IT service desk software and help desk tool are designed to help customers with their complaints, grievances and other matters. In older days, days, help desk management provided customer services in the form of agents to solve the problems of customers. After that clients contact the companies for solving their problems via call or email. And today, for the concern of customers and solving any problem there are many IT help desk software available in the market. This help desk support software has at least three key components Ticket Management, –Automation Suite, and Reporting and Optimization.
Automation Suite allows help desk personnel to redirect inquiries and concerns to staff. With the help of a service desk ticketing system, executives can answer customer calls and log such communications with ease. The reporting and optimization function lets executives capture essential data.
These functionalities are not the only reason why more and more businesses are adopting help desk solutions. Statistics on consumer behavior toward better customer service indicate that help desk software solutions are doing great in their job of boosting customer support by automating processes, which otherwise will be impossible to achieve.
But out of many help desk software, how to choose the one which is best IT service desk. Do not confuse as we are here to help you with the best help desk ticketing software list with its key features, benefits, and suitability to different business operations.
Best IT Service Desk Software of 2023
#1. ServiceDesk Plus
ServiceDesk Plus, ManageEngine’s flagship IT service desk software, helps IT teams handle the whole spectrum of service desk operations, like troubleshooting issues proactively, delivering timely services, managing IT assets, and orchestrating ITSM workflows.
ServiceDesk Plus empowers technicians by automating routine tasks like SLA management and issue prioritization, classification, and assignment. IT managers can focus on improving their workforce productivity using time tracking, KPI reports, and dashboards. Its visual workflows for incident, problem, service request, and change management help IT teams accelerate operations and ensure process adherence.
Incident management in ServiceDesk Plus helps IT service desks handle any volume of incoming tickets, accelerate responses to major outages, and develop rich knowledge bases to promote self-service among employees. IT teams can extend beyond ad-hoc workarounds, and dive deep into root causes of service outages through ITIL-compatible problem management in ServiceDesk Plus.
IT administrators can also build comprehensive, user-friendly service catalogs to gather information on desired services and deliver them seamlessly. They can build automated service workflows that help simplify service delivery processes like employee onboarding and offboarding.
Asset management in ServiceDesk Plus helps IT service desks discover, track, and manage both IT and non-IT assets. It also ensures that IT teams sail through software compliance audits by pinpointing unlicensed installations and expiring contracts.
ServiceDesk Plus also offers advanced analytics, AI- and ML-powered predictions for service desk tasks, and native integrations with ManageEngine’s suite of IT apps, turning your service desk into an epicenter of IT management.
It’s certified as ITIL® 4-compatible by Pink Elephant across five ITSM practices—incident management, problem management, IT asset management, service request management, and change enablement—and is a Challenger in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms.
#2. Gorgias – Best helpdesk software for eCommerce businesses
Gorgias is a leading helpdesk for Shopify, Magento, and BigCommerce merchants where retailers can manage all of their customer communication and tickets in one platform (email, social media, SMS, phone). It’s powered with machine learning to automate up to 25% of commonly asked questions and seamlessly integrates into your existing tech stack to deliver better customer support.
- Deep eCommerce integrations: Full integrations with Shopify and Magento, which allow you to update, create and cancel orders, as well as process refunds, issue invoices, and update shipping addresses, all directly through Gorgias.
- Omnichannel support: Manage all of your customer channels in one centralized dashboard, including live chat, SMS, social media, phone, and email. You can also track if a customer has contacted you through multiple platforms, so your agents have access to the full customer history.
- The efficiency with machine learning: Use machine learning to detect the intent of your customers and segment them accordingly. You can also respond to customer tickets in one click with intelligent templates and customer data points that are automatically synced from your eCommerce store.
- Turn your helpdesk into a profit center: Track the performance of your customer service agents and attribute sales to your team. With Gorgias, you can easily provide personalized discount codes for customers engaging with your brand, and incentivize your customer support team like a sales team.
For more information visit here – https://www.gorgias.com/
LiveAgent is a powerful service desk software that is perfect for business. The app provides customer support services like social media integration, live chat, and email. The operation procedure makes LiveAgent different from others. Even the smallest software users can get 24/7 customer support.
It is fast, easy and the best part is it can reach current and potential customers. With a single software, it saves customer email, ticket storage, and client requests automatically to make sure that there is no loss of data. In short, it is a one-stop solution related to service desk software due to its excellent features and customer support.
For more information https://www.ladesk.com/
It is a cloud-based help desk solution with a helpdesk ticketing system. Freshdesk is designed for all types of businesses from small ones and larger ones. It provides you with features like multichannel capability, multiple SLA policies, integrated game mechanics, and self-service portals.
