Help desk systems what are they? What are their must-have features? with a list of 5 best help desk systems for 2020.
While starting a new business, many people think that business planning is the hardest part, but the actual challenge arises when you have to face customers and monitor every single thing. Nowadays, many businesses tend to invest a lot in their customer service system. Technology has provided businessmen with many different AI-powered customer service tools and help desk software works great for every kind of business.
What is Help Desk Software?
Before this era of technology, business agents used to visit each client individually to resolve their issues, which was not only time-consuming but also wasted money and resources.
The introduction of help desk software has changed the way business deals are done as it manages online ticketing, systemizes most of the suites, and gains accuracy in reporting an optimization. It is now a single-stop point for employees and customers that they can use to solve various issues.
Help Desk Software is a mutual platform where internal staff or clients can ask their problems and questions. The system allows companies to address consumer’s questions and complaints through the processing of tickets from collection to settlement. It also provides negotiators with a wide range of tools and support to promote collaboration so they are able to respond promptly and properly to queries.
Features of a Help Desk System:
Modern help desk systems allow you to communicate with your clients and customers more easily, connect you with the technology that your firm needs to be effective every day, and track the matrices that will assist you in identifying the demands of your work. You will find a variety of such software in the market. Each has its own unique features that determine how suitable it is for your specific requirements.
Here is a quick rundown of all the features you should look out for before you pick help desk software:
· Ticket System Competence
The chief feature to look out for is the software’s ticketing management system. You should make sure that the system you select for your business can perform several tasks such as routing, escalating, assigning, reassigning, closing, and cancelling tickets. The more functions a software offers, the better control you have over different tasks and events; other than that, you should check for filtering and tagging methods because they are the parameters that assist you in speeding up the search and grouping tickets.
· Support Portal
You would agree that whenever you experience an issue, you try to find a solution on your own and you contact customer service only when you are unable to resolve the problem on your own; therefore, various external knowledge parameters such as troubleshooting guides, product updates, and frequently asked questions promise to reduce the strain on your agents so customers can easily access this information on their own. A good help desk system comes with a built-in support panel that enables the company to externally publish content. A better system will have a well-organized portal that allows the users to browse by category so the users can easily reach the information related to their particular case. You can also permit the customers to post their queries on a public forum where other users can reply with helpful solutions.
· Collaboration Tools
A good help desk system is the one that allows users to work together on three different levels. The first level is between agents so they can operate on challenging tickets. The second level is amongst departments, allowing agents to tap the other resources of the organization and the last level is between customers and agents in times when a situation needs feedback from individual users to help develop the service.
· Performance Insights
In addition to customer query insights, a good system will even evaluate the performance of the company’s team. Most companies work under service agreements and the software can judge how well the agents are performing according to these conditions; this can include the amount of tickets being dealt with and the average time taken to resolve an issue.
As a business, you must provide security and maintain your client’s trust, which means investing in a system that hackers can’t get into. Make sure that your help desk system has message encryption so, even if an outside party intercepts the message, they will not be able to understand the contents. It should also include IP restrictions so only authorized personnel have access to customer data. The software should include a high-end anti-virus software so that no one can transmit corrupted files using this channel.
· Knowledge Access
This feature applies to both external and internal users. Customers should be able to direct to a knowledge base of FAQs; similarly, agents should be able to retrieve product information quickly and assist customers promptly.
In order to fully use the system, your help desk should have the capability to adapt to your basic workflows. Likewise, solutions should be available for branding the templates and interface. You do not want to lose your potential customers by making them feel unwanted by giving them generic responses.
5 Best Help Desk Systems For 2020:
1. Zendesk Help Desk System
Zendesk is not only a help desk system but it is also a platform for engagement and customer service that offers support for Omnichannel; due to this feature, all customers can interact across mobile, social media, chats, and emails at a single place. The Zendesk Help Desk System offers everything customers would need to ensure that they have a good experience.
Zendesk is considered as one of the most popular help desk system available on the market. Due to its wide range, it can be used for almost all kinds of communication platforms and all industries. The well-equipped customizable support portal comes with all kinds of features. The system allows customers to see the replies of the agents, browse through tickets of others, and even have a community forum where customers can discuss different products and ask questions from each other, limiting the incoming traffic.
No matter how large the business is, Zendesk can handle everything. Its customizable tools let you prioritize and customize tickets as needed. It also sends the tickets automatically to the best agent so that your problem can be solved efficiently.
