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Increase customer satisfaction and team efficiency with Intercom’s market-leading messenger, smart automation and self-service tools.
Intercom enables personalized customer service at scale, increasing customer satisfaction and support team efficiency. Powered by a modern messenger, smart automation and self-service tools, along with all the features you need from a modern support solution including a next-gen omnichannel inbox, conversation routing, workload management, reporting and more. Learn more about Intercom

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today! Learn more about Spiceworks

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time. Learn more about NICE CXone

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license. Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures. Learn more about ISL Light

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless. Learn more about Agile CRM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world. Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more. Supremo is customizable and UAC compatible. It can be used on an unlimited number of devices and requires no configuration or installation. Learn more about Supremo Remote Desktop

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now!
Atera is an all-in-one, cloud based, IT service & support solution that provides a powerful and integrated help desk solution built for MSPs and IT professionals. Atera includes everything you need in one place: Full remote monitoring and management (RMM), remote access, help desk, ticketing, chat, network discovery, PSA, reports, billing and so much more. Start your free trial today! Learn more about Atera

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConnectWise Manage Help Desk: Powerful ticketing system with centralized communication & integrates with tools you currently use.
Streamline your client service processes with ConnectWise Manages powerful help desk platform. ConnectWise Manage leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise Manage's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently. Learn more about ConnectWise PSA

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins. Learn more about Help Scout

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpCrunch is a top-rated customer communication platform. Increase conversions and sales, improve support, and grow faster!
HelpCrunch is a top-rated customer communication platform for your support, marketing & sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch. Features include: - Live Chat - Chatbot - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps Try HelpCrunch for free for 14 days. Learn more about HelpCrunch

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service. Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition. Learn more about Yonyx

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. Learn more about Vivantio

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences. Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team. Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex. Learn more about Kayako

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The Genesys Cloud CX platform is an all-in-one help desk solution that helps you receive, process and respond to tickets seamlessly.
The Genesys Cloud CX platform is an all-in-one cloud help desk solution that helps you receive, process and respond to tickets seamlessly. Give your employees an intuitive interface that can handle any interaction, voice, chat, email, text message and more. Integrate seamlessly with CRM systems for powerful routing and automated logging. Weekly feature releases ensure you'll exceed customer support expectations today and tomorrow. Learn more about Genesys Cloud CX

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management. Learn more about ServiceNow

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Real-time remote control of a customer's computer over the web for help desks, support softwares, IT organizations, and more.
GoTo Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use. Learn more about Rescue

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Single source of truth for your contacts with live chat, help desk, knowledge base, email marketing automation, and more.
Gist is a suite of tools businesses use to market, sell and communicate with their customers. We're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale. Today, over 20,000 businesses are using Gist and we're just getting started. Join us on this journey and help us transform the way people run businesses. Learn more about Gist

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
TeamDynamix is a no-code ITSM solution that offers integrated Project Portfolio Management with enterprise integration and automation.
One no-code platform for IT Service Management (ITSM), Project Portfolio Management (PPM) with Enterprise Integration & Automation (iPaaS). TeamDynamix is easy to use, own, and operate - all configured from screens without any coding or scripting. The ITSM platform offers support for ITIL with an all-inclusive solution; incident/problem management, asset, change management, self-service portal, knowledge base, automation & workflow, and unlimited integrations. White glove implementation. Learn more about TeamDynamix

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
UJET is modern cloud contact center software company with leading innovation in customer support on the web, phone and mobile apps.
UJET is an enterprise-grade platform, ideal for companies with 50+ agents, that provides modern cloud contact center software with phone, chat and in-app support and leading innovation in smartphone technology for a superior customer and agent experience. The UJET platform delights end-users with anytime, anywhere access and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise-grade, SOC2 Type II and HIPAA compliant. Learn more about UJET