Standard features introduce here are a community platform, ticketing, and an easily accessible knowledge base. With this ITIL service desk, a person can convert emails into tickets. And one can get a free trial to test this software.
This platform is embedded with capabilities like live chats, phone support, and game mechanics. It also integrates with customer relations management software and multimedia tools like Slideshare, Google Apps, and YouTube.
Freshdesk supports Android as well as iOS-based apps with quick and accurate customer concerns responses. Social media abilities can watch the post of customers about the product and let the customer service executives solve potential problems of the customer before the issue. These are some notable features of Freshdesk.
To know more about it, go to https://freshdesk.com/
Zendesk is one of the most popular cloud-based service desk software in the market for both small and large business companies. The software helps companies to cut down costs with higher customer satisfaction. In a single day, it can manage thousands of ticket integration with online channels like email, chat and social media. It helps companies to deliver customer support with effortless tracking. Once you installed Zendesk, then it can access from any smart device or pc, or laptop.
The help desk ticketing software also serves as an analytics and reporting tool. Businesses owners can measure the ratings of customer satisfaction and customer support team performance with fixed targets. Other functionalities involve multichannel customer support and unification with business and productivity tools. The software can install within a minute and provide 24/7 customer support, online service portals, knowledge bases, and online forums.
The helpdesk can customize as per the company’s brand to improve the impression of the company. Zendesk is undoubtedly a force to consider with other help desk applications. All those organizations that need help desk automation can try this software.
For more information https://www.zendesk.com/
Samanage is a cloud-based help desk software with information technology and asset management solution. Easy to install on any operating system or any device makes it the choice for many companies.
It lets users send online requests to IT support personnel who can access relevant asset configurations. The software is also able to design processes such as fulfillment, tickets, and service requests.
Samanage help desk support helps IT streamline service requests and delivery as an Enterprise Service Management application. Its Service Desk lets IT staff cut down on support workload and deliver outstanding service. The whole lifecycle of an IT like monitoring asset configuration, operating system, and device changes can be overseen from start to finish.
The software can integrate email with the self-service portal of the business, and create and monitor the progress of service-level agreement goals. Integrate with popular business platforms like Google Apps, Zendesk and a few others.
For more information https://www.samanage.com/
Freshservice is another cloud-based help desk platform with features like a knowledge base, robust ticketing system, asset recovery, and CMDB. As per business needs, one can customize the app’s ticketing system with provided templates. The system also highlights features like service levels, notification alerts, escalations, and proactive notifications.
The plug-and-play Information Technology Infrastructure Library eliminates consultations, and a self-service portal enables users to raise tickets, browse the knowledge base and check older tickets. Now the customer can solve the problem on their own with this portal.
With the mobile app of Freshservice, IT personnel to get the job done even when they are offsite. This feature helps the team to solve queries and complaints quickly. End users also raise the issue and request service from the mobile device through the app. As it is cloud-based software, it is maintenance-free and capable of securing data. The different pricing makes it suitable for all level of business.
For more information https://freshservice.com/
#8. ProProfs Help Desk
ProProfs Help Desk enables agents to track user queries and requests effectively. The tool assists organizations to track issues and resolve them collaboratively to speed up ticket resolution. The cloud-based ticketing system is best known for its “shared inbox” feature that enables agents to view, access, and assign tickets to the concerned individual or, team.
For more information visit the Website: https://www.proprofsdesk.com
Alloy Navigator is an IT service and asset management solution built with industry best practices and real-world customers in mind. Centered around a powerful business automation engine, this solution streamlines day-to-day IT operations and processes with a fully integrated service desk, network inventory and knowledge base capabilities, and covering ITIL standards such as change and configuration management. Alloy Navigator also creates relationships automatically between meaningful asset data while providing a comprehensive view of IT infrastructure components.
Alloy Navigator manages tickets, assets, incidents, changes, work orders and more within a single interface. Additionally, workflow management tools enable users to design custom IT processes that can be altered to the specific needs of their business. It also offers an online web portal and a self-service portal for end-users as well as a mobile portal for technicians.
For more information visit the Website: https://www.alloy-software.com/products/alloy-navigator-family/
It is all about the Best IT Service Desk Software – Top Help Desk Software. We hope you will find this article informative and useful. Do you find any of this software useful? Share in the comment box below. Thank you for reading! Keep Reading Top IT Software.
Jitendra Dabhi is content marketer since last 10 years. He is very much interested in writing about technology, software reviews and cybersecurity. He is featured in Entrepreneur.com, HackerNoon.com, ReadWrite.com, TemplateMonster, Tech.co, Tweakyourbiz, YourStory.com, freelancer.com etc.