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Deskoala is a help desk and ticketing software to manage all customer assistance requests coming from different channels.
Deskoala is an help desk and ticketing software that takes care of bringing together and managing all the requests and conversations with your company's customers in a single space. The shared email addresses, telephone lines and other means of communication used by Help Desk employees converge in a flexible, well-organized, intuitive system capable of tracking and archiving every activity. Learn more about Deskoala

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Enterprise response management system to help organizations monitor email etc, assign to agents and manage personalized responses.
Enterprise response management system to help organizations monitor email and other communication channels, assign to agents and manage personalized responses. Learn more about INEXSO ERM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
German-language help desk platform. Features include file management, Q&A, ticket support, user management and duplicate management.
German-language help desk platform. Features include file management, Q&A, ticket support, user management and duplicate management. Learn more about pingdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Improve any customer interaction with Mobile Service Cloud. Easily manage live chat, email, WhatsApp and other channels in one inbox.
Mobile Service Cloud is a customer service solution that empowers agents across industries to deliver personal customer service experiences. Make interactions as easy as possible for both customers and employees. Use the Agent Inbox to interact with your customers through their preferred channels such as WhatsApp, Live Chat, Instagram Messaging, Apple Business Messaging, or Voice. Mobile Service Cloud also includes a chatbot to automate your conversations with a seamless handover to an agent. Learn more about Mobile Service Cloud

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Rootnet Suite is a platform of business solutions that enhances simplicity and productivity for collaborators enterprise-wide.
At Rootnet, we know how to boost business performance by automating how companies carry out their daily tasks. With a 360 enterprise vision and powered by the latest sales, marketing, and customer automation technologies, we drive effective digital transformations and data integration so that you can elevate your processes and focus on your core business. Some of our innovative modules include: CRM, Workflows, Service Desk and Intranet. Learn more about Rootnet

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Telecom management software that audits telecom service contracts and controls expenditure.
SAFIRANXT is a telecom management tool that performs audits and manages accounts with three levels of access. It can also monitor contracts and their agreed services to identify opportunities to reduce company costs in the field. The software also performs asset allocation and supports online monitoring of company operating indicators via a centralized control panel. Learn more about SAFIRANXT

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Give your customers the answers they want; quicker than ever before with GoDesk. The ideal email support tool for startups and SMEs.
Give your customers the answers they want; quicker than ever before with GoDesk. GoDesk is packed full of features that let your agents work more productively. Stack view, auto-assign rule and canned actions (handy repeatable actions for common questions) all help free up more agent time. Each customer's entire support history is kept right next to their tickets so your agents can get their responses just right. The ideal email support tool for startups and SMEs. Learn more about GoDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConSol CM/Helpdesk ist die Lösung für effizienten IT Support für Kunden und Mitarbeiter inkl. Change-Management und Echtzeit-Reporting.
ConSol CM/Helpdesk ist die Lösung für einen effizienten IT Support für Kunden und Mitarbeiter. Dank Autorouting werden eingehende Anfragen über E-Mail, Webformular oder Portal werden automatisch an die jeweiligen Bearbeiter in den 1st-Level-, 2nd Level- oder weiteren Fachteams weitergeleitet. Das integrierte Change-Management ermöglicht die Erstellung und Verfolgung einfacher und komplexer Changes. Und das Beste: alle Prozesse und Datenstrukturen können an Ihren Bedarf angepasst werden. Learn more about Consol CM/Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpCenter is a user-friendly customer service software for e-commerce businesses.
HelpCenter is a user-friendly customer service software for e-commerce businesses that want to provide their customers with fast but thorough customer support. Three essential tools - FAQ builder, HelpDesk ticketing system, and a live chat - will help to answer customers' questions before they land in your inbox, centralize and access all communications from a single place, and build stronger connections by providing real-time customer support. Get ready for the top-notch customer experience! Learn more about HelpCenter

