Fast Resolutions through Web Help Desk Open Source Tool
The web help desk open source system is a website that manages customer requests. Customers can log in, submit a request, check the status of requests, and add notes where necessary.
A web help desk is ideal for small and medium-sized businesses because such systems allow for easy communication and collaboration. Employees can work together to resolve issues without leaving their desks. As such, there's no wait time for tickets, unlike with traditional support teams. In addition, a web help desk system is beneficial for companies who want to save on licensing costs if they intend to use the system internally.
Features of a Web Help Desk Open Source Application
Standard features in most web help desk open source applications include incident or service request management, knowledge base management, support tracking, reporting, SLA management, etc. The web help desk open source software is free to download and has a trial period where users can select the plan that fits their needs before paying for it. Many of them also have paid professional versions with extra features.
A web help desk open source system should have the following features:
- Ability to send emails
- Track the status of service requests using tickets
- Prioritize service requests based on severity level, business value, or other factors
- Allow users to upload files as part of a service request
- Allow users to comment on service requests
- Instantly escalate a problem to the next level of support when needed
- Assign tickets to team members instead of leaving them in a queue for later resolution
- Track customer satisfaction
Key Functions of a Web Help Desk Open Source System
A web help desk open source system is an application that assists computer users with IT problems. A typical help desk system allows an end-user or customer to submit a support request, track its progress and status, and communicate with the support team. Thus, the help desk management system alleviates the need for face-to-face communication and speeds up problem resolution.
Web help desk open source platforms provide you with a ticketing system that turns service and support requests into tickets. You can assign tickets to your team members quickly and securely. This way, every person in the team will know what they need to do. In addition, it can prioritize tasks accordingly and guarantee outstanding customer support performance.
Using web help desk open source platforms will also receive a messaging system for communication between your customers and your team members. It can send messages, alerts, or updates to every member of the team. This way, there won't be any delays or misunderstandings caused by a lack of communication.
Additionally, you will get access to multiple tools and features that enhance your customer support experience. For example, the web help desk facilitates custom fields and page editor for creating FAQ sections, ticket attachments, email integration, or callback requests for customers who would like to get updates through phone calls.
Best web Help Desk Open Source Software
The best web help desk open source software allows users to self-service and resolves their issues with limited assistance from a support team. Web-based help desk saves time and money by reducing incoming service requests, which frees up resources for high-value tasks. A sound system also records all tickets and customer data, allowing a company to track trends and easily support future customers.
There are different types of web help desk tools for organizations. Your best option will depend on the organization's needs and resources. The following are free options of web help desk software:
1. Comodo One
Features
- Self-service 24/7 support
- Cloud-based
- Automation
- Website feedback
- Knowledge base
2. Freshdesk
Features
- Online chat
- First level support (troubleshooting over the phone)
- Multi-language
3. Zohodesk
Features
- Knowledge base and FAQs
- Social media channels
- Automation
4. Zendesk
Features
- Help desk
- Knowledge base
- Multi-channel
5. Live Agent
Features
- Multi-channel
- Email, phone, and social media
- Single inbox
Final Submission
Web help desk open source software has been around for a while, with millions of users worldwide adding support to their daily work routines. Without a doubt, a free or a paid web help desk system will boost your team's performance.
Regardless of your organization type, a web help desk open source will increase your team's productivity. In addition, you can rest assured that this platform will provide you with your team's specific tools to handle customer requests faster and better.
A web help desk provides an extensive knowledge base with inbuilt plans, which means you can easily configure it so that users can search for an answer themselves before asking your staff for help. It also offers a web widget that you can embed on your website so that users will never have to leave your page, which is always great for user experience.