Top 6 helpdesk software to use in 2017

Sean Jeffries avatar. By: Sean Jeffries
3 minute read

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We are all familiar with the concept of HelpDesk, it’s the destination wherein all our problems get resolved. Basically, its a mechanism with which companies attend to the grievances of the customers and eventually help them out. Helpdesk is a quintessential business element for both small and large organisations. HelpDesk software helps to automate a majority of the customer readdressal 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 Helpdesk. The automated suite also stores and manages the customer details along with all the other relevant information in a single hub. Let’s take a look at some of the best HelpDesk software’s out there,

1. Samanage

Samanage is best suited for IT companies who are looking out for an ITSM (IT Service Management) functionalities. The service desk functionality offered by Samanage is full fledged in nature and it allows businesses to respond in a timely and better manner. Samanage will allow users to manage the service tickets and company assets. Samanage is available across all major platforms and it can also be accessed on a smartphone or a tablet. Samanage offers a free 30-days trial and beyond that one needs to pay for the cloud-based service annually.

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2.Desk.com

Well, desk.com is powered by Salesforce and is one of the better-known Helpdesk solutions in the market. The USP of the Desk is that all of the actions are combined into a single location and a single inbox is used for hosting all email, phone calls and social media requests. The desk.com is also pretty intuitive and it populates graphs for the company to see how many cases of grievances have been solved. desk.com offers a 14-day free trial post which the program will cost $20/per month/per agent for the Standard Plan.

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3. Freshdesk

Freshdesk is often touted as an easy to use Helpdesk solution. More than often mid-size and smaller companies find the Helpdesk software to be steeply priced and the Freshdesk seems to offer a formidable alternative. Just like the other helpdesk software the Freshdesk too offers a 30-day trial period post which the plans start at just $19/month/agent.

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4. Jira Service Desk

Jira Service Desk is an IP service management software which is designed to help the IT companies manage incidents, ticket management, assist in solving the 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 Desk can be had at $20/month/agent and up.

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5.Vision Helpdesk Software

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 customised 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. Besides the 30-day free trial users will be charged at just $7/month making it the most affordable offering of the lot.

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6.Zoho Desk

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 cater to businesses of any size. The Zoho desk offers features like Instant messaging, community dashboard feature and also a separate Twitter dashboard. Zoho Desk starts from $12/month.

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Wrapping it up

Each of the Helpdesk software has its own unique selling proposition. The size of your organisation along with the requirement 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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