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
DeskXpand is a ready-to-integrate, collaborative customer support softwar It has adaptable features like ticket automation, omnichannel
DeskXpand is all you need to communicate effectively with your customers. A fully developed ticket management system with the right capabilities to give customer experience in a seamless and cost-effective way. If we had to define DeskXpand in the simplest manner, this technology is powerful and flexible to solve your problem. Learn more about DeskXpand

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
MetaCaseDesk is an advanced help desk, ticketing tool and case management software.
MetaCaseDesk is an advanced HelpDesk, Ticketing Tool and Case management solution for customers running on-premise Microsoft SharePoint 2013 and SharePoint 2010. Office 365 customers have an option to use MetaCaseDesk on MetaOption Cloud, and an optional sync component syncs the data back to their Office 365 SharePoint Online lists and libraries. MetaCaseDesk has two major portals. Support User and Customer portal. Learn more about MetaCaseDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Tactful AI helpdesk is comprehensive omnichannel customer support with ticketing, CRM, unmatched AI & automation technology solutions
Tactful AI helpdesk offers comprehensive omnichannel customer support. Providing ticketing, CRM, unmatched AI & automation technology solutions that are proven to help you organize & manage operations . Additionally, it saves you money & effort by delivering instant responses to your customers on any channel/any time. With an outbound campaign manager to keep you engaged, you will drive more sales, get maximum flexibility & boost customer loyalty. All in one modern yet inclusive dashboard. Learn more about Tactful AI Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Rapidly deploy automation across IT teams, and our Automation Accelerator Packs take the guesswork out of building your automated proce
With nothing to download and no infrastructure to set up, our low-code/no-code intelligent IT automation platform enables customers to start automating immediately just by logging into their SaaS instance. Together with our Automation Accelerator packs, IT teams have a one-of-a-kind solution to take automated workflow development from weeks and months to hours and days. Learn more about Resolve

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
RegitWise Help Desk is an easy-to-use customer support software that can be used as an ITIL tool.
RegitWise Help Desk is an easy-to-use customer support software that can be used as an ITIL tool. Install on prem or SaaS. With RegitWise shop module your employees can easily order products and their superior can approve the order. Test RegitWise Helpdesk for free on www.riwhelpdesk.com Learn more about RegitWise Help Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Fully customizable, Cloud-based CRM software consisting of Sales, Marketing, Project management, HR, Helpdesk, Invoicing Clouds.
CloudOffix is a cloud-based CRM software that assists businesses with Sales, Marketing, Project Management, Invoicing Helpdesk and HR Clouds. Along with many other great and unique features such as website visitor tracking and mail automation, CloudOffix offers extensive full customization so that you don't have to settle for out-of-the-box products. With context based collaboration within the platform, without having to leave is an amazing comfort feature to have. Learn more about CloudOffix

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Everything you need to make your digital workspace secure, automated and service-oriented for your end users in one unified integrated
Inspire your customers with excellent service and offer your employees the best employee experience. Satisfied customers are the key to increase revenue and productivity. Outstanding service quality starts with satisfied employees. They need an efficient workspace to deliver high service quality. Learn more about Matrix42 Service Management

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
AI Rudder is a software company that harnesses the power of AI voice automation to supercharge customer experiences.
AI Rudder is a software company that harnesses the power of AI voice automation to supercharge customer experiences. Using schedule automation, automatic customer intention labelling on each call, data visualization, and APIs, users can schedule automation campaigns in advance, reduce human error and automatically transcribe conversations in order to process the data. Learn more about AI-Powered Voice Assistants

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
CXUP is a customer service software that manages the requirements coming from multi-channels
CXUP is a customer service software that manages the requirements coming from multi-channels Learn more about CXUP

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Creative Solutions' Helpdesk Management platform is a fully automated help desk solution.
Creative Solutions' Helpdesk Management platform is a fully automated help desk solution. Learn more about Helpdesk Management