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Intuitive. Customizable. Powerful. Claritysoft CRM is designed to be easy to use without sacrificing power and functionality.
Claritysoft CRM's unique blend of simplicity, utility, and flexibility delivers powerful marketing automation, sales automation, customer service tools and much more in an intuitive, completely customizable interface. Claritysoft was designed with considerable focus on usability, and built to enhance the user experience and maximize user adoption. Claritysoft CRM gives you enterprise power and functionality at a fraction of the cost. Learn more about Claritysoft CRM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Web Help Desk is an on-premises ticketing and asset management solution that simplifies your IT help desk processes and reduces costs.
SolarWinds Web Help Desk is an on-premises IT help desk solution that streamlines your help desk operations with simple, affordable ticketing and asset management software. Benefit from automated ticketing management, change management, IT asset management, built-in knowledge base, SLA alerting, performance reporting, and more. Learn more about Web Help Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Deskero is a cloud-based software that offers simple yet effective tools to integrate requests coming from different channels.
Deskero is a solid helpdesk software, with features like multi-channel support, knowledge base, social network integration, Integrated live chat, canned answers and preferred client management. The software aims to integrate social engagement into customer care, with an innovative social monitor that allows companies to keep an eye on all the meaningful social conversations that might involve their brands. Learn more about Deskero

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
BOSSDesk is an award winning Help Desk, Service Desk, ITSM and asset management solution available for Cloud, On-Premise and mobile.
BOSSDesk, an ITSM (IT Service Management) Service Desk Help Desk and IT Asset Management solution, is available for both Cloud, On-Premise and mobile. An award-winning user-friendly interface and a powerful Service Catalog helps IT departments quickly deploy self-service portals, workflow automations, HR-onboarding, asset management, incident , change and problem management. BOSSDesk is ITIL aligned and helps IT departments streamline ticket management and Optimize and automate processes easily Learn more about BOSSDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The no-code, interactive decision tree platform that helps users simplify complex processes and guides them to the next best action.
Zingtree allows you to build no-code, interactive decision trees that help you create agent scripts, guide customers, and manage internal processes. By turning your workflows into a choose-your-own-ad venture-type experience, you help your users reach the next best action and make the complex simple. And because its a no-code solution, business users can create, deploy, and manage their decision trees with little-to-no IT work. Learn more about Zingtree

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong, customer conversation.
Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Crate&Barrel, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage. Learn more about Gladly

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels.
[New: Unlimited Agent Pricing] HappyFox is a cloud based help desk software with built-in features including ticketing, asset, task and knowledge management. Create recurring tickets or use our other automation features to drastically improve support response time. Our most popular features include canned responses, bulk actions, work schedule, ticket templates, smart rules and beautiful real time reporting. HappyFox is easy to setup and offers an intuitive interface. Learn more about HappyFox Help Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts.
Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts like [email protected] or [email protected] without having to leave their Gmail accounts. Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products. Learn more about Hiver

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Sprinklr helps brands provide world-class customer service at enterprise scale—powered by the industry’s most advanced AI engine.
Best for: Large companies with 200+ employees Sprinklr Modern Care Lite is an out-of-the-box, enterprise-grade contact center solution you can roll out in just minutes — freeing you to focus on meeting your customers’ expectations, instead of digging through reports or training your teams. Learn more about Sprinklr

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Your all-in-one helpdesk platform to scale customers' relationship
Build your Helpdesk platform through Crisp and start to help with your customers seamlessly. With our help desk software, Crisp lets your customers find their answers by theirselves and makes things simple for busy businesses. Through a wide range of features, we simplify the way you help your customers to reach their goals by automating a lot of stuff. Learn more about Crisp

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Complete with a self-service knowledge base, contact ticket portal, round-robin assignments, canned responses, time tracking, and more.
Mojo Helpdesk is an easy-to-use cloud-based help desk ticketing system that allows businesses to provide superior employee & customer service. Mojo moves customer and employee support requests from email to an all-in-one solution that is enjoyed by over 2.5 million happy customers. Perfect for any customer service team, or IT service desk, Mojo Helpdesk is used by a variety of E-commerce businesses, education, government, and healthcare organizations to provide excellent support. Learn more about Mojo Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Fully integrated Help Desk system for small to medium sized companies that is affordable to own and easy to install, configure and use.
Fully integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more. Learn more about Track-It!

