Help desk software support desk

Office Free. Deezer Music Free. What's new in this version A minor bug in request creation for requester is fixed. Features Filter requests based on criteria such as unassigned, pending, open etc. Call requesters within the app itself. Additional information Published by Zoho Corp. Published by Zoho Corp. Approximate size Age rating For all ages. Category Business.

Integrate our ticketing system with your favorite tools to improve your workflow. Help desk software is a tool that serves a wide range of customer support activities. You can organize messages, give assistance, and exchange information with customers with a single point of contact. Help desk uses tickets for communication, and that's why it's also known as a ticketing system. Data collected from tickets is a valuable source of customer knowledge. You can analyze support stories, and get ready for new customer cases.

The help desk software generates themed reports that enable you to verify your team's performance and improve your customer service strategy. Manage all your customer messages in one place. Build better bonds automatically. Free day trial No credit card required Ready-to-use automations. I love how it makes our tasks easier , and we're excited to discover more of its other features that we can use in our other lines of business.

I am in love! Thanks to the teams, the customer can be assigned to the appropriate department. That makes our answers swift and accurate. HelpDesk has helped us tremendously!

The best part about HelpDesk is how easy and smooth it is to use. Service to our clients has improved so much since starting to use HelpDesk. There is really no learning curve for using this software. From the first day, you are ready to go , helping your clients, and getting feedback for your services.

Love it! Awesome System! Overall, this feature has been super useful to my business, highly recommend!! HelpDesk helps my company in everyday activities. We couldn't run our business without this amazing product. This product was easy to learn. We learned the functions in an afternoon of training. The canned responses feature saves a lot of time. Easier to use by agents of the business as compared to others.

Address customer needs immediately. The features of help desk software help you provide a variety of ways to get customers the support they need, the moment they need it. Manage incoming requests.

Build a support platform that can create, track, and assign customer tickets, keeping your team efficient and on the same page. Improve team performance. Full visibility helps support staff stay efficient as they manage requests. Keep customers happy. Help desk software enables your team to offer great service—increasing customer satisfaction.

Identify trends and anticipate needs. Discover what your customers find most challenging, provide answers to common questions online, and learn how best to support your customers.

Crafting a comprehensive help desk experience. In-person support. On-site, live agent support allows you to directly connect with your customers. Self-service application. Guiding customers through support steps, customer self-service applications can address common questions and provide in-depth detail using text, images, or video.

Client portal software. Housing documents, data, or workflows specific to customer projects or accounts, client portal software provides your customers with the resources they need. Knowledge base. FAQs, videos, tutorials, and documentation are all great resources to provide in a knowledge base—an online library of support resources.

Features to look for in help desk software. Create smart workflows, add assignment rules, and complete tasks—automations within help desk software eases and speeds customer support. Workflows can be adapted, escalated, and deprioritized to help the team leader switch resources to critical tasks.

Operatives get plenty of assistance from the dashboard. The Web Help Desk system automates many of the administrative functions needed to log each call and the actions they triggered.

Those triggers can be set as rules to automate notifications and scheduling on the creation of a ticket. Workflows enable the responsible operative to track progress on issue resolution. Tickets can be linked to enable complex tasks to be split among departments of competence.

Further support for help desk operatives comes in the form of case scripts and a knowledge base. These enable the first line operators to filter out common errors before passing the ticket on to specialist technical staff.

User-centered features of the packages start with an email to ticket conversion. This speeds up the process of logging problems by automating the ticket allocation process. You can also set up a user satisfaction questionnaire on completion of a ticket. The Web Help Desk includes network asset discovery and infrastructure inventory management modules.

This enables Help Desk assistants to see immediately if network problems or hardware failures could be the cause of user complaints. The company offers a day trial. SolarWinds Web Help Desk is a powerful ticket management tool that you can easily integrate into other core network management systems.

Includes powerful IT asset discovery and management modules. Windows 8. Start day Free Trial: solarwinds. The Service Desk system in SuperOps includes a ticketing system and a communication channel that can be used within the support team and between support technicians and users.

The ticketing system is guided by runbooks. These let you set up routing for tasks. These tasks might come from users or be fed in by a monitoring system that has identified work that needs to be done to avert disaster. Runbooks can be used to channel-specific types of tasks to specially skilled staff. The SuperOps user management system includes a series of canned responses. These can be set up as auto-responses to let the user know that someone is working on a problem.

There are also options to send out messages with standard responses to frequently encountered problems. The lowest of these is designed for individual technicians and it is free for the first year. You can get a day free trial of any of the plans. The SolarWinds Web Help Desk also gives you your best free help desk software option in the form of a free version.

This tool gives you intuitive service request management and also has a self-service portal for system users. User self-help facilities also extend to a knowledge base system. These missing features include Help Desk task automation through automated IT asset discovery and asset-to-ticket association.

There are no change management or change approval processes in the free tool or purchase order management, parts, and inventory management, or billing management features. If your help desk functions are simple to manage, then the tracking features of this free ticketing software should be enough for you to meet support requests in your business. Atera Helpdesk provides a platform for support teams. Although mainly aimed at managed service providers MSPs this tool would also be suitable for the IT Help Desk in a multi-site organization.