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
eFACiLiTY® Helpdesk & Knowledge module automates the helpdesk ticketing process & enables users to raise tickets, complaints, etc.
eFACiLiTY® Helpdesk and Knowledgebase puts all the configurable service request details in a single place i.e., a centralized helpdesk solution to ensure resolving support requests is seamless and more convenient for your team. The complete history of actions taken, events, follow-ups, messages exchanged, response times, and user feedback can be tracked via the system that helps in the analysis and improvement of the helpdesk and call resolution functions. Learn more about eFACiLiTY® Helpdesk and Knowledgebase

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Customer service management platform to coordinate knowledge bases, teams, and departments for streamlining customer service responses.
Senju/SM is a service desk platform for managing service user input. Users can also integrate responses from knowledge bases and operational management tools. The software coordinates input from developers, vendors, infrastructure specialists, and service desk operators. It provides a coherent customer response system to reduce management load. Knowledge is incorporated from previous customer requests and other sources, allowing traceable and accountable responses to end-users with minimal confusion. Senju/SM also encourages customer service auditors to maintain and adhere to relevant standards. The system's operational processes follow a standardized framework. Requests can be successfully handled with FAQs or worked through each stage of incident control according to ITIL specifications, including problem control, change management, and release management. The system meets ISO20000 (ITSMS) standards. The web-based solution does not require any software installation. Learn more about Senju/SM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Japanese-language support service for IT departments migrating their on-premises storage to the AWS environment.
ReSM plus is an AWS migration support service available only in Japanese and tailored to the domestic corporate market. Provided by SIer consultants DTS, the service covers safe and secure AWS installation, migration, operation, maintenance, and billing. It includes an introduction into the AWS environment provided to the company’s technicians and IT departments. It also comes with system operation monitoring and troubleshooting 24 hours a day, 365 days a year. Users also benefit from an in-house help desk with regular analysis reports and a self-help FAQ system that updates in real-time. Users can design a cloud environment from scratch, migrate existing data, or opt for a hybrid environment that incorporates their company’s on-premises assets. Learn more about ReSM plus

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Awebdesk Helpdesk Software is an all-in-one helpdesk solution that allows users to manage dozens of tickets at one time.
Awebdesk Helpdesk Software is an all-in-one helpdesk solution that allows users to manage dozens of tickets at one time. Learn more about Awebdesk Helpdesk Software

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
DeskPlus offers everything you expect from help desk software under one roof.
Easy-to-Use Support Desk Software Follow up with all teams consisting of training and repairs, trainings and trainings from the help software from the Desklus help team specially taken from all engineers equipment. Call, Service and Demand Management Calls created by your company's employees are automatically forwarded to call center users, these calls can be resolved immediately or forwarded to the service. Learn more about DeskPlus

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Website live chat and helpdesk solution with an easy-to-use dashboard and mobile apps for employees.
Website live chat and helpdesk solution with an easy-to-use dashboard and mobile apps for employees. Learn more about Jibber

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
OneChat is an all-in-one customer communication solution tool.
OneChat is an all-in-one customer communication solution that allows users to connect and engage with customers in one place. Features: - Shared Inbox - Agent Automation - Canned Response - Omni Channel Support - Live Chat Widgets - API Integration Learn more about OneChat

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Keep the entire department informed and engaged by providing a centralized place for your team to extract information
Keep the entire department informed and engaged by providing a centralized place for your team to extract information Learn more about Super Easy Tickets

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Tikit is a Microsoft 365 Service Desk that matures with your Microsoft 365 adoption and is built for Microsoft Teams.
Tikit is a Microsoft 365 Service Desk that matures with your Microsoft 365 adoption. Designed for Microsoft Teams, Tikit removes barriers between users and data, allowing employees to work wherever they want. This is accomplished through seamless and secure integration, using your existing Microsoft 365 configuration. The more Microsoft cloud technology you use, the more powerful Tikit becomes. Learn more about Tikit