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Fully-managed help desk solution for delivering fast, efficient service.
OTRS is a fully-managed help desk solution that includes ticketing, automation and notification. It can be configured to match your help desk's needs with features such as ITIL processes, CMDB, SLA management or corporate security process management. It's an ideal solution for help desks that want to streamline communication, track and identify trends and deliver top-quality service to their customers. Try OTRS today. Learn more about OTRS

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Powerful, affordable and fully configurable help desk software solution.
PhaseWare Tracker offers a comprehensive, configurable, help desk solution designed to streamline common workflow processes, while providing added visibility through the self-service portal. By focusing on core ticketing functionally, Tracker provides a highly effective help desk solution without adding the complexity and overhead of asset management. The result is a nimble, cost-effective solution for help desk operations. Learn more about Tracker

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Build better customer experiences with Groove. Everything you need to convert, support, and delight your customers.
Build better customer experiences with Groove. Everything you need to convert, support, and delight your customers. Everything in one place. No matter how you talk with your customers (email, social media, chat, or the phone), easily keep track of it all in our intuitive dashboard. Learn more about Groove

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
eDesk: the most scalable eCommerce customer support tool for online retailers that want to grow faster.
eDesk helps eCommerce brands deliver seriously extraordinary customer service, everywhere they sell. Our AI-powered automation solutions streamline customer support processes for faster response time, to improve productivity and profitability. eDesk integrates with 250+ marketplace, webstore, social and logistics channels; more than any other customer support software. The suite covers all the help desk solutions, combined with an award-winning Smart Inbox, Live Chat, Feedback and Insights. Learn more about eDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Suite of human capital management applications: HR, benefits, payroll, performance and talent management.
Oracle Fusion Cloud Human Capital Management is a complete cloud solution that connects every human resource process—and every person—across your enterprise. This provides a consistent experience across devices, enables one source of truth for HR data to improve decision-making, and empowers you with market-leading innovation to address your needs today and into the future. Suite of human capital management applications includes: HR, benefits, payroll, performance and talent management. Learn more about Oracle Cloud HCM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Finally a customer support solution that focuses on what really matters - Time
SherpaDesk is a cloud-hosted professional service automation (PSA) solution that integrates core business processes into one solution. Organizations are able to track customer service issues, capture billable & nonbillable time and monitor all of their project's profitability. SherpaDesk's mobile application is the perfect solution for any organizations who have techs in the field and need log their time and expenses. Learn more about SherpaDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Tiledesk is the all-in-one conversational AI platform with omni-channel live chat, chatbots and 3rd party apps integration
To have fully satisfied customers is complex. Conversation’s actors (chatbots and humans) should handoff to each other many times during a chat to address customers needs. Tiledesk provides a solution orchestrating instant, asynchronous and multichannel communication among all stakeholders of a typical conversational architecture: chatbots, support operators, end users, colleagues, applications, knowledge systems, etc. Visit https://tiledesk.com/ for more details. Learn more about Tiledesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
MSPs need more than a PSA to grow and service their clients. CloudRadial's CSA transforms the way MSPs and IT teams engage with clients
CloudRadial’s Client Services Automation (CSA) platform transforms the way MSPs and IT teams engage, collaborate, and advise their clients and end-users. It consolidates all the IT touch points of ticketing, reporting, training, planning, and account management into a shared portal where clients and IT collaborate to resolve problems, understand issues, add new services, and plan future opportunities. It is a must-have to complement a PSA. Learn more about CloudRadial

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Alloy Navigator is a real-world solution beautifully designed for real-world customers, built by real-world IT people just like you.
Achieving high levels of service while meeting customer needs is essential to any IT organization. That's why we designed Alloy Navigator's intuitive, easy-to-use Help Desk complete with a tightly integrated Knowledge Base and Self-Service Portal. Couple that with Asset Management integration and the flexible beauty of intelligent workflow and you've got yourself a complete IT Management solution. Learn more about Alloy Navigator

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Support, engage, and convert customers on a single platform. Helpdesk and customer communications software designed for your business.
Re:amaze is a web based helpdesk and customer communications platform to help businesses support, engage, and convert customers. Built for high-scalability and designed with your customers in mind, Re:amaze provides crucial support features like chat and automatic customer engagement as well as integrations for your social media, mobile, and email channels. Re:amaze also offers management solutions for team workflows, shared inboxes, FAQ, reporting, and satisfaction surveys. Learn more about Re:amaze

