient knowledge base
- Allows easy filtering, analyzing, and resolving of customer issues
- SLA management
- User-friendly self-service portal
5.Zendesk
Zendesk is one of the most flexible and powerful top help desk software on the market today. It comes with all the tools a business needs for streamlining its customer service, increase productivity, and boost efficiency. Some of the most notable features include:
- Multi-channel support
- Flexible and automated ticket management
- Advanced analytics and robust reporting
- Mobile support
- User-friendly interface and customer portal
- Knowledge base
- Multi-brand support
Wrapping it up
It is not easy to settle for one top help desk software with the claims that it is the best because each of the products offers varying needs that suit different business preferences. However, it is important to find software that provides you with at least the most basic ticketing solutions if you intend to bring progress into your business.