Top 8 Help Desk Software

ServiceNowJIRA Service ManagementFreshserviceFreshdeskManageEngine ServiceDesk PlusConnectWise ManageBMC Helix ITSMIT Care Center
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    Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
  2. The visibility features are great.Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products.
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  4. The solution is very responsive with a 97% success rate in funneling customer tickets. Freshservice's best feature is its user-friendliness.
  5. Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.
  6. The most valuable feature is the ticketing system which is working well.It ensures the tracking of all costs for end-user issues.
  7. It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well.All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen.
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  9. The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information.
  10. It runs smoothly and all of the components are very easy to work with.All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.

Advice From The Community

Read answers to top Help Desk Software questions. 653,522 professionals have gotten help from our community of experts.
Rony_Sklar - PeerSpot reviewer
Rony_Sklar
PeerSpot (formerly IT Central Station)

Which help desk software would you recommend for this purpose?

José Rios - PeerSpot reviewer
José RiosGreetings, first of all what makes a good ticket system? Responding to your… more »
7 Answers
Rony_Sklar - PeerSpot reviewer
Rony_Sklar
PeerSpot (formerly IT Central Station)

Hi community members,

What makes a good ticketing system? There are so many ticketing systems out there to choose from. What features should one look out for when choosing a ticketing system?

Thobile Moeketsi - PeerSpot reviewer
Thobile MoeketsiTicketing system must have multiple ways of logging a ticket (self-service… more »
9 Answers
Rony_Sklar - PeerSpot reviewer
Rony_Sklar
PeerSpot (formerly IT Central Station)

Hi peers, 

Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions? 

Thanks!

Muzaffar  Abbas - PeerSpot reviewer
Muzaffar AbbasJIRA Due to its agility.
10 Answers
it_user482328 - PeerSpot reviewer
MIS Supervisor at a energy/utilities company with 1,001-5,000 employees

I am looking to replace our BMC Service Desk Express software. Have you replaced BMC Service Desk Express, and what did you replace it with?

it_user177792 - PeerSpot reviewer
it_user177792I would honestly look into Spiceworks. It is easy to install and migration is… more »
27 Answers

Help Desk Software Topics

Is help desk a CRM?

A help desk is not a CRM. They might seem similar, but they are two completely different tools that aim to achieve fundamentally different things.

Here are some ways in which they differ:

  • CRMs can assist you create a database for your ever-growing list of client information. They can help you organize and save information in an easy-to-understand manner.
  • Whereas a CRM system stores client information, a help desk tool uses that information to assist customer service agents in providing better customer support. A help desk has many more support features than a CRM. Here are some of the extra features:

    • A help desk allows customers to get technical support online.
    • Help desks will help you serve more people at once.
    • Help desks will accelerate problem-solving, allowing you to off-load mundane work from your staff and let them focus on things machines can’t handle.
    • Help desks are ideal for answering enquiries and resolving product-specific issues.
    • You can integrate your help desk to a social media platform.
    • You can use help desks to automate responses, answer common questions, and redirect people to an info portal.
    • You can use help desks to acquire new customers. Most help desk vendors deliver all kinds of dedicated customer acquisition tools, something CRMs don’t usually offer.

Many companies first use a CRM system and then proceed to use a dedicated help desk system. The reason why they do this is growth. At some point, businesses need more than just one tool to handle all the tickets, the customer data, and the incoming support requests.

What is the difference between service desks and help desks?

The biggest difference between service desks and help desks is that service desks have broader operations than help desks, while acting as a singular contact point between a service provider and its users.

Help desks are used primarily for tactical purposes, resolving immediate technical issues and incidents. The definitive goal of the help desk is to provide resolutions for user requests as efficiently as possible. Service desks offer more than this.

  • Service desks look at overall business needs as opposed to problem resolution.
  • Service desks manage incidents and service requests, as well as user communication.
  • The typical service desk will have a help desk component incorporated within it.
  • Service desks contain full integration with other IT service management processes.
  • Service desks organize service level management agreements.
  • Service desks actively integrate asset management protocols and provide crucial information from configuration management and problem management sectors.
What is helpdesk automation?

Help desk automation is a software platform that allows help desk agents to deal with a range of end-user contacts all at once, whether they are incidents, requests for assistance or information, or complaints. This means that multiple calls (or other forms of contact, such as emails) regarding the same issue or demand are logged as tickets, connected together, and assigned to the same person or team.

All concerns are ticketed and monitored by the help desk software, ensuring that tickets are never left ignored (which would result in delays and service level breaches), forgotten, or lost.

Help desk automation software aids with prioritization, categorization, automated routing, service level management, and escalation.

What is an ITSM system?

An ITSM system is an IT service management system. This system comprises all of the processes and activities involved in IT teams managing the delivery of IT services to customers. This includes designing, developing, delivering, and maintaining IT services. At the heart of an ITSM system is the premise that IT should be supplied as a service.

What is the difference between ITIL and ITSM?

ITSM (IT service management) is the practice, or professional discipline, of managing IT operations as a service, whereas an ITIL (information technology infrastructure library) is a set of best practices that provide guidance for ITSM.

Help Desk Software Benefits

Here are some of the key benefits to using help desk software:

  • Improved response time. A help desk system will simplify collecting all relevant information and routing a customer to the appropriate agent while receiving customer queries filed via various communication channels, reducing response time.
  • Increased productivity of customer agents: 86 percent of businesses feel that automated solutions have helped them increase employee productivity. Customer self-service capabilities and the automation of repetitive help desk procedures (ticket registration, filling in customer information) save agents time and allow them to focus on more difficult tasks.
  • Improved customer service. Customers expect their problems to be resolved as soon as possible. Natural language-processing chatbots can assist clients in resolving minor issues without involving your workers.
Help Desk Software Features

The main features to look for in help desk software include:

  • Various points of contact: This feature describes how customers can contact your customer service. Phone, email, chat, social media, self-service, and community are examples of support channels. Multiple channels are available in some solutions, while they are available separately as add-ons in others.
  • Ticketing administration: This is the central system that tracks customer complaints - from receipt to resolution - by recording and organizing them into tickets. To eliminate duplicate ticket responses, good help desk software displays the ticket status and who is handling it. Ticketing should be able to transform emails into tickets in a reasonable amount of time (with a few clicks).
  • Self-service or a knowledge base: This crucial element of support desk software collects consumer queries and organizes them into FAQs or how-to articles that are easily accessible. Repetitive questions can be routed to this section, allowing your agents to focus on more pressing issues while also allowing you to provide a 24/7 help desk because the knowledge base is always available.

  • Escalation: Escalation features are included in some advanced help desk ticketing systems, allowing agents to route problematic tickets to higher-ups. A proper escalation allows for multi-level submissions, allowing supervisors to fix issues within their jurisdiction rather than escalating the ticket further up the chain. This speeds up the resolution process and keeps busy supervisors from being bothered.
Buyer's Guide
Help Desk Software
November 2022
Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: November 2022.
653,522 professionals have used our research since 2012.