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
It is an ITSM solution that helps businesses manage changes, incidents, problems, requests, configuration, and more.
tbITSM meets the specified standards of ITIL v3, the most widely accepted best practice framework for Service Management Software. It provides numerous advanced features for inventory, asset and HELP DESK management. ITSM Software – that helps you plan and manage IT changes in an easy way, solve problems efficiently when they come and allows you to take control over your company’s IT infrastructure. Learn more about tbITSM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
En-Space is a cloud-based solution that helps improve task management, workflow management, document management and more.
En-Space is a cloud-based solution that helps improve task management, workflow management, document management and more. Learn more about En-Space

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A unified AI-powered solution to simplify ticket management & empower your HelpDesk teams with robust reporting and anaytics.
Infraon Helpdesk is a fully integrated and low-code platform equipped with an easy-to-use web UI to integrate all support experiences. Empower your customers, agents, and internal teams with AI-powered workflows and auto-suggestions to remotely manage resolutions Respond to customers from a single location while utilizing advanced features like email to ticket, Ticket creation via WhatsApp, and intelligent chatbots. Learn more about Infraon Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Real-time proactive AI-based support tools for SaaS companies.
Real-time proactive AI-based support tools for SaaS companies. Learn more about IrisAgent

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Customer service and helpdesk solution that helps employees manage tickets, access knowledge base, view communication history, etc.
Customer service and helpdesk solution that helps employees manage tickets, access knowledge base, view communication history, etc. Learn more about Helplama Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
With Employee service, serve your collaborators as you would like them to serve your customers. Integrate a multichannel Help Desk
With Employee service, serve your collaborators as you would like them to serve your customers. Integrate a multichannel Help Desk and From now on all your communication channels will be integrated and centralized in one place, facilitating the administration and attention of your collaborators. Connect multiple service channels such as an online chat, self-consultation bot, emails, video calls, among others. Generate massive internal communication campaigns. Learn more about Employee Service

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based no-code platform platform that enables businesses to automate the onboarding operations, procurement processes, and more.
Cloud-based no-code platform platform that enables businesses to automate the onboarding operations, procurement processes, and more. Learn more about QuickAppFlow

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Business support system that enables entities to scale CRM operations by leveraging automation tools to respond to customer calls.
SupportSite equips Japan-based companies with feedback collection and data analysis tools to help optimize workflow efficiency and maximize engagement. The system is customizable and enables managers to configure it to meet brand-specific objectives and drive website traction. It assists in streamlining communication flows with stakeholders to maximize B2B/B2C connections. The feature set enriches decision-making processes and helps CRM managers improve end-user service levels. It also facilitates the real-time collection of data, promoting increased insights into critical touchpoints of the customer journey. Additionally, content management tools allow admins to create bespoke FAQ templates about the brand to enhance information-sharing. Learn more about SupportSite

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Help desk software that helps with ticketing, internal collaboration, time tracking, and more.
BoldDesk is a powerful help desk solution which can be customized to suit your needs. It makes it easy to manage tickets, route them easily between agents and customers, or even automatically convert customer emails into tickets. Learn more about BoldDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Centralized internal help desk software that allows businesses to manage, track, and resolve issues using Microsoft 365.
Centralized internal help desk software that allows businesses to manage, track, and resolve issues using Microsoft 365. Learn more about Microsoft 365 Help Desk Ticketing System

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
User-friendly and intuitive cloud-based omnichannel software for call and contact centres for perfect customer experience!
SOGEDES.X is an omnichannel cloud solution for inbound, outbound and blended contact centres & call centres. X stands for Experience: customers are delighted across channels and the customer relationship can be managed easily and effectively. Advantages: Easy to use, intuitive interface, fast onboarding, clear contact information and support through automation, comprehensive routing settings and drag-and-drop functions, DSGVO-compliant data storage. Learn more about SOGEDES.X