The Atera package contains two essential elements. RMM provides tools to your department that track the behavior of remote equipment and also allow access to those machines for software updates and fault resolution. PSA is a team management module that is essential for any IT support department manager. PSA is even more essential for outsourced support services because it tracks performance for service level agreement SLA goals and enables accurate billing.

These give the operator details of each customer and user and the customer manager can track contracts, contacts, SLAs, and ticket throughput with the tool.

The help ticketing system that is bundled into Atera gives operatives a task to track and also delivers overviews to team managers. A complementary knowledge base module also supports operatives. This enables researchers to build up a profile of the equipment on client premises and log solutions for frequently occurring problems on those sites. The knowledge base also acts as a repository for solution scripts and service checklists.

As all of the work performed for each client is carried out through the Atera platform, the PSA module quickly logs all service times and goals, which enables billing to be generated automatically by Atera.

Those invoices can be backed up by details of itemized events, enabling your clients to confirm the charges contained in each invoice. Servicing multiple clients through the system is made a lot easier thanks to these timesheet functions that are tagged with the relevant customer contract number.

The services of Atera are charged for on a subscription basis per operator per month. You can pay for a subscription annually, which brings the price down. The Atera package is offered in three editions with all plan levels including ticketing and knowledge base features.

The plans are called Pro , Growth , and Power. The two higher plans include a chat system, which eases communication between users and support staff. The Power plan also includes database replication facilities to aid disaster recover. The pricing structure means you can start your Help Desk with just one operative and add on more subscriptions as your team grows. The service also enables you to deploy remote staff to cut down on office costs. The companion RMM functions of Atera will reduce the costs of providing a Help Desk because the automated monitoring of client devices means that you can head off software or equipment failure before it happens.

Configuration and patch management are also included in the RMM package. All of the plans can be tried out on a free trial. However, It is possible to get the application installed on your servers by special arrangement. The standard configuration of SolarWinds Service Desk is completely scalable because you are charged per agent and per monitored device, so this very comprehensive Service Desk solution is accessible to small enterprises as well as large corporations.

These utilities include a ticketing system for solution tracking, and a knowledge base platform to enable you to make guides and system documentation accessible to the user community and a self-service portal that will reduce the number of calls that your service center has to process.

Management facilities in the service extend the package beyond Help Desk operative support through to IT service and facility management. The organizational features of Service Desk support incident management, problem management, change management, and release management. That enables you to fully track the planning, introduction, and monitoring of system extensions. The support of change management includes the monitoring of software and its rollout and control across the enterprise.

A Configuration Management Database logs and tracks the software operating on your network. This feature not only monitors software versions but records the interactions between software elements and alerts to any impact on performance that transfers from poorly integrated processes. Service Desk appeared at the top of a recent market-wide list, you can download the comparison report here.

This is a very comprehensive IT asset management service that integrates process automation supported by machine learning and AI methodologies. Both asset and problem management services in Service Desk include reporting and analysis features that enable human intervention to activate, refine, and extend the level of automation deployed in your support strategy.

Departmental management is supported by SolarWinds Service Desk through SLA tracking , which makes this tool suitable for managed service providers. It also tracks departmental purchases, sales, and goal attainment. It can also become a repository for best practices and support staff training material. Instead, support calls can be guided by scripts, directing agents through investigation routines towards a well-known solution.

The ticketing system will manage the routing of problem resolution tasks away from the frontline to third line technicians when complex problems require detailed investigation and expert attention. Reporting, benchmarking, and monitoring features of Service Desk help you spot team areas where expertise is overtaxed or underused. Service Desk recognizes the success of Salesforce and produces a flavor of its ITSM system that fully integrates with that software.

Samanage also integrates well with more than other business applications, including Gmail , Active Directory , and Jira. The pricing structure of SolarWinds Service Desk offers three levels of service.

The Team pack gives you the classic Help Desk support functions of incident management, a knowledge base platform, and a self-service portal. For a higher fee, you can step up to the Business deal, which adds on the software version, change management, and SLA monitoring. You can get a fully-functioning day free trial of the Professional package to test the system for yourself. Once that period ends, you can switch to any of the three packages, or walk away without obligations.

ManageEngine is owned by Zoho Corp. As a rule, Zoho brands all of its systems management tools under the ManageEngine name. However, there is a little overlap between the identities of Zoho and ManageEngine, which results in Zoho Desk being available both through the Zoho website and the ManageEngine website.

The ManageEngine stable ranks as one of the top brands in the systems tools market and the range of tools that the company offers can all be integrated. Service Desk Plus is the key ManageEngine help desk offering. It is available as a cloud-based service or for installation on-premises.

The installed version can be run on Windows or Linux. Service Desk Plus is packaged in three service levels. Fortunately, the cheapest option, Standard , is targeted at IT help desks. If you want to add greater depth to your help desk software, you could look at the higher packages.

These are the Professional Plan , which adds-on asset management functions, and the Enterprise Plan , which includes asset management as well as project management utilities and ITIL features.