8 Best Help Desk Software for IT Technical Support
These top picks won't disappoint you, so take a closer look
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Key notes
- Help desk software is a crucial component of the customer support experience.
- It acts as a basic interface between the user, or even the client itself, and the company's IT department.
- We included some of the best help desk tools in the article below, be sure to choose the one that fits you best.
We are all familiar with the concept of help desk, it’s the destination wherein all our problems get resolved.
Basically, it’s a mechanism by which companies attend to the grievances of the customers and eventually help them out. Help desk is a quintessential business element for both small and large organizations.
How can Help desk software help me?
Help desk software helps to automate a majority of the customer readdressed processes and thus manage the entire process with increased efficiency.
The Help desk software usually takes care of the Ticket Management, Automation Suite, and Reporting and Optimisation. These three functions are usually considered to be of prime importance in help desk.
The automated suite also stores and manages customer details along with all the other relevant information in a single hub. Let’s take a look at some of the best help desk software out there.
Which is the best Help desk software for Windows PC?
ServiceDesk Plus – Best for solving client complaints
Customer service is among the pillars of every modern-day business, and this includes IT, so a professional tool like ServiceDesk Plus is a must-have if you want to have the best experience with your clients.
By enhancing visibility and centralizing control over the entire process, also ensures that your business will never have to deal with downtimes due to IT issues.
The service is available in 3 different subscription forms, and depending on which you get, you will gain access to the following features:
- Incident management
- A self-service portal powered by a knowledge base
- Extended multi-site support
- Help desk management
- Incident management
- IT project management, and more
ServiceDesk Plus
ServiceDesk Plus has all the tools a professional helpdesk software should have and more. Try it today!Freshdesk – Best customer support tool
Freshdesk is often touted as an easy-to-use Helpdesk solution. More than often mid-sized and smaller companies find the Helpdesk software to be steeply-priced and the Freshdesk seems to offer a formidable alternative.
This software is part of a main hub for customer service, chat and messaging, HR and IT management, marketing and sales automation, all this to make your company thrive.
Freshworks offers highly intuitive support across all channels. Save time on all your repetitive tasks all from one platform with Workforce Automation
Freshdesk has a limited, free version and 3 different paid plans. The payment options are flexible and you can try all plans for free for 21 days.
Moreover, Freshbooks’ key features are:
- Workforce automation
- Intuitive and user-friendly interface
- Multi-channel live-chats for web and mobile devices
- AI-powered chat-bots for answering easy questions
- Smart support calls so all customers get right to the expert
Freshdesk
Provide outstanding help to your customers at a lower cost but with great features.JitBit – Best for email ticketing
If you’re looking for a clean and simple help desk ticketing system, JitBit is also a powerful tool that only takes seconds to set up.
By simply forwarding your emails from the support box to this helpdesk, you will be able to start managing tickets quickly and a lot more efficiently.
The fact that JitBit has both SaaS and on-premise versions makes it perfect to be integrated with any of your mailboxes, Active Directory, Google Drive, and a lot more.
Although its main focus is on email ticketing, Jit Bit also features live chat, a knowledge base, and chatbots.
And getting back to emails, the app supports IMAP, POP3, SMTP, native MS Exchange protocols, and more.
It is also protected with anti-spam and anti-flooding capabilities, doubled by email deduping features. And if you’re using the SAAS version, you may also get built-in mailboxes if you need them.
Take a closer look at its best features:
- Easy to implement in both SAAS or on-premise versions
- IMAP, POP3, SMTP, and native MS Exchange protocols support
- Can be integrated with any email box
- Anti-spam and anti-flooding protection
- Built-in email deduping feature
JitBit
Get the best help desk email ticketing tool that provides support for any email box or protocol.Gorgias – Best sales tracking and managing
Gorgias is a help desk software that takes care of and centralizes with ease all support tickets received.
It makes it easy to see all your customer data and complaints in one place. Process orders, change subscriptions, and manage payments all from one software.
This software is built for improving the work efficiency with your clients. Gorgias will help you engage with your customers more and organically increase your sales and ad effectiveness.
Now you can easily track all your sales via SMS, social media replies, and live chat conversations on your website.
Also, Gorgias includes main key features such as:
- 80+ integrations with Shopify, Magento, Bigcommerce, etc.
- A smart way to centralize interactions
- Answer automation for common requests
- Easy tracking of your support performance
- All desk help data in one software
Gorgias
Smart desk helper to centralize all your sales and clients’ data.SolarWinds Service Desk – Best IT functionalities
SolarWinds Service Desk is best suited for IT companies who are looking out for ITSM (IT Service Management) functionalities.
The service desk functionality offered by SolarWinds Service Desk is full-fledged in nature and it allows businesses to respond in a timely and better manner.
SolarWinds Service Desk will allow users to manage the service tickets and company assets. The tool is available across all major platforms, and it can also be accessed on a smartphone or tablet.
SolarWinds Service Desk offers a free 30-day trial and beyond that one needs to pay for the cloud-based service annually.
⇒ Get SolarWinds Service Desk
Jira Service Desk – Numerous add-ons and features
Jira Service Desk is an IP service management software that is designed to help IT companies manage incidents, ticket management, and assist in solving queries by accessing the knowledge base.
The Hipchat integration is a bonus and so are the numerous add-ons including Zephyr, Scriptrunner, Sauce, and Testrail.
Jira Service has a free version with a 3-agent limit. It also has 3 subscription-based plans, with additional features & a greater number of agents. All paid plans come with a 7-day free trial.
Vision Helpdesk Software – Great at ticket management
Vision Helpdesk Software is a cloud-based ticket management solution that offers multiple channels of support including emails, calls, chats, and also social media accounts.
The working hours for the staff can be customized and the company can also create an escalation rule. The Macros help users speed up the process of changing bulk ticket status and allocation tickets to the agents in a single click.
Customers can either choose to download the Vision Helpdesk or they may also choose to use the SaaS edition while registering.
⇒ Get Vision Helpdesk Software
Zoho Desk – Good customer chat options
Zoho is a well-known name when it comes to enterprise offerings and the Zoho Desk is no different.
The Zoho Desk is a cloud-based help desk solution that is capable of scaling up and caters to businesses of any size.
The tool offers features like Instant messaging, a community dashboard feature, and a separate Twitter dashboard.
⇒ Get Zoho Desk
Another help desk software that you could use is Tidio for Windows; it helps manage customer queries and convert them to tickets, ensuring they get resolved faster. The platform offers a 7-day trial period for you to judge if it is helpful for you.
Each of the Helpdesk software has its own unique selling proposition. The size of your organization, along with the requirements, should be the basis while choosing your Helpdesk software.
I would personally suggest that one should pilot the trial version of the helpdesk software before actually buying and deploying the same.
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