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Our VoIP and telephony experts have implemented 900+ Omnichannel Communication Solutions across 10+ industries.
DialShree is a popular call center solution that supports unified communication channels. It has a wide array of features. It is renowned for its 99.99% of SLA uptime. It is a highly scalable, robust, secure, and feature-rich solution, which is perfect to use for all scaled businesses and call centers. Our VoIP DialShree has some futuristic add-ons to offer more consolidated call center software to specific industries. Visit us @ https://elisiontec.com/products/contact-center-software/ Learn more about Dialshree

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Helpdesk software that can be used by companies to provide smooth delivery of customer support and helpdesk solution
Helpdesk software with all the "must have" features of enterprise class systems offered to all businesses at minimal cost to users. Don't spend a fortune on helpdesk solution.Try azuredesk.co today for free 14 day trial .It provides ticketing system to track support cases, Sleek UI for Admin requests, 3 party Integration with JIRA, Olark, Slack, Charge Desk & many other software, Reporting, Ticket Fields, Tabbed UI, Rules Learn more about AzureDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Customer support, task management and bug tracking all in one simple app your team and customers will love.
Loved by marketing, product, development, construction and real estate teams alike. DoneDone brings task management and client communication under one roof for better collaboration. Throw away your sticky notes. Say goodbye to overly complicated Gantt charts. Track tasks. Squash bugs. Talk to clients. Get work done. When the planning is over, get your work done with DoneDone. It's the simplest issue tracking, task management, and help desk tool for teams. Learn more about DoneDone

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
An open source customer support system that organizes, manages and archives incoming support requests.
osTicket is a help desk solution designed to help businesses of all sizes manage incoming support requests to streamline customer service operations. Key features of the platform include custom ticket queues, ticket filters, configurable help topics, ticket locking mechanism, ticket transfer, thread action, service level agreement plans, customer portal, search functionality, task management, and more among others. It also lets administrators send personalized automated responses to clients. Learn more about osTicket

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A web-based pay-as-you-go CCaaS packed with everything your operations need to become a 360-degree customer experience base.
Call Center Studio is the world’s first and only Google-based contact center software that delivers effortless scalability and utmost efficiency. Call Center Studio’s budget-friendly pay-as-you-go model, serverless infrastructure that enables remote working, open API facilitated seamless integrations, UI-friendly interface, supreme reporting capabilities, and 24/7 dedicated project and support teams are what global businesses and BPOs rely on to elevate customer and agent experience. Learn more about Call Center Studio

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing

Help Desk Software Buyers Guide

Introduction

Help desk software enables organizations to respond more efficiently to users. The central idea of a help desk is to provide end-users, including internal staff and external customers, with access to the support and information they need to make effective use of a business's products and services. Some of the core features found in help desk software include a ticketing system, a self-service portal, and a searchable knowledge base. Ultimately, this combination of features improves the flow of information within an organization.

Access to help desk software is beneficial to users because it allows businesses to track interactions with customers while allowing customers to communicate with customer service staff or find answers to their questions via the knowledge base. This can then improve overall customer satisfaction by ensuring end-users know how to use products and services, helping them to resolve any issues they encounter when using them. Additionally, help desk software can assist with internal communication, allowing customer service staff to assist other employees.

Help desk software is sometimes referred to as service desk software or as an IT ticketing system. It is closely related to other software categories, including call center software, live chat software and online CRM software. The knowledge base within the software can be continuously expanded, especially as new problems emerge and new solutions to those problems are found. Expanding the knowledge base in this way can make it significantly easier for customer service teams to troubleshoot future problems and find solutions swiftly.

When deciding on a help desk software solution, Canadian organizations will need to consider a range of factors, including the size of the business, the skills and qualifications of employees, whether remote access is needed, and the ways different solutions can combine with existing processes and software packages. Although help desk software packages can vary in terms of the precise features they offer, the vast majority of options in this area will include the following:

  • Track and manage interactions and the issue resolution process
  • Manage, search and add to a database of common issues and solutions
  • Allow customers to resolve their own issues through the knowledge base
  • Set up email or SMS alerts to draw attention to issues that require escalation

What is help desk software?

Help desk software, also known as service desk software, assists organizations in their efforts to provide swift, helpful responses to end-users, including customers and internal staff. In particular, the software can be integrated with customer service or customer support processes, allowing an organization's ticketing system to be more effectively managed. This, in turn, can then lead to efficient and reliable answers to technical questions.

