It is essential for modern companies to keep their customers and employees happy. It is a question of vital importance for both midsize businesses and large enterprises from all industry areas. This is why organizations pay special attention to the choice of the right helpdesk software. They do their best to find the platform that can satisfy all their particular needs and requirements. Today we’ve decided to help you compare different solutions and choose the most suitable one for your business. Here is the list of six best service desk systems with their key features, virtues, and shortcomings.
It is a cloud application with out-of-the-box processes aimed at full-cycle service management. The software lets support professionals manage client requests automatically, personalize communications with every buyer, and store the information on the issues in the same database. With bpm’online helpdesk software you can organize case processing in the most convenient way, taking into account priorities of issues and other parameters. The system lets help desk reps create different types of queues, change requests when necessary, and analyze the work of the whole department. All the information on the company’s work can be stored in the same place, which significantly simplifies its analysis and manipulation.
Pros: Bpm’online is based, first of all, on innovative technologies. It provides a really fantastic work environment, as all the company’s business processes are streamlined and automated.
Cons: Some users say that with this software their organizations grow very dynamically, and some of the stuff find themselves not ready for such rapid changes.
JIRA Service Desk
This cloud-oriented platform combines an intuitive user experience for the company’s customers with excellent Service Level Agreement support, adjustable queues, automated demand management, and online reporting. JIRA’s helpdesk tools let companies automate their daily processes connected with ticket routing, urgent notifications, etc. The platform helps support professionals cooperate with each other and the specialists from other departments, forming a specialized team of experts in the sphere of customer support.
Pros: The trial version of the platform is fully functional. It is offered for free for a limited period of time. The customizable dashboards are filled with a wide list of supported widgets.
Cons: This service desk software has limited functionality for managing configuration Items and portal customization. Besides, the system has no direct phone call integration and lacks an integrated knowledge base.
This software offers users the right portion of helpdesk features, including an automated ticketing system, an integrated live chat module, a powerful call centre, and a user-friendly support centre. The system can be integrated with social networks. Live Agent helpdesk software has an intuitive user interface. It lets support specialists be closer to their customers, receiving their feedback via e-mail, phones, social networking or chat. Your agents are armed with pre-made answers and pre-configured messages, which makes their everyday work much easier.
Pros: The system has a customizable client portal with a knowledge base and an easy-to-use forum. You can easily readdress the tickets to the people who are better suited for the case.
Cons: You will have to clear up the inbox by deleting each e-mail manually.
It is a cloud-based IT support and help desk platform that allows customer support specialists define their workflows, open new tickets, assign them to agents, and monitor the team’s progress. The software lets reps categorize different requests, configure rules for assigning them to corresponding specialists, and track service level compliance in a real time mode. With Requuest service desk tools, you can use an interactive calendar, which offers visual information on pending tickets and pre-planned activities for the month. Besides, the system features a customizable dashboard, a client portal, reporting tools, and so on.
Pros: The platform supports multiple ticket types. The latter can be managed in a customizable grid interface, as well as filtered, and assigned to different employees.
Cons: Sometimes, users note that the software is not easily integrated with other systems implemented by modern businesses.
This cloud-oriented system lets businesses automate their ticket workflow through rule-based segmentation and centralization of the support conversation records. With this support desk solution, companies can configure variable working hours for their specialists and create the escalation rules for their tickets. What is more, Vision Helpdesk provides a corporate platform, on which agents can communicate, share important documents, and find the ways of improvement of team engagement on ticket issues. The software gives businesses a perfect opportunity to set up agent achievement levels and reward employees for successful work.
Pros: It is a full-featured IT service desk solution with all the necessary tools.
Cons: It will take you much time to install the platform. Besides, certain guides on how to accomplish some tasks are hard to find.
It is a cloud-based CRM solution featuring a personalized help desk and user feedback portal. The software lets organizations organize their interactions with clients and address customers’ feedback and questions. With this helpdesk software, you can create canned answers to repeated questions and establish certain case rules. The system offers users a number of filters, so that they could prioritize important customer interactions. Having implemented Helprace service desk online software, companies get a perfect opportunity to set up forums, in which customers can ask questions, discuss different issues, and answer each other’s remarks. As for the agents, they can monitor these conversations and take part in them when necessary.
Pros: The system has an intuitive interface, feedback forums, and all the necessary response tools.
Cons: Sometimes, it is impossible to integrate the platform with other softwares used by the business.