Customer Support

8 Help Desk Support Software You Need to Consider

By August 17, 2018 February 14th, 2019 No Comments
8 Help Desk Support Software You Need to Consider

The adoption of Helpdesk support software has never been more prevalent; what was once only used by the big conglomerates can now be found in the office of companies of almost any structure and size.

Helpdesk software is used to accommodate customer needs, usually in one of two ways – either it can be used by  IT departments to increase the efficiency of the tickets created for users or it can be used to facilitate customer queries more efficiently.  Regardless of the size or structure of your business, help desk support software will streamline your customer support, improving client experience and making sure that nothing and no one is able to fall through the cracks.  Mostly though, the dominant use of Helpdesk is for a grievance, and must always be seen as a call to action, and it is the companies who respond to this in the quickest and most efficient manner that will stand head and shoulders above the rest.  And with the correct tools within your chosen package, you can build that all essential knowledge base, solving common problems before they become an issue, identifying customer and staff training needs and giving your support staff those quick fixes that so improve the client experience

This guide will walk you through the top 8 help desk support software currently on the market, giving you the information you will need to know so that you can choose the right option for your business.

1. Zendesk Support

Zendesk has created a platform which puts the needs of your customer support agents at the forefront.  The platform is fully customizable and enables integration of all messaging platforms so that you can see them all on one screen, meaning that agents are able to respond to any questions or issues quickly and efficiently. There are extensive ticket management options which include social media.  Impressively there is support for ITIL and automatic workflows.  The platform also shows you insights enabling you to measure and improve upon your customer service – you have access to customer satisfaction ratings and analytics on how you’re doing through performance reports and dashboards.

The downside: The platform lacks enterprise features such as change control and asset management.

2. Cayzu

Cayzu enables you to increase productivity with workflows.  You can automate emails and create custom rules for when a ticket isn’t responded to by both the agent or customer after a set period of time.  Cayzu is completely cloud-based and works seamlessly in any browser so you can help your customers from anywhere, any time, using remote resources. What’s more, “real-time insights” from the Cayzu back-office provides you with full control of your help desk portal, plus access to real-time reports. Cayzu takes minutes to get started and everything is automatically customized for your business. Notably, the platform also enables you to provide support for multiple brands and products, via a number of channels including the website and social platforms, all on one interface. The self-service portal is excellent, particularly with Google Analytics integration.

The downside: Reporting engine doesn’t support custom reports or scheduling meaning it may not be the best option for those looking for enterprise orientated capabilities and the use of Helpdesk stats in continuing client support and sales leverage.

3. Happyfox

The Happyfox platform is essentially an all-in-one ticketing system that provides better and faster support for your customers.  There is not only excellent chat integration, allowing you to respond to messages through the platform via whatever message they contacted you through, but also voice integration is available through the system – with the recordings and transcripts of the calls taking the form of a newly created ticket within the system! Automation tools reduce ticket management workload and self-service tools reduce ticket workload by providing fast solutions to common problems.  It’s highly customizable and feature-rich.

The downside: rules-based automation tasks limit capability somewhat and staff can only be assigned to a single role.

4. Rocketbots

Rocketbots allows you to create your own platform, fully integrating all the messaging mediums which your customers contact you by so that you can see all your communications in one place.  The selling point of Rocketbots is that it’s so customizable and that by creating your own platform, you can be sure it is completely applicable to your company’s needs. The layout lets you keep track of every conversation and user that you speak to, whilst simultaneously viewing user information from their profiles – you can segment your audience and you’ll receive notifications regarding conversation urgency.  There is impressive real-time analytics which displays your true chat volume, the time and days you’re busiest, your team’s engagement progress and more! The platform incorporates AI, allowing the most commonly asked queries your help desk receives to be answered instantaneously, freeing up your human agents to answer questions which hold more nuance.

The downside: Not for you if you want a standard, pre-built platform.