- Well-equipped support portal
- Customizable tools
- Suitable for all business sizes
- Skill-based assignment and categorization
- Beginners experience difficulty in navigation
2. SysAid Help Desk System
If you are looking for a help desk system that will enhance your business, then you should definitely consider SysAid. The system is built for businesses of all kinds of industries. Even though it is primarily a cloud-based system, it allows you to opt for an on-premise installment according to your choice.
You might be assuming that the versatility it offers is its only interesting feature, but that is not true; you would be surprised by its high-level management. It is a smart system that categorizes each ticket per its requirements and, after sorting, prioritizes them following the urgency levels of the company. It also provides statistics on the agent’s performance; this feature of SysAid is great to ensure the timely management of more critical tasks and make sure that the agent is connected to the precise operation. Most of the customers have mentioned that they can reach different businesses through this system via third-party phones, email, or even apps. You can reduce the number of tickets coming into the company by using the self-service platform it offers.
Even though SysAid has many advantages, it is a bit difficult to use. Adding more categories is also not an easy job. It also doesn’t provide you with an option of reassigning a ticket to another agent.
- The system is versatile
- Gives insights on different categories
- You can opt for an on-premise installment
- Comes with a smart support portal
- Difficult to use
- Doesn’t let you reassign tickets
- Difficult to set up additional categories
3. SolarWinds Help Desk
The SolarWinds help desk system comes with different features including incident tracking, asset management, automated ticketing management, SLA reporting, and remote support integration. The system’s layout helps ensure the timely response of all tickets, allowing you to save your precious time. Using the automated ticketing management feature, you can automate tasks such as ticket routing, assignment, and escalation; for instance, if a ticket is left unattended for more than 45 minutes, it notifies superiors so that appropriate action can be taken. It also includes an option to notify customers about the status of their pending queries, whereas the self-service support portal allows customers to solve their issues externally on their own.
SolarWinds Help Desk’s best feature is that it is compatible with 140+ third-party apps and can be used on a desktop, tablet, or smartphone so that no user faces any issues and is able to access it easily. The system is an annual subscription-based software that provides reports to help you measure SLAs; however, the main setback is its outdated layout which might disappoint you.
- The system ensures time management
- Has an automated ticketing management feature
- It comes with an external support portal
- Compatible with 140+ third-party apps
- Has an outdated layout
- Lacks a prioritization feature
4. FreshDesk Help Desk System
The FreshDesk help desk system is cloud-based and employs a more modernistic approach to ticketing. The system not only allows you to connect to emails and phones but social media platforms as well; this is an easy way for customers to reach and connect to your company. The contact management hub of the FreshDesk software contains all the information related to contact details and tickets in one place, thus making communication even easier.
The system’s paid plans will do all kinds of tasks for you such as ticket filtering, prioritization, categorization, and skill-based assignment. The only issue is that you will have to opt for its paid plans as the system itself has very limited functionality.
- System offers multi-channel compatibility
- Comes with categorization and skill-based assignment
- Its contact management hub is exceptional
- It offers a free version
- The system lacks a support portal
- Free version has limited functions
5. ProProfs Help Desk System
At the end of our list, we have an amazing help desk system that is definitely worth a try and it is the ProProfs help desk system. It comes with advanced features that allow you to answer customers’ questions and solve their queries well in time, whereas its easy-to-use user interface makes this task much easier for you. You can keep track of everything using its performance insight tools – right from the customer’s contact to the resolving of a ticket on a single dashboard.
ProProfs is a smart help desk system that allows you to collaborate with the support agent using internal notes even on complex tickets; other than that, you have an option to split a complex ticket into sub-tickets so that you can assign them to the relevant support department. You can easily get insight into customer satisfaction and can also monitor agent performance.
- Exceptional ticket management
- Has an easy-to-use interface
- Comes with internal notes
- Keeps track of the company’s performance
- The trial version has limited functionality
- Difficult to set additional categories
A smart yet efficient help desk system fulfils the requirements of all modern companies. Figuring out which help desk system to get for your business in 2020 is quite challenging and that is why we have provided you with the 5 best help desk systems along with the features you should consider before making your final decision.
Although we are confident that any of the above-mentioned help desk software will work great for you and your business, we would suggest pre-analysing your business and customers’ requirements. You should end up with the perfect help desk system that will give your business the highest level of customer satisfaction that is possible.