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Automated data analytics platform built for the channel. BeeCastle helps: - MSP/TSPs with data analytics - Vendors to work with MSPs
BeeCastle is an automated data analytics platform that uses machine learning to create an enriched data set to: - enhance account management - identifies valuable whitespace opportunities; and - business relationships, 3 core products: - Free ProfitTrack - how much revenue are you making, churning and changing month-on-month - ActivityMap - proprietary algorithms map your teams’ activities - WhiteSpace - machine learning identify upsell and cross-sell opportunities Learn more about BeeCastle

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Turabit Conversational AI Assistants empower businesses to automate their processes.
Turabit Conversational AI Assistants allow enterprises to automate customer support and resolve complex to easy issues. The assistant provides support in Dashboard data which presents multiple pieces of information under one roof. It has features to support various languages, chat history, human agents, and many more. Learn more about Service Desk AI Assistant

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A no-code unified software platform for sales, service automation, commerce, marketing, custom applications & workflows.
Trusted by 500+ companies, Round Infinity is a unified no-code Total Experience (TX) automation software platform. Clients use our out-of-box business applications in combination with our capabilities to create no-code custom business applications, AI-powered decisioning and workflow automation to solve their most pressing business challenges - from executing transactions to enabling self-service to personalizing engagement to automating service to streamlining operations. Learn more about Round Infinity

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HRM tool in Japanese that tracks employee changes and automates benefits, expenses, and health coverage.
Biz-Zero is an HR management system for Japanese companies that offer travel expenses, childcare, parental leave, and other employee benefits. Employers can customize expense coverage application forms, manually input employee information, and set up approval workflows. HR managers can also formulate online forms for employees and initiate procedures for life events. There are paperless form templates dedicated to every important life event, including tax-free childcare applications, parental leave, changes in the number of dependents, and moving home. The application stores employee information in a database, links different application forms on a list, sends gratitude notes, imports CSV files of employee data from various payroll applications, and produces daily reports. Learn more about Biz-Zero

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Kiininet CXP enables various business communication channels to be improved and guarantees customer satisfaction.
Kiininet CXP is a tool that provides companies with effective platforms for communication with customers. The application has an integrated help desk with essential functionalities, helping provide their customers with all the attention they need. From the application's help desk, all the needs of registered users (customers, employees, or suppliers) can be coordinated, and it generates follow-up tickets according to fixed operational and attention parameters. Learn more about Kiininet CXP

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Helpdesk and service desk, designed to digitize business processes, with ticketing, customer contact, SLA's, SLO's and work registry.
CDESK is a helpdesk and service desk software that designed for the digitalization and standardization of a company's business processes. CDESK provides tools for, e.g. improving communication with customers, processing requests, registering employees' work time and keeping the SLA and SLO deadlines. For IT environments, CDESK meets requirements of a demanding Service Desk (ITSM tool). Learn more about CDESK

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Video conferencing solution that helps businesses with live chatting, call routing, note taking, agent monitoring and more.
Video conferencing solution that helps businesses with live chatting, call routing, note taking, agent monitoring and more. Learn more about Video Service Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Provide a modern, all-inclusive service management solution, and enabling users to log, track and resolve issues, workflow automations
OASYS^ provides a modern, cloud based and all-inclusive service management solution. With OASYS^ businesses, organizations can integrate an array of functional departments into one cohesive platform, enabling users to log, track and resolve issues in a variety of domains, automate workflows, gain real time visibility, and improve productivity. With OASYS^, you can also manage your Assets, offer no code low code integrations, manage SLA, and dynamic report builder options. Learn more about OASYS^

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Enterprise Grade Help Desk Management System.
Enterprise Grade Help Desk Management System. Focus on speed, Reliability and Low Learning Curve - Integration with the Entire Corporate Value Chain. Learn more about TIKTING

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)