5. Agiloft

Agiloft offers integrated live chats and customer satisfaction surveys.  You can automate your return merchandise authorization (RMA) and repair procedures with powerful workflow and business rules automation that reduce time and guides technicians through your preferred processes.  The platform can be used for both internal help desks, where employees can report any issues they may be having 24/7, as well as to streamline your customer service. The platform even offers customers the ability to initiate returns and service requests at any time through the end user portal. Real-time status updates keep customers in the loop meaning that there’s transparency throughout the process.  Flexible asset management automates the complete asset lifecycle, from procurement to disposal, for all software and hardware assets and uses charts and reports to show the average number of problems for particular asset types by the manufacturer or the average lifespan of a given asset type. The interface is also brandable making your support blend seamlessly with your company image.

The downside: Configuration requires a lot more effort than other products and full functionality requires Enterprise plan pricing level.

6. Freshdesk

Freshdesk is an online, cloud-based customer service software. It saves responses to commonly asked questions and reuses them in further cases. You can merge tickets that cover the same issues into one so that you can increase efficiency and you can view which ticket each agent is replying to so that there isn’t a collision of responses. The platform allows you to create your own custom SLA targets so that every agent is clear about when each ticket needs to be replied to.  There is a record of every interaction in each ticket so that an agent can get full context and you can resolve issues faster by splitting tickets into smaller tasks that respective teams can work on in parallel. With Parent-child Ticketing, the ticket is resolved only if every team completes the task assigned to them, so that each internal team is accountable for their role, and the ticket can be resolved only if every team has played a role. With a quick overview of the reports page, supervisors can understand how the help desk and the support team are doing. Every metric like agent response time, resolution SLA, or ticket created can be analyzed based on ticket properties like status, agent group, type and more. You can streamline your support by identifying bottlenecks and examining problematic tickets right from the report.

The downside: Ticketing functionality could be better and there’s a lack of change management controls.

7. Zoho Service Desk

The Zoho Service Desk is extremely easy to use and is free for up to three users making it ideal for smaller companies who want the platform to grow with them. It saves you time over frequently asked questions, by automatically making suggestions from your knowledge base based on the content of the ticket so that customers can find out the answers to questions themselves.  As your support staff responds to queries, tags are created to organize your tickets into different categories for future reference – these could indicate a need to add a particular topic to your FAQ. Your agents can view detailed customer information during a conversation, putting the conversation into context so that they know exactly how to respond.

The downside: It lacks on-premises functionality and asset management is non-existent.

8. ManageEngine ServiceDesk Plus 9.3

ME integrations on ServiceDesk Plus 9.3 allows the administrator to add external links to custom and online applications that users can access from within ServiceDesk Plus. You can integrate these features with a plethora of ManageEngine applications to transform your help desk into the command center of all your IT operations. With this platform, your help desk administrator is able to proactively prevent security breaches and vulnerabilities. Both the general and advanced security settings allow you to better safeguard your data against potential threats. I’m sure your support team has faced frustration with having to create a service request from scratch when a similar one already exists. The platform combats this, letting you create a duplicate service request from an existing one, with all its details copied. You can quickly edit the required fields and create a new request.

What’s more, the platform tackles incomplete or inaccurate tickets which are a major factor which hampers technician productivity, meaning that going back and forth with the user to piece together a ticket would no longer be a reality for your support team. The platform feature lets your users edit their own request to fill out missing information or to correct it. In service requests, first response time is only recorded the first time a technician responds to a ticket through email. However, technicians can sometimes respond to a ticket through a different medium, like the phone. The platform eliminates this problem by allowing technicians to manually enter the first response time while adding the worklog or notes.  Users often mistakenly log an incident request as a service request, resulting in incorrect handling of the request by the technicians. Moreover, such requests cannot be linked to a problem or change, though ManageEngine lets you easily convert service requests into incident requests, saving you precious time and effort.

The downside: On-premises licensing not as flexible as cloud service pricing

In summary, it’s clear that SaaS is emerging as an essential factor when choosing help desk support software. Hopefully, this guide has given you the information you need to make a decision about which help desk support software is right for your company. Different software suites are intrinsically going to be far more applicable to different firms and there is a lot to consider, and the degree to which you need customization and BI from your chosen product should be at the forefront of your mind.

Gerardo Salandra

Gerardo Salandra

Gerardo Salandra is the CEO of Rocketbots (www.rocketbots.io). An IBM & Google veteran, with deep expertise in growth hacking, machine learning, and chatbots. Chairman of the AI Society of Hong Kong, promoting the development and understanding of AI technologies in the Region.

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