Aside from helping businesses and other organizations to manage customer support tickets, the best support desk software will typically include a knowledge base, which serves as a database or repository, storing the most common queries, concerns, complaints or problems, along with their solutions. Using this knowledge base, it then becomes easier to track down solutions to similar problems and provide more informed answers to customer questions.

In many Canadian organizations, issues may need to be escalated or passed on to different departments. Help desk software can play a valuable role in making this system more efficient by improving the flow of information and allowing one employee to pick up where another left off. The ultimate aim of help desk software is to enhance the user experience by ensuring that end-users of all kinds are able to resolve problems quickly and make full use of products or services.

Businesses can make use of help desk software to manage their ticketing system and ensure employees are alerted to the issues that need to be escalated and resolved most quickly. At the same time, it can make it easier to live up to customer expectations, both in terms of the quality and overall speed of answers and eventual resolutions.

What are the benefits of help desk software?

The benefits of help desk software are primarily focused on the concept of centralizing important information that can assist with user support and answering common questions. Crucially, the various benefits linked to help desk software can lead to an enhanced reputation and superior overall business outcomes in the long run. Some of the main advantages that might be expected after adopting high-quality help desk software are outlined below:

  • Improve resolution times: when customers encounter issues with products or services, they expect help to be available and demand fast response times. Through effective use of help desk software, businesses can meet customer expectations by providing employees with a continuously expanding knowledge base. This can then be used to provide quality answers to questions and deliver swift resolution times.
  • Increase customer satisfaction: effective use of help desk software can help to make sure customers receive the level of support that results in true customer satisfaction. This can be achieved by providing dependable, tailored support when customers encounter issues with products or services and by avoiding situations where issues are left unresolved. Improving customer satisfaction levels is a major priority for most organizations because it can produce significant business benefits, with examples including improved reputation, lasting customer loyalty, repeat business from satisfied customers, and better overall financial results. One of the key considerations here is the fact that 62 per cent of people trust online reviews more than they trust expert or peer opinions.
  • Boost employee productivity: the knowledge base contained within high-quality help desk software can play a role in boosting productivity. It does this by providing employees with a reliable place to turn when they need answers to customer questions or when they need to find out how a particular problem can be resolved. This then results in the employee having more time to spend on their core work tasks. Additionally, the knowledge base can be used as an internal IT support tool, helping staff members to make more effective use of IT applications and systems.
  • Enhance staff knowledge: the continuous expansion of the knowledge base in a help desk software solution can also improve overall staff knowledge levels. Each time an issue is resolved, the solution can be documented, and employees can then learn from it. A key benefit associated with improved staff knowledge is resolving the most common problems and answering the most common questions more quickly. This can then boost first contact resolution rates.
  • Aid internal communication: good customer service and effective internal work solutions both rely heavily on the quality of communication within an organization. Help desk software can assist efforts to improve communication by allowing different departments to easily add information to the knowledge base and read the information that others have contributed. The advantages associated with this improved communication are especially apparent if an end-user encounters a problem that needs to be resolved by involving more than one department.
  • Prioritize the right issues: some issues raised by customers are going to be more urgent than others, and ticketing software can assist employees in creating an order of prioritization. Using the ticket management options, it becomes easier to identify the issues that need attention quickly. Combined with the alert and escalation features included in most software packages of this kind, it can draw attention to the most important issues or signal that they need to be escalated to a higher level of priority.

What are the features of help desk software?

Help desk software features will typically include some core features, which are present in almost all packages. It also has common and optional features, which can help buyers to choose between the different applications. The precise features that are most important to one business may not necessarily be as important to other businesses, but most companies—regardless of size and type—are able to utilize many of the core, common and optional features. Generally speaking, expect that a typical help desk software solution would include most of the following:

  • Ticket management: track interactions and automate key elements of the resolution process through built-in ticket management. When an end-user encounters a problem with a product or service and would like assistance from a customer service rep, the usual process involves them opening up a support ticket, which contains the interactions between the end-user and the support team. The ticket management elements included in the best software packages make it easy for interactions to be managed and for previous communication to be accessed.
  • Knowledge base management: search through, manage and add to a knowledge base, which covers the most common problems and their solutions, along with frequently asked questions and their answers. Making effective use of a knowledge base can help customer support teams to resolve issues more efficiently, often at the first point of contact. This then results in greater customer satisfaction. The knowledge base can also serve as a form of internal IT support, providing employees with a place to find answers to common problems.
  • Self-service portal: help end-users to find solutions to their own problems through a self-service portal. Provide access to the most critical information contained in the knowledge base and allow customers to track their own support tickets. While direct customer service is an important part of running a business, many customers do prefer self-service solutions when they are available. As an added bonus, any problems resolved without input from a customer service rep can help reduce the overall workload.
  • Alerts/escalation: automated alerts clearly express a sense of urgency, so problems are dealt with quickly. Meanwhile, escalation features within help desk software allow issues to be moved up to a higher level on the chain of command, such as in cases where involvement from a manager is needed. Alternatively, the issue can be escalated to a higher level of priority for the main customer support staff to deal with. Effective use of both alerts and escalation can ensure no issue is left unresolved for too long.
  • Macros/templated responses: answer the most common user questions and queries through the use of response templates or macros. Some questions have relatively simple answers, which do not necessarily require a carefully tailored answer from a customer service rep. With the use of macros or templated responses, these questions can be identified and answered much more quickly, resulting in faster resolution times.
  • Reporting/analytics: access reports and important analytics information to continuously monitor the help desk's performance. The best help desk software will help track key performance indicators, such as average response times, average resolution times, first contact resolution rates, and overall resolution rates. From there, it is possible to identify the areas of strength and weakness, making any necessary strategic adjustments.
  • Real-time chat: communicate in real-time, using built-in chat functionality. The inclusion of chat features within help desk software can assist with improving internal communication as well as making customer support more efficient. Some help desk software will also keep a chat log, allowing easy future reference to conversations that have taken place through the chat feature if it becomes necessary or beneficial to do so.
  • Automated routing: improve efficiency through automated ticket routing. There are few things that frustrate customers quite so much as having to repeatedly explain their issue, all while being passed around from one customer service rep to the next. With automated routing, issues can be automatically assigned to the right department and the most appropriate reps. As a result, solutions can be found, and customer support tickets close much faster, all while frustration levels are kept to an absolute minimum for all parties.

Using Capterra's help desk software directory, it easily filters the available software packages by the features they contain, ensuring only the solutions that meet specific requirements are seen. This will then allow a narrowing down in a help desk software search when looking for an ideal option for an organization.

What should be considered when purchasing help desk software?

When purchasing help desk software, buyers need to ask themselves a number of key questions in order to find the best option for their organization. Help desk software applications can differ significantly, and the best solution for one business may not necessarily be the best solution for another. In particular, the following questions can help to narrow down the available options to those that are most suitable:

  • What are the main features of the help desk software? First, it is important to carefully consider the features that are available in the different options. While there are core features, such as ticket management and a knowledge base—which are generally available in the majority of applications of this type—one of the best ways to narrow down the options is to look at the available supplementary features. Does the software include a live chat feature, and are there options for workflow configuration? Is it a closed source or open-source ticketing system? Ultimately, the focus should be on finding the right solution. The software with the widest range of features may not necessarily be the best fit because some of the supplementary features may not be relevant to employees, or the kind of help desk they are trying to run.
  • What makes a successful service desk? Businesses also need to give thought to what makes a successful service desk, especially within their particular industry. This means thinking about things from the perspective of end-users who may need to rely on the help desk to solve problems. Some typical answers might include efficiency, easy-to-navigate self-service solutions and the ability to resolve as many problems as possible at the first point of contact. Look for the solution that will help to meet the needs of the customers.
  • What are the costs associated with the software? Financial considerations are always going to be an important factor in deciding which software to use, but the issue of cost can be more complicated than simply looking at the upfront cost of purchasing the software. For example, if it is a web-based help desk system intended to be accessible from remote locations, there may be a subscription fee associated with it instead of a one-off purchase. Beyond this, factor in a need to provide employees with the right level of training.
  • Does the business need mobile and remote access? Employees may need access to the help desk when they are working from home or attending a different location. According to Gartner research, it is estimated that remote workers will account for 32 per cent of the global workforce by the end of 2021. On top of that, even among those who are attending physical workplaces, there may also be demand for flexibility and mobile access to key software packages, including the help desk software.
  • Is the help desk software compatible with other applications? Compatibility is a major consideration when investing in new software, and this is especially true if an organization already has customer relationship management (CRM) software. If the tools are not compatible, so the data from each cannot be easily integrated, there is a risk of problems. These might include reduced efficiency, unnecessary friction, additional barriers to effective communication, and the possibility of data loss. By contrast, the entire customer support process becomes smoother and much more efficient when integration is possible.
  • Can you try the help desk software before you buy it? Businesses require certainty that they are investing in the right product, and the ability to try a software package before making a financial commitment can be invaluable. Some help desk software is available with a free trial, and a cloud-based helpdesk system could even be trialed without having to install the software on computers first. It is also worth looking into whether free training options may be available, as this can also substantially reduce the total cost of ownership and allow a better sense of whether or not a particular package is right.

Current help desk software trends will need to be factored into any purchasing decision, and these need to be understood and considered within the context of wider industry trends. It is important to note that the most important trends when selecting help desk software are continually shifting. Keep up with the latest developments, as they could inform future upgrade decisions. At the present time, some of the most important help desk software tends that organizations need to be aware of before making a purchase are as follows:

  • Increased use of automated processes: A large number of businesses are aiming to automate as much of the customer support process as they can to save employees time and provide customers with faster responses. Automated routing, the use of macros or templated responses, and an easily searchable knowledge base can all assist in creating a more anticipatory form of customer service, rather than having to deal with each and every problem as they arise. As artificial intelligence and machine learning continue to improve, customers will become more familiar with automation and appreciate its efficiency. However, it is critical that automation does not come at the expense of genuinely useful solutions to problems.
  • The popularity of social media: The enduring popularity of social media platforms, including Facebook, Twitter and Instagram, presents a potential challenge to businesses for a number of reasons. Many social media interactions are publicly viewable, so solutions need to be swift and satisfactory. It may also be necessary to convince social media users to take discussions forward away from their chosen platform. Help desk software can play a role in this, but not all software packages include social media integration. Where such options are lacking, there is a need to create a reliable internal process for tracking communication across multiple channels.
  • The rise of AI chatbots: Some help desk software includes live chat options, and one of the most relevant trends in this area has been the recent rise of AI chatbots. Millennials, in particular, are keen on this technology, with research showing that 65 percent of US-based Millennials welcome interactions with chatbots for customer service purposes. Using chatbots offers several benefits, including rapid response times and speedy resolution of easy-to-solve problems. However, in more complex situations, where human intervention is needed, some customers may be reluctant to deal with an AI chatbot for too long. This means chatbots may also need to be configured to collect the most important information from customers and then pass it on to a human agent as soon as possible.
  • Expectations for 24/7 customer support: Many modern businesses cater to a global customer base, which means those customers may be using products and services at any time of the day. Therefore, there is an expectation among many that support will be available whenever it is needed. Of course, it is not always possible for businesses to have customer service agents on hand, which is why automation is so important. If customers fit into this category—that of expecting support at all times of the day—prioritize finding a software package that is capable of assisting in meeting those expectations.
  • Conversational user interfaces: Finally, the growing adoption of smart speakers and the increased usage of voice search functionality are important trends to consider because they help to demonstrate customers' interest in conversational user interfaces. This is worth keeping in mind when selecting help desk software because voice search and voice control technology can work especially well with self-service options, and some users may find this preferable to attempting to communicate with a chatbot using text-based inputs.

Sources:

The features highlighted were identified based on their relevance and the percentage of products in Capterra's directory that offer them. The following sources were used to create this document:

  1. User Study: Online reviews trusted more than peer opinions in the UK - Capterra UK 2021 (Date accessed: Wednesday, August 25, 2021)

  2. Gartner Forecasts 51% of Global Knowledge Workers Will Be Remote by the End of 2021 - Gartner.com (Date accessed: Thursday, August 26, 2021)

  3. Should Small Businesses Actually Use Chatbots for Customer Service? - Capterra UK 2021 (Date accessed: Thursday, August 26, 2021)